what are the new service realties
TRANSCRIPT
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..!!
