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• Learning Models
  
  • Product Benefit Layers
  • Attribute-Benefit Bridges
  • Brand Involvement Levels
  • The Dynamics of Change
  • Consumer "Naive Science"
  • The Service Experience
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Optimizing the Service Experience

Underlying every service interaction with a customer, in any business category, are six key dimensions of performance. Systematically learning how you can deliver superiority in each area will allow your company to move to the front of its category.

U	nderstand the key aspects of the consumer's situation and needs
S	atisfy the core needs of the consumer as a foundation of service
E	nhance the service profile along the path to superiority
R	espect the consumer's point of view, as they are "always right"
V	alue the customer and their time. Let them get the most with the least effort
E	ducate the customer to help them get the most from the service

Fleshing out the "U-SERVE" model through qualitative analysis will show your company how to create truly superior customer service.