Description
Action Required:
Read Ch-13 “Services: The Intangible Product” from Dhruv Grewal and Michael Levy (2022) “Marketing” (8th Edition). McGraw-Hill Education, Digital Version: ISBN13: 978-1-260-71743-3.
See the following video links and read the Video Summery.
Delivering high-quality service is a top priority at FedEx. The company seeks to offer excellent, consistent service across all communication channels and through the entire customer experience. This philosophy permeates the entire organization. Attention to service quality helps to generate customer loyalty and repeat business, which is one key to FedEx’s success.
- Video Link:
FedEx: Excellence in Customer Service- https://www.viddler.com/embed/55dcd635
- 9.3 Test your Knowledge (Question):
Discussion Question #1: The video states that FedEx knows how important it is to understand customers’ expectations. Which gap in the Gaps Model is FedEx addressing by learning about customer expectations, and what are some key customer expectations FedEx has designed its service to address?
