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  • Service and Customer Experience

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    Yuan Achda Arbinery
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    1) The document discusses goods and services, noting that goods are generally tangible products while services are often intangible and their production and consumption may occur simultaneously. 2) It proposes new sports service offerings and provides examples of customer experience cycles for joining a fitness center, watching a soccer match, and buying a badminton racket. 3) Key moments in the customer experience cycle are referred to as "moments of truth" and can lead to customer satisfaction, disappointment, or enthusiasm depending on whether expectations are met, not met, or exceeded.

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    1) The document discusses goods and services, noting that goods are generally tangible products while services are often intangible and their production and consumption may occur simultaneously. 2) It proposes new sports service offerings and provides examples of customer experience cycles for joining a fitness center, watching a soccer match, and buying a badminton racket. 3) Key moments in the customer experience cycle are referred to as "moments of truth" and can lead to customer satisfaction, disappointment, or enthusiasm depending on whether expectations are met, not met, or exceeded.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    10 views10 pages

    Service and Customer Experience

    Uploaded by

    Yuan Achda Arbinery
    1) The document discusses goods and services, noting that goods are generally tangible products while services are often intangible and their production and consumption may occur simultaneously. 2) It proposes new sports service offerings and provides examples of customer experience cycles for joining a fitness center, watching a soccer match, and buying a badminton racket. 3) Key moments in the customer experience cycle are referred to as "moments of truth" and can lead to customer satisfaction, disappointment, or enthusiasm depending on whether expectations are met, not met, or exceeded.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
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    of 10

    Service

    and Customer Experience

    Leo Aldianto

    School of Business and Management


    Institut Teknologi Bandung
    Goods and Services
    Goods
    • Generally tangible products
    • Production and consumption may occur at
    different times
    • Producer is generally not involved with customer
    during usage

    Services
    • Often intangible products
    • Production and consumption may occur
    simultaneously
    • Service provider may be involved throughout the
    service experience
    Olahraga menawarkan service baru

    Customer
    membutuhkan tempat
    yang nyaman

    Berbagai tawaran
    berolahraga
    Service Experience Cycle
    Desire

    Reflect Shop

    Consume Purchase
    Latihan:
    Customer Experience Cycle
    • Buat customer experience cycle untuk:
    – Fitness center
    – Menontong pertandingan sepakbola
    – Membeli raket badminton
    • Gambarkan skemanya
    • Usulkan inovasi.
    moments of truth
    Ketika customer

    mendapatkan impresi… dan

    memutuskan….
    Moments of Truth

    satisfaction

    Jika customer mendapatkan


    sesuai harapan...
    Moments of Truth

    disappo
    intment
    Jika customer mendapatkan
    lebih sedikit dari harapan...
    Moments of Truth

    s i a s m
    enthu

    Jika customer mendapatkan


    lebih banyak dari yang
    diharapkan...
    Terima
    Kasih

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