Discuss what could be involved in the proposed solutions for "The Delivery Gap."
What will be an ideal response?
The delivery gap can be rectified by ensuring that customer service teams are motivated and able to meet service standards. This can be accomplished by improving recruitment in human resources and selecting employees that fit the necessary skill set and abilities to perform the job well. Once hired, employees need to be well trained on the technical and soft skills needed to perform effectively. Employee roles also should be clarified, ensuring that employees understand how their job contributes to customer satisfaction. Cross-functional service teams and empowered managers can better offer customer-centric service delivery and problem resolution. Finally, performance should be measured and regular feedback should be provided to continue the cycle of excellence.
You might also like to view...
A ________ is simply a set of names, addresses, and telephone numbers
A) customer database B) customer mailing list C) customer-performance scorecard D) customer profitability analysis E) customer-value hierarchy
In response to the need to reinforce the brand promise, ________ is about mixing and matching marketing activities to maximize their individual and collective effects
A) personalized marketing B) mass customization C) globalized marketing D) relationship marketing E) integrated marketing