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to find possible areas for improvement

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the different touchpoint

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McDonald's can offer to check the customer's order when they collecting their food. This is to ensure that the food purchased is packed correctly to prevent customers from going to and fro.

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Company can provide a free-trial period or free-tasting for their customers to try so that they roughly know what the company is providing.

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Purchased a skincare product from a brand that promised to clear acne spot. But, after using for it for days, the number of acne spot I have increases.

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Purchased a Double Mcspicy from McDonald, but to find out that I received only a single-patty Mcspicy after reaching home. It will cause me to pay more if I travel back to the outlet to get my order fix as I purchased from an outlet that was 30 minutes away from my house.

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damaging the customers' self-esteem or image

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products fail to operate what it promised

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customers experience any injuries or harms

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reputation being damage

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customers losing money when purchasing goods and services

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customer's feeling

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Starbucks helps their customer to reduce the waiting time by allowing them to order through their app. Doing so allows their customers to skip the queue and collect it within a short period of time after arriving at the store.

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time taken to make a purchase from the store

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Changi Airport waives off 3 hours parking fees to their customers who spend $10.

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additional charges involved

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steps for purchasing services or goods in the company

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Hai Di Lao Singapore allow  their customers to customize the services they would like (i.e, being entertain and served regularly or customers can choose for no-disruption services so that the staff will only approach when needed)

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allowing customers to customise

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After hearing feedback from customers, Shake Shack offers more chicken options for those who can't take beef burgers.

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creating new produce creatively to cater to their targeted customers

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I choose Starbucks over The Coffee Bean & Tea Leaf because of the services that I received in both store are dramatically different. At Starbucks, I feel welcomed as they called my name and remember my order when I visit the outlet frequently. Furthermore, Starbucks allows me to customised my drinks and ordered through their app/ physical outlets. However, The Coffee Bean & Tea Leaf gave me unpleasant experience as the staff showed me a black face, which makes me unwelcome and it did not offered any app that I can order and collect it on the go, which kind of waste my time when I am in a hurry.

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the reasons why customers purchase goods and services from your company over to your competitors

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Psychological Risk

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Social Risk

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Physical Risk

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Performance Risk

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Financial Risk

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Psychic

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Time

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Monetary

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Components of Costs

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Customers' Perception of Value

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Customer Journey Map

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Customer Experience

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Customer Intimacy

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Operational Excellence

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Product Leadership

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Value Creation Strategies

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Value Proposition