Beruflich Dokumente
Kultur Dokumente
OF
SERVICE MARKETING
SUBMITTED TO : SUBMITTED BY :
Ms. Alisha Gunjan
16BMI024M
Many organizations can be completely blind to this gap. This gap can happen
because of one of the other four gaps, or simply because the customer perceives
the quality of the service incorrectly. In a worst-case scenario, it could lead to a
business losing a large proportion of their customers overnight.
3. An effective service recovery program–one that results in saving the customer or even
improving his level of loyalty–is well-thought out and extremely reactive. A centralized customer
feedback analysis service enables companies to shift valuable human resources to planning and
carrying out recovery efforts.
4. An efficient customer feedback analysis service allows companies to shift financial resources
typically spent on analysing data to recovery program planning and execution and, perhaps most
importantly, compensation for dissatisfied customers.