Marketing Management : Episode 13 : Marketing Channels and Logistics

*Title:* Marketing Management : Episode 13 : Designing and Managing Services *Description:* Welcome to Episode 13 of the Marketing Management Masterclass! In this episode, we explore Chapter 13, diving into the unique characteristics of services and how organizations design and manage service strategies to drive customer satisfaction and loyalty. *Covered in this episode:* *The Nature of Services:* Understanding the four key characteristics that distinguish services from physical goods—intangibility, inseparability, variability, and perishability. *The Service-Profit Chain:* Examining the vital links connecting internal service quality, employee satisfaction and productivity, service value, customer satisfaction, and ultimately loyal profitability. *Managing Service Quality:* Exploring how companies close the gaps between customer expectations and actual service performance using SERVQUAL dimensions. *Product Support Services:* Designing effective post-sale service strategies, managing customer complaints, and turning traditional support functions into powerful profit centers. *Pricing Tiers and Differentiation:* Structuring tiered service levels to reward high-profit customers while efficiently managing lower-tier service delivery. Subscribe to the channel so you don't miss Episode 14, where we will dive into Developing Pricing Strategies and Programs!