Xerox: The Power of Unconditional Service Guarantees
Use discussion questions as
headings in your report. Discussion
Questions
- What are the important features of the Xerox customer satisfaction program
- What prevents other organizations from doing the same
- Who is a satisfied customer
for Xerox
- Should Xerox offer a
guarantee
- Evaluate Xerox s guarantee
alternatives using article
The
Power of Unconditional Service Guarantees
using five criteria for a good service guarantee to determine which type
of guarantee it should offer.
The article is in the book on
page 151
The
article The Power of Unconditional
Service Guarantees has identified seven
conditions under which a service guarantee is likely to have a powerful
marketing impact.
Which
of these conditions are likely to occur in Xerox s situation Do the conditions vary among Xerox's customer
segments
How does Xerox research and measure customer
satisfaction What would you recommend to
improve the program
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