This series of videos and downloads explains how to ...

• Improve your understanding of your clients needs and expectations.
• Define actions to make your service more effective, attractive and sticky.
• Create more loyal and satisfied customers.  
• Establish realistic customer expectations. 
• Help customer's understand the true value of your service. 
• Develop strategies to break your competitor's customer relationship. 

There are three videos. The first gives an overview of the concept, the rest explain how to apply the concept in reality. 

The downloads include a description of the concept, a business canvas including instructions and PowerPoint graphics.