Term
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Definition
| The set of activities and programs undertaken by retailers to make the shopping experience more rewarding for their customers. These activities increase the value customers receive from the merchandise and service they purchase. |
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Term
| Personal Approach (Customer Service) |
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Definition
Greater benefits to customers
Greater inconsistency
Higher Cost |
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Term
| Standardized Approach (Customer Service) |
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Definition
is based on establishing a set of rules and procedures and being sure that they are implemented consistently.
Lower Cost
High Consistency
Meets but does not exceed expectations
(McD's, WalMart, IKEA, Dollar General) |
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Term
| Assessing Service Characteristics |
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Definition
Reliability- accuracy of billing, delivery dates
Assurance- trust, warranties and guarantees
Tangibility- Appearance of store
Empathy-personalized service (personal emails)
Responsiveness- returning calls, emails |
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Term
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Definition
Knowledge Gap
Standards Gap
Delivery Gap
Communications Gap |
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Term
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Definition
Knowing what people want
-Gauging satisfaction
-Customer panels and interviews
-interacting with customers
-customer complaints
-Feedback from store employees
-Using customer research |
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Term
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Definition
Provide Instrumental (tools) and Emotional Support
Improve Internal Communications
Empower Store Employees
Provide Incentives (Remember Lisa?)
Develop Solutions to Service Problems
Develop New Systems (UPS Tracking)
Use Technology |
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Term
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Definition
| Customers want to get what they paid for |
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Term
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Definition
| Perceived fairness of the process used to resolve complaints |
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