How goods marketers improve customer-support services ?
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Designing and managing services Based on the book, marketing management by Kotler et. Al.
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Transcript of How goods marketers improve customer-support services ?
How goods marketers improve customer-support services ?
• Products are made & sold, but is that the end ?
• no! customer support services are just as important as point of sales services.
• Many industries such as the automobile industry benefit immensely from such second points of contact!
John deere makes significant profits from support service
1. Reliability & future frequency
Product must be as reliable as the ‘wall’.Stability must decrease exponentially at max
1. Customer service evolution
Manufacturer’s own parts shop
Authorised service centre
Independent local service centres