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Typo - Coggle Diagram
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Key Services
Stationery & Office Supplies
Home & Lifestyles Products
Gifting
Technology Accessories
E-Commerce & Delivery
Understanding Customers & Service Quality
Customers' Needs & Expectations
Customer Demographics
Behavioral Patterns
Customer Experience
Customer Feedback Tools: Official Website & Social Media Platforms
RATER Model
Reliability: Consistency in service delivery
Assurance: Employee knowledge and customer confidence
Tangibles: Physical appearance and presentation
Empathy: Individualized attention to customers
Responsiveness: Quick resolution of issues
Service Level
Product Quality
Customer Service
Value for money
Brand Appeal
Services Processes & Technology
Service Delivery Technologies: E-Commerce Platform & Mobile App
Servicescape: Physical Environment, Ambient Conditions, Social Dimension
Service Blueprint Activities: Entering the store/website, Browsing Products, Selecting a Product, Placing an Order, Receiving the Product, Post-Purchase Support
Fail Point: Stock Unavailability, Delayed Delivery
Service Improvements
Develop Interactive In-Store Digital Experiences
Improve Customer Loyalty Program with Personalized Rewards
Introduce Same-Day In-Store Pickup for Online Orders
Offer Virtual Styling and Gift Consultation Services
Background
One of the branches in Cotton On Group
Launched in 2009
Known for its creative design & interesting collaborations
Target Audience
Teens & Young Adults
Parents
Gift Buyers
GAP model
Customers expect product availability, but stockouts occur due to underestimating demand
Delivery delays during peak seasons affect customer satisfaction.