Nancy Stephens

See the Experience You Are Giving Customers

What does it feel like to do business with you? Customer experience is the new field of competition. In most service industries, all competitors are technically on par. All banks, airlines, universities and other service companies perform the necessary core functions. The quality of the...

Does Intangibility Make Service Innovation More Difficult?

Intangibility is one of the apparent ways in which services differ from products; unlike products, services cannot be seen or touched. It occurred to me that as a consequence, people probably don’t sit around looking at services and thinking of ways to improve...

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