SCOM 374 Lecture Notes - Lecture 2: Customer Experience
18 Sep 2018
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Inventory stored at manufacturer or distributor and cx go to pickup over there. E. g, picking up online orders at designated store. Inventory: can match any other option, depending on location of inventory, transportation. Lower than the use of package carriers, especially if using an existing delivery network: facilities and handling, facility cost high if new facility needs to be built and low if facility already existing, handling costs can be significant. Cx either walk in and buy in retail store or place order online and pick up at store. Inventory: higher than all other options, transportation. Lower than all other options: facilities and handling, higher than all options. Increase in handling cost at pick up site can be significant for online and phone orders. Investment needed for online and phone orders: response time, same day (immediate) pickup possible for prod stored locally, product variety. Online sales impacting customer service factors: response time.
