You're planning customer support services for Phonic's new smart phone product. Review what you know about your target market and its needs; also think about what Phonic's competitors are offering. Then respond to these three questions about designing and managing services. I. What support services are buyers of smart phone products likely to want and need? П. How can Phonic manage gaps between perceived service and expected service to satisfy customers? What post-sale service arrangements must Phonic make and how would you expect these to affect customer satisfaction? Consider how your service strategy will support Phonic's overall marketing efforts III.
You're planning customer support services for Phonic's new smart phone product. Review what you know about your target market and its needs; also think about what Phonic's competitors are offering. Then respond to these three questions about designing and managing services. I. What support services are buyers of smart phone products likely to want and need? П. How can Phonic manage gaps between perceived service and expected service to satisfy customers? What post-sale service arrangements must Phonic make and how would you expect these to affect customer satisfaction? Consider how your service strategy will support Phonic's overall marketing efforts III.
Principles Of Marketing
17th Edition
ISBN:9780134492513
Author:Kotler, Philip, Armstrong, Gary (gary M.)
Publisher:Kotler, Philip, Armstrong, Gary (gary M.)
Chapter1: Marketing: Creating Customer Value And Engagement
Section: Chapter Questions
Problem 1.1DQ
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Transcribed Image Text:XI. You're planning customer support services for Phonic's new smart phone product.
Review what you know about your target market and its needs; also think about what
Phonic's competitors are offering. Then respond to these three questions about designing
and managing services.
I. What support services are buyers of smart phone products likely to want and
need?
II. How can Phonic manage gaps between perceived service and expected service to
satisfy customers?
III. What post-sale service arrangements must Phonic make and how would you
expect these to affect customer satisfaction? Consider how your service strategy
will support Phonic's overall marketing efforts
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