Designing and managing services

1. Designing and Managing
Services
What are the new Services
Realities?

2. New Service
Realities
Singapore airlines goes to extra
ordinary lengths to ensure that every
aspect of the passenger experiences
exceeds expectation

3. Shifting customer relationship
Customer empowerment-
more sophisticated customer

4. Customer co-production
Satisfying customer & employee
 Positive employees drive strong customer loyalty
 plays a role in services delivery

5. Marketing Excellence
External marketing - Normal work of
promotion services
Internal marketing - Training and
motivating employees
Interactive marketing - Employees skills
in serving client

6. Best Practices of top services
companies
• Strategic Concept
• Top-Management Commitment
• High Standards
• profitiers
• Monitoring Systems
• Satisfying Customer Complaints
Differentiating Services
 Adding secondary services
 Innovation with services