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31. March 2009 by Aidan.
There are many cases of customer service where the delivery of the service is blended with a product. For example, the bedroom you sleep in at a hotel is a product that is part of the overall service offering that the hotel provides. So, your experience and interaction with the hotel is a blend of the service and products that the hotel offers.
This product-service blend (PSB) needs to be strategically considered when you are reviewing your overall service offerings. You need to take time to review your strategy for both the product and service elements of the blend and the interaction of both of these. By taking this approach you will be able to accurately determine the correct actions to take to maximise your revenue and to deliver customer service excellence.
Posted in Servitize, PSB, Selling "Services", Customer Service, strategy, General | No Comments »