Answer this questions 2-3 Pages per section
Customer Loyalty:
– What does it mean to be a loyal customer in this industry?
-In this industry, how is customer loyalty defined by the firm? By the costumer?
– What is the lifetime value ($ estimate) of a loyal customer in this industry?
-What is done to encourage customer loyalty and retention in this industry?
– What is currently done to build customer relationships in this industry?
– What could be done to build customer relationships in this industry?
Service Blueprint:
– Create an actual blueprint of either
(1) a typical firm in the industry or
(2) a specific firm (in the industry) that you are familiar with
-What are the critical service encounters/moments of truths in this service?
– What is the value of blueprinting a service?
– What can a service marketer in this industry learn from this exercise?
Physical Evidence
– What role(s) does this servicescape play in this industry?
– What aspects of the servicescape significantly influence the service delivery process?
– How might the servicescape be used as a source of competitive advantage?
Speculation Section
– In general, what are strenghts/ weakness of this industry?
(Be sure to provide evidence to defend and support your opinions)
– What opportunities do you see in this industry?
– What do you think the future holds for this industry?
– What advice would you give to a person/company planning to enter this industry?
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