What are the benefits for various users of service blueprinting?
o Provides an overview so employees can view service as an integrated whole-- reinforces a customer-orientation.
o Identifies fail points (& needs for recovery strategy development)
o Illuminates the customer's role and demonstrates where the customer experiences quality, contributing to informed service design.
o Promotes a conscious decision on what customers should see and which employees will be in contact with customers.
o Illuminates the elements and connections that constitute the service, which stimulates strategic discussions.
o Provides a basis for identifying and assessing cost, revenue and capital invested in each element of the service.
o Constitutes a rational basis for both external and internal marketing.
Learn More :
Service Marketing
- Service customers are often able to accurately evaluate the technical skills of the service personnel for complex services, T or F
- The case of Zappos and how this relates to customer defined standards
- 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 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?