Service Design | Avoid the Ripple Effect
Returning from a trip overseas, we were treated to a first-class lesson in Service Design: Don’t make life hard for those delivering your service. The place: 39,000ft over the Pacific […]
Category Archives: Services Marketing
How to spread ideas in a networked organization
Way back in the 1990s, the Nortel brand touted “A World of Networks.” That world is obviously here now. B2B services companies are doing all they can to become more […]
Service Launches | Blizzard’s “Error 37″
Launching a new service, especially a cloud-based/SaaS service, is always a challenge. So many moving parts, or lines of code, or behaviors of employees to align and manage. When things […]
Marketing service-products and product-services
Product companies have long been augmenting their products with services (service contracts, subscriptions, etc.). For service companies, augmenting services with products can be both an essential part of the business […]
The Art of Cross-sell
Let’s imagine for a moment that corporate structure (P&Ls, silos, arguments over who “owns” the customer relationship, etc. etc.) doesn’t get in the way of a cross-sell … yeah, ok, […]
Xerox | What’s real about your business?
B2B services brands are built on evidence of a core resource or capability, an “asset” you bring to the table that your competitors do not. IBM, for example, is going […]
Services marketing | How to think about it
Most b2b marketers know that to sell a customer on a service they have to make the service experience real in some way. Despite this knowledge, a lot of services […]
