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The moment-of-truth is the crucial moment between the service provider and the customer that exemplifies, enhances, or detracts from the customer's expectation.
Design
The process of conceptualizing and planning the creation of objects, systems, or interactions with specific considerations for function, aesthetics, and usability.
Delivery of Services
The process of providing a service to a customer or client, including all activities, decisions, and interactions that occur from the initial service design to the final delivery.
Customer Participation
Customer participation refers to the involvement of customers in the production or delivery process of a service, which can influence satisfaction and service quality.
- Understand the significance of maintaining communication with clients and adapting to shifts in the market.
- Recognize the aim behind making product decisions and the constituent parts of a robust product strategy.
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Learning Objectives
- Understand the significance of maintaining communication with clients and adapting to shifts in the market.
- Recognize the aim behind making product decisions and the constituent parts of a robust product strategy.
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