IT Enabled services (ITES), also called web enabled services or remote services or Tele-working, covers the entire gamut of operations which exploit Information Technology for improving efficiency of an organization.
IT companies are fast recognizing the advantages of multi-country service delivery capabilities to better manage evolving customer requirements and execute end-to-end delivery of several new services. They are enhancing global service delivery capabilities by combining green-field initiatives, cross-border M&As and partnerships.
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By demonstrating the value of your offer you will increase the chances that people will choose your service when deciding between the different value propositions in the market place.
Physical evidence must be provided to give people something tangible to reinforce the benifits of your value proposition.\
By managing expectations of the people,you do not undersell the value of the offer,but neither do you promise more then you can deliver.
Service initiation is the moment when a person chooses your service,agrees to enter into a mutual activity with you according to your offer and becomes your customer.
This is where you interact with the customer to deliver the value that was initially promised.This may result to instant gratification or a life-time value pursuit depending on the type of service.
Interaction conclusion signals to the value of the offer has delivered and both parties have met their objectives.
Services Souvenir is physical evidence retained by the customer that pertains to the initial Service experience.The may include but is not limited to:gifts,photos,ticket stubs,receipts etc.
Follow-up interaction is any subsequent actions to develop customer intimacy and redisplay the value of your service.
To identify new opportunities or experience breakdowns,it is important to moniter the perception people have of service.