Value Proposition Of Mba
Make sure the hygiene factors are maintained
The value proposition of Mocha is to create an experience for the customers. Therefore critical factors such as comfortable seats, quick response time and high levels of service level should be the top priority for the CEO
2. Develop alternative customer responses
Think of some alternative ways that could improve firm response in each of these customer contact opportunities.
3. Decide which responses will delight the customer
Try to pleasantly surprise the customer and thereby not just meet, but exceed their expectations. “Delight” Moments of Truth provide unexpected, thoughtful, delightful experiences for the customer. Something unexpected by customers who come regularly such as identifying customers by name and their preferences could go a long way in creating the Mocha experience for the customer which he will not forget easily.
4. Increased visibility of Mocha Brand
Proper Signboards, Backlit display board should be there so that customers can easily spot Mocha outlets. When we visited the signboard was not working and we found it very difficult to locate Mocha. This should be rectified immediately and should be on the top priority of the management as these are basic requirements. Mocha is a premium brand and falling short on such parameters could have a major impact on its