Designing and Managing Services

1. how can goods marketers improve
customer-support services?

2. Review Your Unique Selling Differential
Determine your unique
selling differential, which
separates you from the
competition and is the
basis of
your brand. Unique
differential can be price,
quality, quick delivery,
warranty, customer service,
features or the total
combination of these.

3. Improve Quality
Simplest ways to
improve the value is to
improve its quality.
This can be achieved
by using better materials
or long lasting and
economical manufacturing.
Meeting with the staff,
surveying customers
and talking vendors
and suppliers about
how one can improve
the quality.

4. Reduce Price
To improve your value, decrease
your price. This can be done by
lowering the sales price,
offering a discount on
multiple purchases or offering
a free product after a
customer buys a specific
number of products. For
example, in exchange for a
reduced price, the customers
might need to buy in bulk,
reduction in packaging,
shipping and other
transaction costs might help.

5. Increase Customer Service
The product is more valuable to customers if they
can use it with fewer problems or in multiple ways.
This implies that the product value can be
increased without without changing it or lowering
the prices. This can be achieved by offering free
customer support; providing a detailed frequently
asked questions, area on the website; or extending
the warranty period.

6. Thank You!
Made by Sakshi Upadhyaya, RKGIT Ghaziabad, for
internship under Prof. Sameer Mathur, IIM Lucknow.