PPT Slide

Figure 9-2

Getting to Actionable Steps

Satisfaction Value

Relationship

Solution Provider

Reliability Empathy

Assurance Tangibles

Responsiveness Price

Delivers on Time

Returns Calls Quickly

Knows My Industry

Delivers by Weds 11/4

Returns Calls in 2 Hrs

Knows Strengths of

My Competitors

Requirements:

Abstract

Concrete

Dig

Deeper

Dig

Deeper

Dig

Deeper

Diagnosticity:

Low

High

General Concepts

Dimensions

Behaviors

and Actions

Attributes

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