Based on the appearance of the office, the processes surrounding the consumption of services and the people who walk around the company, including the quality of the service department. See here the introduction of the services marketing mix in which the four P’s are supplemente with another three P’s: People , Processes and Physical Environment.

Everything as a service

This services marketing mix is ​​only becoming more important, now that you see a trend where more and more products are offerd as a service. Take retailers that deliver a meal box to your home every week in subscription form. Or a supplier of a production resource who does not sell that resource, but ‘leases it’, whereby he himself remains responsible for the constant functioning of the product (the so-calld ‘outcome-based model’).

This move to xAAS ( everything as a service ) is Founder Email Lists well underway and the end is not yet in sight. It also endorses the importance of customer service. Because underlying this development is the desire not so much to realize one-off sales, but to build a relationship with customers. That sustainable customer contact is also – or in particular – colored by the counter, which is the face of the company for many customers and can help them with all kinds of questions.

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Also read:  Customer experience in 2030: yes, it can be even more personal

The Experience Economy

Binding customers and continuing to fascinate: that is the challenge. This in the knowledge that products barely distinguish themselves from each other and general marketing promotion no longer affects the spoiled customer. At the end of the 1990s, scientists Pine & Gilmore stated in their standard work The Experience Economy that even the seven P’s of the services marketing mix are no longer sufficient to achieve a competitive advantage. It’s about delivering a positive experience and leaving behind a positive emotion: the customer experience.

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