What are the stages in building a service blueprint?
Step 1: identify the process to the blueprinted
Step 2: Identify the customer or customer segment
Step 3: Map the process from the customer's point of view
Step 4: Map contact employee actions, onstage and back-stage, and/or technology actions
Step 5: Link contact activities to needed support functions
Step 6: Add evidence of service at each customer action step
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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 benefits for various users of service blueprinting?
- 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?