Customers are the Customers' Problem

The WSJ "Middle Seat" (by Scott McArtney) illustrates how the customer experience is beyond the complete control of the service firm. One of the biggest detractors of a great customer experience is other customers. Here, a high value-experience might be getting a glimpse of the Arctic from high above; to another, high value is found in binging on a serial comedy. Unfortunately, one's high-value experience detracts from the other's. What's next? Window or no-window sections (remember no smoking??)? Connected or unconnected?? A dilemma for services firms. #Value, #CB8, #Services