Non-experiential service results

Service experience, i.e. the experiential results delivered by a service to its customers, is rightly at the center of many discussions in our field. However, we shouldn’t neglect considering non-experiential service results: Has the repaired roof stopped leaking? Has the taxi taken me to my destination? Can I sing better now that I have taken the lessons?

While it may be technically possible to frame such non-experiential service results, or service outcomes, as kinds of service experiences, this does not feel natural to me.

Service experience may well be the better competitive differentiator, but without adequate service outcomes, customers are unlikely to care much about the superior experience we may provide.


Leave a Reply

Fill in your details below or click an icon to log in: Logo

You are commenting using your account. Log Out /  Change )

Google+ photo

You are commenting using your Google+ account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )


Connecting to %s