Types of Customer Variability and Strategies How to Tackle Them

Customer Experience Management
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Ignatius D
Manager, India
In case of PRODUCT purchase, customers can't customize their experience a lot, they choose the products which best suits their needs. But in a SERVICE business, customers may have more unpredictable behavior. They may have various wants which might change from time to time, they may request the service at any unpredictable time, etc. All these things can be included under a broad term known as customer variability. To manage customer variability, the first step is to understand what forms it can take. The following are the types of customer variability: ARRIVAL VARIABILITY: This is one of the most common types observes by the service providers. It happens when a customer wants the service at times other than what is specified by your company, they want it according to their convenience. Suppose, at the reception of a hotel or at the billing counters of a daily needs store at a specific time there is a long queue as all the counters are busy, while at other times, they may be al (...) Read more? Sign up for free


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