Information Technology Reference
In-Depth Information
CUSTOMER
PRODUCT/SERVICE
PROCESS
PEOPLE
SPEED
DELIVERED
QUALITY
COST
VALUE ADDED
EASE OF USE
KNOWLEDGE
SERVICE
When I want it
What I want
Value for Price
Eliminate Redundancy
Targeted Delivery
Of Customer:
Product/Process
Friendly
When I need it
It works
Integrate
Response Time
Of Our:
Product/Process
How may I serve you
When you promise
It's reliable
Navigation
Of Competitor:
Product/Process
Responsive
Follow through/up
FIGURE 7.2
Customer experience channels.
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