In this video: I discuss a characteristic of Services 2.0 – allowing your customers to see the true value of the service you are providing to their company. It forces you to deliver value, encourages you to improve your offering and empowers your customers to be a smarter consumer of your goods.
Tags: ed scanlan, edmund scanlan, Services 2.0
Edmund, you’re saying that showing the value to customers every day, every night, every minute is essential, but it’s not clear how exactly you can show it. In most cases the ‘value recognition’ goes unconsciously and what if the value should be promoted (advertizing, business proposal etc)? Seems like you can show the value _only_ if a customer “interacts†with it directly (instead of reading or watching in the ad).
Vlad,
Sorry for the delayed response. There was a glitch with the site that I just discovered today.
I think there is a way to study metrics for any service you provide. Some services, like traditional adverting, may be more difficult. But I’m sure those in Madison Avenue ‘ad game’ have ways to track value. If they don’t they better start working on it!
To be transparent in ROI to your customer, your customer most likely needs to provide you with some data about the results they are receiving.
If you can not track your services value to an organization, then why provide the service? How do you know if you are doing a good job?