Information:

Order taking:

Billing:

Payment:

Consultation:

Hospitality:

Safekeeping:

Exceptions:

 

Information: 

 

·      Service hours 

·      Location address 

·      Prices 

·      Documentation – about parents and children

·      Dietary requirements 

·      Emergency contact information 

 

Order taking 

 

·      Application 

·      Enrolment 

·      Reservation – seats per class, beds per class for nap time 

 

Billing: 

 

·      Verbal statements of amount due (per month/week/fortnight/day) 

 

 

Payment: 

 

·      Cash 

·      Direct debit 

·      BPAY 

·      Cheque 

·      Government subsidies 

 

Consultation: 

 

·      Meeting the carers

·      Programs/training 

·      Observation – during trial period 

·      Meeting other kids 

 

Hospitality:

 

·      Providing certain meals 

·      Transportation – pick ups 

·      Waiting facilities 

·      Extras amenities for kids – entertainment 

 

 

 

Safekeeping

 

·      Lockers for belongings 

·      Barriers/keyed entry so kids don’t run away 

·      Transportation – safe transportation of the children 

·      Renovations – to ensure safety 

 

 

Exception:

 

·      Dietary requirements 

·      Disability – special needs kids 

·       

More demand in the morning/night before and after working hours

Different types of sport are on at different times of the year/seasons

school hours and vacations for students

Less demand for public holidays 

Employee working hours (demand in morning/night)

Seasonal change influence demand, e.g. swimming and running machine?

Demand levels can change depending on the weather (e.g. a local soccer match may be called off if the weather is bad)

Demand also change when there is a natural disaster.

Healthy events, hay fever in summer

Demand change by the students’ exam timetable (different each period)

For different part of customers, e.g. for student group, for residents group

Resident group- employed users have a high usage rate before and after working hours?

Student group- students generally have a higher usage rate during the day (class timetable hours?)

Most sporting teams/events are made up of current university students

Will the quality or quantity of equipment change the customer’s demand?

- location of consumption-Departure location, international and domestic

- Time of departure (early mornings typically cheaper)

Customer value is most important because of high competition

Reliability that there will be a meal and drink made for you

The atmosphere and experience of eating in a restaurant

Book a dinner for birthday, some memorable moment 

Delicious food

2. Responsible for producing customer value, organisational productivity and sales 

3. Strategies 

Assistant: Hi, how can I help you?

Customer: Hi, I’d like to upgrade my mobile phone plan.

Assistant: No worries, I can help you with that. What is important to you in your phone plan? What data and call requirements do you have?

Customer: *gives requirements

Assistant: *Proceeds to show options and give recommendations based on expertise

Customer: I think this option works best for me. I am happy to go ahead with it.

Assistant: Great, I can help you upgrade to this plan now.

*Purchase is made

Assistant: Is there anything else I can help you with today?

Customer: No, that is all, thank you.

Assistant: No worries, thanks for coming by and I hope you have a great day.

Cycle of Mediocrity

Employee cycle:

Customer cycle:

There are lots of brands in Myer, when customers saw too many brands who may think Myer is a diversification and fantastic department store. 

Considering the price, myer has a price policy that they will offer a lower price then other competitors.

Myer has particular color and symbol, yellow/ orange

Myer branding is the same over all 61 of their stores in Australia. All stores have the same brand image of Myer and communicate this through advertising in store and externally. Their promotions and stores reflect Myer’s positioning strategy.

For family time, there is a display about Christmas theme each year, not just department store.

Collecting feedback for customers

Spatial and functionality 

Restaurant dine in characteristics (High contact)

Food delivery characteristics (low contact)

Possible ways to reduce risk:

- they always choose Mcdonald’s based on habit or convenience (near their house or workplace etc)

-they consider Mcdonald’s or KFC, choosing based on promotions or lower prices

- customers that seek new products, will choose based on new choices (e.g. new burger)

Switchers:

Offer deals and coupons for users (on My Maccas app, encourages consumers to use the app to check deals)

Increase convenience of purchase (eg. self-serving digital counters)

Multibranders:

Employ marketing campaigns to differentiate from competitors (Eg. Maccas Monopoly, 30 days of deals etc.)

Have all food information and value easily accessible on website

Multichannel marketing to appeal to multibranders across a range of mediums (Eg. Online, billboards, email marketing etc.)

1.
Loyals:

 

Habituals: 

 

Multibrandsers: 

Switchers: 

 
2.
Switchers to Loyals 

 

Multibranders to Loyals 

- Offering fixes on any types/models of cars
- Supplementary services

2. Encourage existing customers to purchase higher value services
- Advising further fixing
- Educating the customers why the high quality parts are better 

Root causes: 

Specific recovery strategies:

Backstage personnel  
Lack of chef
Other causes 
- Weather
- Traffic jam