#EMBA575 how much would you pay per month for access to a mobile resource for managers?

#EMBACH14 How do you categorise your service? 1. Pure tangible goods, soap 2. Tangible goods with services, computer production with servicing 3. Hybrid, equal goods and services, cafes 4. Major service with minor goods, train travel catering 5. Pure service, MBA

#EMBACH14 service industries need to improve their customer service! 1. customer empowerment 2. Coproduction 3. Empowered and dedicated employees #GIRFT a health service standard

#EMBA575CH14 which dimension of brand experience is most important to you when buying a car and a pair of Nike air 1. Sensory 2. Affective 3. Behavioural 4. Intellectual

#EMBA575CH14 internal marketing, is synonymous with customer service training, not done much in a lot of industry’s unless sales!

#EMBA575CH14 proactive customer complaint management improves the future customer experience and generates higher revenues, not when I complain they don’t!

#EMBA575CH14 innovation is key, stay the same and loose or innovate and perhaps you will win

#EMBA575CH14 reasons why customers switch 1. Pricing 2. Response to service failure 3. Competition 4. Ethical problems 5. Inconvenience 6. Core service failure 7. Service encounter failures 8. Involuntary switching Which one is your favourite?

#EMBA575CH14 manage customer expectations by identifying these gaps, 1. customer and management expectation 2. management perception and service quality spec 3. Service quality spec and service delivery 4. Service delivery and external comms 5. Perceived and expected service

#EMBA575CH14 determinants of service quality 1. Reliability 2. Responsiveness 3. Assurance 4. Empathy 5. Tangibles

#EMBA575CH14 21 item SERVQUAL scale: really? But be assured other theories are available Dynamic process model

#EMBA575CH14 as a customer do you value convenience by using self service? If so what’s you’re favourite online technology? #SSTs

#EMBA575CH14 and finally do not forget the management of product support services Reliability Downtime Out of pocket costs Think of your post sales service strategy What is your customer imperative? And how will your customer service evolve? #marketing

#EMAB575 are peer to peer marketplaces a business opportunity or another dot com waiting to happen?

The hospital is dead, long live the hospital! | interesting research via McKinsey covering the need for radical change in hospital care. Changing mind-sets and cultures critical to building more agile organisations. buff.ly/2WwJMDL

hbr.org/2019/10/why-co…