what are the new service realties

New service realties

CUSTOMER

More Sophisticated Customers

Pressing for UNBUNDLED Service.

Internet has EMPOWEREDCustomers.

Online Consumer

According to a survey,

90% of angry customersReport sharing their stories.

example

CONSUMER

COPRODUCTION

Active role in SERVICE delivery.

Words and action affect the SERVICE EXPERIENCE.

Employees PRODUCTIVITYis also affected.

STRONGER CONNECTION to the Product/Service.

However it has DEMERITS

Stress on EMPLOYEES

About 1/3rd of service problems are caused by customers.

Recovery is always CHALLENGING.

Solution comes in all forms.

REDESIGN process.REDEFINE customer roles.

Incorporate rightTECHNOLOGY.

HIGH PERFORMANCE customers.

Encourage CUSTOMER CITIZENSHIP

SATISFYING

EMPLOYEES & CUSTOMERS.

POSITIVE employee attitude promotesStronger CONSUMER LOYALTY.

Profit

Customer satisfaction

Employee satisfactionHIGHLY

CORRELATED.

Downside of MISTREATING

employees is significant.

40 % of the employees says,“LACK OF RECOGNITION “Is the reason to leave a job

So what can a company really do ?

Market a CAREERrather than a job.

Sound TRAININGprogram.

Audit EMPLOYEESatisfaction.

SUPPORT & REWARDS.

THAT’S IT FOR TODAY FOLKS..!!