ADM 2320 Lecture Notes - Lecture 12: Marketing Mix, Marketing
17 Apr 2016
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Little opportunity to test a service before use. Assume you are expecting an important package from ups. A delivery attempt was made, but you didn"t hear the door bell, and missed it. You call the customer service line and they tell you not to worry, and that one of your options is to pick up the package at the terminal that evening. You tell them that you need the package before noon. So, they arrange for you to meet the delivery truck close to your house. You are delighted when you spot the clean brown ups truck exactly where it is supposed to be. The friendly driver greets you by name, gets your package and you are on your way. Customers can buy more quickly, more easily, and do so with more information. The longer it takes to resolve service failure the more irritated the customers. It is in the firms best interest to solve problems quickly.
