Flashcard: Mastering Service Process and Customer Engagement — 11 carte

Last mile — competition focus?

Speed, accuracy, personalization, returns

Last mile cost percentage

40–50% of total delivery cost

Service process — customer perspective?

Design for experience, feedback, and convenience

Moment of Truth

Decisive point for service evaluation

Last mile competition focus

Speed, accuracy, personalization, returns

Process innovation purpose

Enhance experience, gain competitive advantage

Laundry Go innovation

Mobile app, direct pickup, quick delivery

Service process

Flow of activities delivering value

Customer perspective

Design with customer experience as priority

Internal customer

Employees as customers in process steps

Customer-based service management

Focus on key moments in customer journey