Determining which service bundles are important to specific
customer groups means questioning your customers
(and potential customers) on a routine basis. Many goldstandard
providers of global logistics services do this annually.
Each customer group will have three important perceptions:
what service dimensions they value, how well your
firm provides those functions, and how well your industry
competitors provide these same services. The figure above
shows how critical gaps are identified.First,we question customers
on how important specific order placement and
order receipt activities are to their businesses (these represent
their valued service bundles).This is important not only
for identifying where we must perform,but also acts as a cost