By-Praveen Sidola
Xpresso Lubes service package• Core    -     Oil Change (“Quick oil/ Lube”)• Additional    -     cost & time, Large &  equ...
Distinctive characteristic of aservice firm illustrate by Xpresso Lubes• Xpresso Lubes implemented Service package , which...
Characteristic of XL•   Nature of service      -     Customer participation•   Relationship     -      High Contact•   Cus...
Elements of XL success•   Differentiation through service excellence•   Integrated service networks•   Customer touch-poin...
Value Addition•   Differentiation through service excellence•   Integrated virtual call centre•   Integrated service netwo...
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Xpresso Lube Case

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Xpresso Lube Case

  1. 1. By-Praveen Sidola
  2. 2. Xpresso Lubes service package• Core - Oil Change (“Quick oil/ Lube”)• Additional - cost & time, Large & equipped waiting room, coffee bar, Transportation Source - http://www.texacoxpresslube.com/
  3. 3. Distinctive characteristic of aservice firm illustrate by Xpresso Lubes• Xpresso Lubes implemented Service package , which make customer convinced & comfortable.• In the service management if you are able to make customer your side, your 50% job have to be done.• The professional, courteous and well-trained automotive experts at each Texaco Xpress Lube center are there to help make your life easier, keep your car performing its best, and get you back on the road with a smile. Source - http://www.texacoxpresslube.com/
  4. 4. Characteristic of XL• Nature of service - Customer participation• Relationship - High Contact• Customization & Judgment - Very High• Nature of Demand & Supply - Pull• Method of service delivery - Case management, Supportive services. Source - http://www.texacoxpresslube.com/
  5. 5. Elements of XL success• Differentiation through service excellence• Integrated service networks• Customer touch-point management• Smart service agents
  6. 6. Value Addition• Differentiation through service excellence• Integrated virtual call centre• Integrated service networks• Proactive after sales service• Customer touch-point management• Smart service agents

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