what are the new service realities
TRANSCRIPT
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Chapter 12:Designing and managing
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What are the new services realities?
By:Kartik SinglaIndian Institute of Technology(BHU), Varanasi
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Unlike previous times, some of the most skilled marketers now are
service firms.
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40-30-30 rule40% resources for training and
invigorating staff.30% resources for reviewing processes
and procedures.30% resources for
creating new
service ideas.
(Employed by most
companies)
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New service realitiesInclude
Importance of the newly empowered customers.
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“Customers are becoming really powerful and sophisticated about buying product-support services.”
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New service realitiesInclude
Customer Coproduction
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New service realitiesInclude
Satisfying employees as well as customers
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Customers’ words and actions can affect purchase decision of other customers as well!!!
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