“It’s not about service - it’s about the experience”
This quote is from Nicholas’ book ‘Instant MBA: Think, Perform and Earn Like a Top Business School Graduate’ which I’m about a 3rd the way through. Nicholas is a master of distilling the essence of an idea down to something you can use, usually quickly. At first pass when I read this I thought it was an obvious point, but I don’t think it is – customer service is just one element of the experience.
Nicholas has a series of related blog posts on the differentiators for the new world of work that’s worth a read.