Table of Contents
Review of service blueprint
Building strong customer relationship strategies.
Two ways to terminate relationship.
Service blueprint can be effectively used by service organisations for boosting team performance. Service blueprint simply lays the steps through which the customer goes through while ordering food from Ubereats. It assists the employees in understanding the business operation and increasing the efficiency at the same time. In this assignment service blueprint of Ubereats is reviewed according to the standards blueprint. It involves touch points and different cross functional efforts. There can be several blueprints for the same business depending on the scenario.
Ubereats service blueprint has been successfully engaging customers and keeping them engaged with games facilities. It reduces redundancies and assists the organisation in accomplishing its objectives. Blueprint depicts the physical evidence which is a social post for attracting users and ultimately directing towards the registration process. . It also shows the customer actions and choices while they interact with the application. In this case it shows the actions of seeing social media posts and entering the landing page (Chen et al., 2020). Further customers view the ordering list and place the order for which they have to wait a minimum time. Meanwhile they are provided with gaming options so that they are distracted and do not feel hungry. After receiving the food feedback is shared this makes the customer action most important as it ranks the food system and service provided. It shows the map of customer journey vividly which creates efficiency in the process.
The next is front stage actions which are through computers as this is online delivery applications. Media posts and publications are used by marketers for promoting their services and keeping their customers engaged. Line of interactions continues till the customer is greeted with the delivery person for receiving the parcel. Finally, it effectively prints the last step taken by the social manager to repost food pictures of different customers. It keeps the process intact as every post engages the consumers and builds stronger communities.
It also shows the backstage interactions as it assists accounting and social managers to keep an eye on the information for providing better services. Last is customer support which assists in understanding customers and building long term relationships.
Service blueprint is an effective way to identify business weakness as it provides comprehensive understanding of business operations, underlying resources and process. Customer support assists in analysing the experiences of customers through which faults and shortcomings can be analysed strategically. Relationships with customers can be built by identifying the root cause and communicating with customers. Blueprint provides exposure to the bigger picture ultimately identifying loopholes.
Same way opportunities are spotted for optimizing the website. Visualisation depicts potential improvement (Soltani et al., 2018). Customer information can be used for identifying them and making them feel special. Personalisation is important and it can create a strong relationship with the customers. Further service blueprint can save loss of time and energy as it provides visualization for opportunities. Strategies can be formed around these opportunities to attract the right segment of customers and markets. It saves time and effort of employees as all data are present.Inconsistency is eliminated as there is no regathering.
Information can be used strategically for creating personalisation and sense of priority. It exceeds customer expectations ultimately creating a loyal customer base with strong attachments (Zhang and Du, 2018). It assists in retaining customers which is vital in the competitive environment. Lastly, appreciating the customer on the feedback is essential for bullying strong connection.
Service blueprint of Ubereats is simple and easy to understand as the main purpose is to increase efficiency. The only drawback is that it could have included secondary elements like arrows, emotions and time stamp for better visualisation.
Terminating unprofitable customers is utmost important. Businesses must not hesitate in terminating relationships with late paying customers, fraudulent customers, and several others who are not benefiting the business in any way.. Two ways in which customer relationship be terminated are as follows:
Possible implication of terminating the relationship will create drift in the relationship but it can be beneficial as all relationships are worth carrying forward (Jermsittiparsert et al., 2018).
Terminating relationship must be the last option as it can harm the business and its brand name. It is not ethically right to squander the customer base as they cannot be treated as commodities.
There can be negative impact on the brand as it can receive negative promotions through the terminated client. Word of mouth can effectively impact in attracting new customers,
Chen, Z., Ming, X., Vareilles, E. and Battaia, O., 2020. Modularization of smart product service: A framework integrating smart product service blueprint and weighted complex network. Computers in Industry, 123, p.103302.
Jermsittiparsert, K., Sutduean, J. and Sriyakul, T., 2018. Social Customer Relationship Management Capabilities and Customer Relationship Performance: Moderating Role of Social Media (Face-book) Usage among Indonesian Firms. Opcion, 34(86), pp.1257-1273.
Soltani, Z., Zareie, B., Milani, F.S. and Navimipour, N.J., 2018. The impact of the customer relationship management on the organization performance. The Journal of High Technology Management Research, 29(2), pp.237-246.
Zhang, J. and Du, M., 2018. Understanding the reasons for customer relationship termination: empirical evidence from Chinese B2B firms. International Journal of Information, Business and Management, 10(1), pp.14-35.
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