The consumer interaction
Outstanding service is always a memorable experience. This can make an person feel respected. And news of excellent service is spreading rapidly. It’s spoken to friends and family and has even been eulogized to strangers. This can take on an almost mystical form and transcend the ordinary. This is particularly true when ordinary things happen in extraordinary ways.Our official site provides info about Law Firm Marketing .
I had to fly to Bangkok several years ago on a business trip. I eventually checked in to my hotel, exhausted and hungry after a long , difficult taxi ride in rush-hour traffic. I dropped my luggage into the room and walked downstairs to have dinner. When I returned an hour later , I found my luggage neatly unpacked shirts folded, pants hung up, ties carefully scattered along the racks. I start to relax, almost instantly. I breathed a sigh of relief, involuntarily.
I then glanced into the bathroom and saw something that I’m never going to forget. The items from my overnight kit were arranged neatly by the sink,? And somebody had my hairbrush really cleaned up. All the hair fibers were gone, and the bristles were gleaming. Yet the coup de grace was this: Resting was a pretty white petal in the middle of the bristles.
I can still see the picture after more than ten years. This one experience — this spontaneous gesture far beyond outstanding service — leaves me with a whole new perception of what putting a client first entails.
I always told them about that little white petal on my hairbrush when I returned home and people were asking about Thailand. Today I think of the Hotel Oriental, when I think of great hotels. It is the quality I judge by for all other hotels.
Only a few regularly hit exceptional service levels in the business universe. Research have shown that certain basic beliefs and organizational characteristics are expressed by organizations that achieve these stages.
Commercialisation of a company
The distinction between marketing a product and marketing a service is important. Goods are measurable. Either they work as shown or they don’t. Items are returnable or exchangeable. Before we decide to buy it, we can touch and feel a product; that is rarely the case with a service.
Services are intended to use, not to be ordered from catalogues. Services are profoundly personal in nature and often our response to them is emotionally driven. A service relationship, particularly a relationship of professional service, challenges the provider to be an expert in serving people.
Think about the ways buyers generally perceive “value.” When we purchase products we mostly rely on objective criteria. The assessment of objective value is fairly simple for items such as shampoos and stereos. A large shampoo bottle offers more liquid than a small one, so we’re justified in charging more for the big one. It’s said that a stereo system that has more features has more value than one that has fewer features. The product characteristics, quality , and quantity are all critical factors in value determination. Nevertheless, operation is much more nebulous — and thus much more difficult to define and measure.