“Service companies can’t show customers a tangible product. Since services are intangible, the only way to sell them is by making a promise to perform. But most service companies fail to keep their promises, leaving customers frustrated, confused and abused. Why do so many service companies fail to keep their promises to customers?”

(David Gray a.k.a. @davegray ~ Dachis Group)

“The emerging service economy will require business and society to do some some fundamental restructuring. The organizations that got us to this point have been hyper-optimized into super-efficient production machines, capable of pushing out an abundance of material wealth. Unfortunately, there is no way to proceed without dismantling some of that precious infrastructure. The changes are already underway.”

(Dave Gray a.k.a. @davegray ~ Dachis Group)

“Internally focussed business tools, processes and systems are often thought about and designed in isolation from the design of the things customers interact with. Or to put this another way, projects that focus on improving the customer experience often don’t fully consider the tools, processes and systems staff use in the delivery of the experience.”

(Iain Barker ~ @Iain_barker ~ Meld Studios)