Managing the Operational Behavior of Customers
5 important questions on Managing the Operational Behavior of Customers
In which 3 steps can managers plan their actions carefully to attempt to influence customers' behavior?
- Diagnose the problem
- Design a mutually beneficial operations role for customers
- Test and improve the solution
Wherefrom can the operational problems caused by customers' discretionary behavior range?
Which set of questions can guide the creation of value for both parties?
- What do customers gain from their new role? Are they better off than before? Are they still better off than they would be in the hands of competitors?
- What does the company gain from customers’ new role? What is the intended impact of their new behavior on the company’s performance?
- Is it realistic that customers will behave the way the company wants them to? What assumptions are managers making about human motivation?
- Higher grades + faster learning
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What is the difficulty in creating value for customers?
What are the tree most common mistakes of testing the solution?
- Creating testing environments that are substantially different from the real environment.
- Creating incentives - whether implicit or explicit - for the test to have a positive outcome.
- Designing a test that has no controls.
The question on the page originate from the summary of the following study material:
- A unique study and practice tool
- Never study anything twice again
- Get the grades you hope for
- 100% sure, 100% understanding
