In Phase I of this exercise, students are invited to document two of their own face-to-face interactions with service providers. In Phase II, after all students have documented their experience interactions, a searchable online gallery is launched so that students can browse and learn from each other’s experiences, as well as highlight service interactions they find interesting and would like to discuss in class. During the third and final Phase III, certain underlying trends and correlations between key attributes are identified by graphical analysis of the recorded data. This final analysis sets the stage for the introduction of strategies companies can use to proactively cultivate more compatible customer relationships, yielding delighted customers and more efficient operations. To complete this assignment must read the HBS attached.
