The gap between the customer expected service and company perception of customer expectation.
|Inadequate market research. |Design, conduct and implement appropriate market research. |
|Poor communication between customers and management and between|Design and implement an upward communications programme. |
|front line employees and managers. | |
|Lack of, or poor marker segmentation. |Build customer relationships through market segmentation |
| |techniques and customer retention strategies |
|Focus on transactions rather than relationships. | |
| | |
|Focus on new customers rather than existing customers. | |
The gap between company perception of customer expectations and development of customer driven service designs and standards.
|Lack of standardization of Service behavior &|Reengineering |
|actions. | |
| | |
|Lack of formal process for setting service |Establish the Service Encounter sequence |
|quality goals. | |
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