The case of Zappos and how this relates to customer defined standards
Efficient fulfillment processes such as static shelves, carousels, and the Kiva system allow orders to be shipped and delivered in a timely manner
• Process incoming merchandise within 24 hours
• Every product has a unique license plate number (LPN) to keep track of its history
• Team members can "put away" over 100 items per hour.
• "Pickers" retrieve products from shelves once orders are received.
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Service Marketing
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- Five principles of service design thinking?
- Difference between and importance of both hard standards and measures and soft standards and measures?
- Four steps in the Job-centric service innovation model?
- What are the benefits for various users of service blueprinting?
- What are the stages in building a service blueprint?
- What are service blueprint components?
- What is a Service Blueprint?
- What are some benefits of relationship marketing for firms and customers?
- What is customer loyalty?
- How does a product-focused strategy interfere with putting customers first?
- How do customers often see Customer Relationship Management?
- What is relational intelligence and how can firms improve it?
- What is retention equity?
- What is relationship marketing?