Flashcards: Mastering Last Mile Service Innovation — 24 cartões

Last Mile — definition?

Final delivery stage from hub to customer.

Moment of Truth — role?

Key touchpoint shaping customer experience.

Last-mile competition — focus?

Rivalry on delivery experience quality.

Process innovation — purpose?

Redesign steps to improve value and performance.

Last Mile cost share?

Accounts for 40–50% of total delivery cost.

Last Mile impact?

Most strongly influences customer satisfaction.

Positive Last Mile — benefit?

Builds brand loyalty.

Negative Last Mile — consequence?

Harms overall service perception.

Core elements — S-A-P-R?

Speed, Accuracy, Personalization, Returns.

Delivery speed — meaning?

Time performance, e.g., same-day delivery.

Delivery accuracy — meaning?

Correctness of delivery outcomes.

Non-face-to-face — feature?

Customer receives without direct contact.

Personalized delivery — purpose?

Tailored options for customer needs.

Return convenience — significance?

Ease of completing returns.

Service process — definition?

Flow of activities to deliver value.

Customer perspective — focus?

Experience over internal convenience.

Service heterogeneity — challenge?

Variable quality across employees/occasions.

Inseparability — challenge?

Production and consumption happen simultaneously.

Intangibility — management?

Use physical evidence to make services tangible.

Service design — core?

Holistic approach for complete service experience.

Service blueprint — purpose?

Visualize customer and internal activities.

Customer journey map — focus?

External experience, emotions, pain points.

Journey management — steps?

Identify sequence, set standards, measure, feedback.

Process redesign signals?

Complaints, competition, costs, tech, environment.