using The Accellion Service Guarantee Case Study

1. What is the marketing impact of a well-designed service guarantee?

2. Evaluate the design of Accellion's guarantee shown in Exhibit 1. How effective

will it be in communicating service excellence to potential and current customers?

Would you recommend any changes to its design or implementation?

3. Will the guarantee be successful in creating a culture for service excellence within

Accellion? What else may be needed for achieving such a culture?

4. Do you think customers might take advantage of this guarantee and "stage" service

failures to invoke the guarantee? If yes, how could Accellion minimize potential

cheating on its guarantee?