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Essay's paper info
| Topic: |
Business
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| Number of pages / Number of words: |
2 / 510 |
Essay's paper body
This will only work if the company/managers are able to have empathy with the customer ? they need to understand what they want and how they respond to all aspects of the process. Clues drive customer satisfaction ? all the clues together make the experience. If you can make the interaction unique it could give a competitive advantage ? do 100 small things well and competitors will find it difficult to imitate all of them...
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Intangibility ? need to make the service tangible in the mind of the customer. This can be done in branding, testimonials, previous relationships.
Heterogeneity ? performance consistency is an issue. It depends on the interaction between the service provider and the customer ? eg employee having good day gives better service...
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General points of the essay
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