what is fulfillment?
the act of carrying out a customer's expectations, specifically sending the product to the customer or delivering the service agreed on
fulfillment entails any and everything that happens ____ the customer or prospective customer responds to some form of direct response communication from a company or organization
after
Fulfillment 6 step process
1. offer
2. response
3. processing
4. shipping
5. billing
6. customer service
Fulfillment Costs (total ranged btwn $8 & $13)
#NAME?
Common sources of fulfillment errors that incur costs
#NAME?
one channel
business and customers engage through a single channel
multi-channel
customers can choose between channels depending on how they prefer to engage with a company
cross-channel
customers may switch lanes, crossing between channels as they progress through tasks or seek alternate means of engaging w/ an organization.
omni-channel
the customer's awareness of anywhere-everywhere access blurs the line between digital and physical experiences
In the current market space, consumers possess different preferences for information channels (__v__) and also for fulfillment (___v___) depending on product categories and individual personality
offline v. online
pickup v. delivery
In house fulfillment
company handles warehousing and order-processing functions at its own distribution center
(order received -> order processed -> items are picked in warehouse -> order is moved to packed -> package moves to final destination)
What is Integrated Order Fulfillment?
is based on the idea that the process of building and delivering products should not begin before an order has been taken
Example of Outside Fulfillment
Amazon Fulfillment Services
Radio Frequency Identification (RFID)
wireless communication that uses radio waves to identify and track objects
Advantages of RFID
#NAME?
Call center
is a dedicated team supported by various telephone technological resources to provide responses to customer inquiries
In House Call Center Advantage
the degree of control the company has over the telemarketing operations
In House Call Center Disadvantage
time and expense of training telemarketers and financial burden of operating a call center
Outside (Outsourcing) Call Centers Advantages
#NAME?
Outside (Outsourcing) Call Centers Disadvantages
#NAME?
The average cost to companies for an American based customer service ____ is approx. ____ per phone call
agent, $7.50
________ calls to live agents in another country brings the cost down to _______ per call
outsourcing, $2.35
Having customers take care of the problem themselves, through an _________ phone system, averages around ____ per call
automated response, 32 cents
Service recovery strategy
express respect -> listen to understand -> uncover the expectations