In a service company important parts of the product are being designed by the front liners every time they serve a customer They are uniquely positioned to read customer needs. You need to provide them with information(about costs)and incentives
• In a service company, important parts of the “product” are being designed by the frontliners every time they serve a customer • They are uniquely positioned to read customer needs. You need to provide them with information (about costs) and incentives
Most companies throw away a lot of information about customer needs Mistakes, indifference and abuse may make it too costly to use this information However, the gains are long-term, while the costs are short-term
• Most companies throw away a lot of information about customer needs. • Mistakes, indifference and abuse may make it too costly to use this information. • However, the gains are long-term, while the costs are short-term