You’re planning customer support services for Sonic’s new smart phone product. Review what you know about your target market and its needs; also think about what Sonic’s competitors are offering. Then respond to these three questions about designing and managing services.
• What support services are buyers of smart phone products likely to want and need?
• How can Sonic manage gaps between perceived service and expected service to satisfy customers?
• What postsale service arrangements must Sonic make and how would you expect these to affect customer satisfaction?
Consider how your service strategy will support Sonic’s overall marketing efforts. Summarize your recommendations in a written marketing plan or use Marketing Plan Pro to document your ideas.