Week 5: Managing Service Flashcards

1
Q

Describe the customer experience life cycle. Include aspects such as;

  • relationship initiation
  • provider evaluation
  • account setup
  • order placement
  • product reception and use
  • problem resolution
  • payment
  • account maintenance
A
  • relationship initiation
  • supplier exposes customer to its marketing mess
  • customer seeks relevant info
  • provider evaluation
  • customer gets initial price and quote
  • customer puts out request for price
  • customer evaluates providers and negotiates terms and pricing (supplier also completes this)
  • customer selects supplier
  • account setup
  • customer obtains materials for account setup
  • customer provides account profile number
  • customer confirms setup and activation (coordination of many departments)
  • company performs courtesy follow-up
  • customer requests product info
  • Order placement
  • customer selects product
  • customer places order
  • customer prepares specialty docs
  • company and customer arrange initial delivery terms (coordination with other departments)
  • product reception and usage
  • customer tracks order status
  • customer and company arrange final delivery terms
  • customer receives and inspects product
  • customer refuses/accepts product
  • > high levels of coordination required
  • problem resolution
  • customer notifies company of a problem and obtains resolution
  • customer seeks invoice adjustment
  • problem resolved and adjustment made
  • payment
  • customer receives and validates invoice
  • customer makes payment
  • account maintenance
  • customer maintains profile info
  • customer maintains supplies
  • company provides general support (not directly related to problem)
  • customer obtains ongoing price quotes
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2
Q

Explain ways of delivering customer solutions from the product and solutions perspectives

A

Value Proposition

  • PP: create innovative products and enrich features of existing products
  • SP; creating and delivering superior customer solutions

Value creation

  • PP: value created by firm
  • SP: value co-created by customer and firm

Designing offerings

  • PP: start with product/service, target consumer segments
  • SP: start with customer problem, assemble required product/service to solve problems

Company/customer relationship

  • PP: transaction-based
  • SP: interaction-based and centred on co-creation of solutions

Focus on quality

  • PP: quality of internal processes and company offerings
  • SP: quality of customer-firm interactions
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