For thirty years I’ve talked about service operators having to manage what happens inside the customer’s head, managing their perception rather than ‘reality’. So I was very interested in this TED talk that analyses the retail service experience and consumer decision-making. Also interested me in view of our research into how customer’s select hotels (see earlier blog).
It takes a little while to get into what I find most interesting – a discussion of cloud computing and how it enables operators to predict what customers want.
PS The presenter delivers this with a marketing focus, but I look at it from an operations perspective.