SERVICE MANAGEMENT Customer Experience and User Experience
Tymofii
Class6.pptxSERVICE DESIGN & PROCESSES/I
DR. NARCIS BASSOLS
BBA223 – SERVICE MANAGEMENT
Spring Term 2022
CUSTOMER ATTRACTION, SATISFACTION AND RETENTION
WHO are our customers?
Customer Lifecycle
Attraction (Salespeople)
Satisfaction (Deliverers)
Retention (KAM)
CRM: your best friend in dealing with customers. Internal customer info flow
The Apostle Model. Source: Haskett et al., 2008, HBR.
DESIGNING A SERVICE...
Defining the service and positioning it
SWOT Diagram for services
Service delivery (who, how, when, where). Where and how is Technology applied? Apply the Service Technology Triad.
Information: internal (CRM) and external (policies – how much info to the customers? By whom?
Personnel (strong sales or relational skills?)
Customers: attracting, satisfying and retaining them
Scalability
