So You Want To Change
•Download as PPT, PDF•
1 like•345 views
Marketing. It's more than bloody communications.
Recommended
More Related Content
Similar to So You Want To Change
Similar to So You Want To Change (20)
More from Stephen Dann
More from Stephen Dann (20)
Recently uploaded
Recently uploaded (20)
So You Want To Change
- 2. Social Marketing Social Change with Marketing
- 6. Let’s talk real marketing
- 7. Kotler, P and Roberto, E, (1989),
- 9. The expectations trap A Parasuraman, Zeithaml and Berry (1985) Expected Service Perceived Service GAP
- 10. Why it’s a really big trap Perceived Service Expected Service Them Us Customer Gap GAP 1 GAP 2 GAP 3 External Communications to Customers GAP 4 Service Delivery Customer-Driven Service Designs and Standards Company Perceptions of Consumer Expectations