28/09/2022
If WHAT we deliver is important, then HOW we deliver is more important to delight our customers!!!
In the world of SERVICE, where there is no one way to achieve/measure customer satisfaction and loyalty, it becomes extremely important for businesses to understand exactly what their customers value. Each customer traces his/her own journey through the service processes.
What should a business do in order to understand its customers' pain points?
How can it identify bottlenecks in its processes to give the customer not just the core product but the EXPERIENCE?
As part of Service Operations Management, PGMPW2022 got an opportunity to trace the customer journey of two service companies and map the same with their frontstage, backstage and support processes that help in delivering value to their customers.
It was great fun working in teams, brainstorming, putting a bunch of ideas on paper, and eventually presenting it to our professor Debmallya Chatterjee sir and to our class.
To upskill and return to a full-time career, join SPJIMR's PGMPW programme to restart your corporate journey with the 11-month full-time General Management Programme.
Apply Now! The last date to apply is October 3, 2022.
Contact www.spjimr.org/pgmpw
Call 919819811550 / 8454038586
Debmallya Chatterjee
