Eis uma pergunta curisosa.
O ponto dele: os gestores (4) da organiza'cao tinham explicacoes diferentes do que a organiza'cao estava oferecendo aos clientes.
E o que os clientes querem?
"doing what it said it would do, reliably, consistently".
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The best way to trim costs, he said, is to examine how to make processes and systems simpler and cheaper – to reduce waste and to improve efficiencies.
Published: March 02, 2010 in Knowledge@SMU There is a gap that lies between 'how-we-imagined-it' and 'what-is'; perhaps aggravated by marketing communications designed to romanticise how service ought to be. While marketing can certainly help to elevate (and up-sell) various brands of offerings, what happens when organisations fall short? More importantly, how might organisations close this perception-reality gap?
Service is instinctive and emotional. We know how to differentiate, quite naturally, good service from poor service at the point at which we experience it. Lest we forget, service providers also consume service, so they can definitely appreciate the consumers' points-of-view. So why does service persist as such a major challenge for most organisations when it is a universally understood notion?
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clipped from knowledge.smu.edu.sg
