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customer participation, Interaction with staff, interaction between…
customer participation
specify some aspects of the service
be your aggregate market to determine what kind/type service to launch
do market research before launch
different priced ticket
E.g SIA launch new premium Economy
co-producer in performing certain tasks
when launch will people purchase?
No
= will not meet the demand
Yes
= got demand
Customers can often be seen as quality control/
act as a check
provide feedback
Online review
complaints
Compliment
through word from mouth
customer become loyal and spread positive words through verbal sharing
provide opportunities for active and creative participation.
different platforms for customer engagement
before official launch
trail session
feedback
survey
Interaction with staff
service encounter
triadic relationship
consumer
front line employee
manager
shared experience between staff and customer
2 way relationship
satisfied staff provide good service = happy/ satisfied customer
interaction between customer/participants planned for?
Customer
should be engage at the trail phase of your service
how they contribute?
feedback
what area to improve
implications for management of the customer
if customer meet the expectation. there will be demand = increase sales
SKILLS OF CONSUMPTION
involve co-production whereby consumers must successfully perform
involvement of service/
E.g sign up program
experience stage
1
Pre Experience
Trial/ testing to recieve feedback
2
Actual Experience
3
Post Experience
Excellent employees can be the unique selling point
Designing service programme
Remember 2
How is the interaction between customers/participants planned for?
What are the implications for management of the customer as a productive resource?
How much customer participation is required?
How much interaction with staff is encourage?
What are the implications for the skills of consumption?