§Delight and differentiate through operational
improvements and service responsiveness
–Take something
very boring and do it very well
•Install it
quick – transparent installation with no problems
•Fix it
quick
–Go the extra
mile -- Nordstrom level servicing at WalMart pricing
•Web-based
customer experience indicators
•ISO 9002
certification on commitments and deliverables to SMB customers
§Satisfaction guarantee – convert to previous provider
for free if fail to meet service
guarantee (e.g., for failure to resolve service outage in 24 hours)
§Moneyback guarantee – if not satisfied after first 90
days, can cancel contract
without discontinuance fees
§Rewards and incentives programs
–Refer a
business partner and receive $50 credit
–The more you
buy, the more you save
§Free performance engineering audit