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unit 4 - Coggle Diagram
unit 4
customer relation
customer service
reasons why customer stop
using product/service
not showing value
competitors are better
not engaging
poor customer service
does not meet expectations
WANTS
treated
desire
EXPECTATIONS
mass media
competitior
past experience
moment of truth
customer touch points
industrial benchmark
build enthusiasm & commitment in employee
monitor customer service
suggest something in order to catch up with competitor
raise standards and performance
word of mouth **
NEEDS
tangible
good service
good product
fair price
feel valued
emotional
ways to meet the needs
of customer expectations
establish needs & expectations
provide resolution
know customer
go extra mile
3 levels of
customer expectations
emotional
practical
delightful