109-2 Service Management Aldi Abdurahman

Below is an example of how you turn a regular train trip into a motel train trip.
Can you think about another good example of turning a regular product(service) into another better product(service) ?

Answer : A cafe can thus contribute to supporting the library's function as an open, public meeting space, where citizens can meet others in casual contexts within the library's settings. It would be an obvious choice for the cafe to offer the library's visitors the opportunity to work for a short or longer time with their laptops, read books or newspapers and take their time to enjoy a cup of coffee, close to other people and visual and auditory impressions. Some users may have a need to change from a quieter zone at the library, where they have spent some time, in order to recharge their batteries with a snack and new experiences. Other users of the cafe position themselves here throughout their entire visit. It is therefore particularly important that the cafe interacts efficiently with the library's material collection.

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(1) What does experiential marketing really mean to the customers?

Answer : At its core, experiential marketing is all about creating a meaningful connection between a brand and its customers. More than just promoting a certain product to a passive audience, experiential marketing is designed to have customers actively engage with a brand’s identity and its core values.

(2) Can you think of a really interesting and fun example of experiential marketing?

Answer : Though known for being a car company, Volkswagen has been known for extending their brand beyond the automotive industry. One way they were able to do so was by creating a concept called “the fun theory” in which they attempt to pivot people’s behavior by adding an element of fun. For this experiential marketing example, the Volkswagen team cleverly created “piano” stairs in a subway stop in Germany, right next to the escalator. This led commuters to choose the stairs, playing their own tunes as they went up and down each step. As a result, 66% more people chose the stairs as opposed to the escalator.

On the surface, it may seem very odd for a car company to use musical steps as a marketing tactic. However, the reason this experiential strategy worked so well was because it resonated with a simple human emotion: having fun. When a company is able to associate their brand with an emotion as pure as fun, they’ve already won over the customer.

Main takeaway: The experiential strategy does not always have to involve the product. As long as the result is a powerfully positive brand association, the strategy is worth it every time.

Examples Of Experiential Marketing - Disha Kanchan I have compiled some of the best examples of experiential marketing in the above video.

（1）What are the technology that the NPM uses in order to create a “whole Customer Experience" with their customers? Please give an example to each technology.
Answer :

1. Digital Imaging and Computer Animation
The technology that the NPM Use is Digital imaging and computer animation the museum has been able to bring ancient artworks to life. by employing this uniqe animation technique the museum can transport viewers back in time may hundreds of years.

2. Innovative approaches to make ancient calligraphy leap of the page modern projection technologies and textured interactive surfaces allow viewers touch and experience the creative genius of past calligraphy masters.

3. High-resulution 3D digital imaging of select items using its stat of the art 3D virtual artifacts exhibition system visitors can explore the uniqe features.

Technology Brings Treasures to Life at Taiwan’s National Palace Museum Taiwan’s National Palace Museum houses one of the largest collections of Chinese cultural treasures in the world. Opened in 1965, over 690,000 artifacts, inc...

https://www.youtube.com/watch?v=fTlbuxPb9ik

Real Example :
Amazon has chosen to place heavy emphasis on the customer aspect on their business. the focus on customer loyalty likely all begins with a fundamental belief of amazon founder. jeff Bezos essentialy that customer will be loyalty to a retailer up until that moment that somebody else offers them a better product or service. this belief has driver bezos to formulate a strategy that fiercely keeps amazon ahead of their competition.
So what has resulted from emphasis on this customer loyalty?
firts and foremost amazon is known for providing an exceptional customer service experience. there are many reason that amazon customers rave that about service, but among them are features such as free returns , ease of checkout personalized product recommendation the speed of order fullfillment. Amazon not only does all of this things consistently but they do it better than almost anyone , almost every time.

After watching the following video,please predict the city of the future after ten years.....

Answer :
With Alexa, self-flying drones, humongous fulfillment centers and it’s very own airline, Amazon is not coming slow. Soon, we will be living in a world filled with gadgets made by Amazon. The company is now looking to shift its headquarters downtown where drones can easily fly around delivering people’s orders at their doors thus making on-demand delivery of goods and services swift.

Let’s glance into what Amazon’s ‘city of the future’ will look like a few years from now. It has three patented ideas:

The flying warehouse
The first patented idea is a flying warehouse that can deliver your order within 30 minutes by dispatching a drone from its mobile warehouse hovering, closeby. The advantage this will have over a ground-based warehouse is that the drone can drift most of the way due to the effect of gravity and will only make use of its spinning propellers when maneuvering directly towards the delivery location. This will save lots of substantial energy, unlike ground-based stations where the propellers will have to function continuously so that the drones stay aloft.

Street lights with docking stations
The second patented idea of flying drones was introduced by Amazon two years ago but due to various administrative issues, it hasn’t been implemented yet. The vision behind this idea is that they will be using street lights as docking stations to refuel their drones. These stations can also act as delivery spots and provide navigational information so the drones can safely reach their final destination. During unforeseen weather conditions, they can also provide shelter to the drones.

The beehive
The third patented idea is a beehive, to accommodate the drone delivery program. The previous fulfillment centers are located in large areas that are outside the main cities. Hence, the drones will have to travel a large distance to reach their destinations in time. To cater to this, they intend on shifting to areas that are densely populated to make deliveries more efficient. The beehive structure is a multi-story building built vertically for easier navigation of drones. Due to their height, these drones can easily steer downwards thus avoiding any mishaps along the way. Amazon is also thinking of constructing drones with multiple rotors and motors so that if one fails the other starts functioning.

The challenges
With Amazon being one of the biggest companies in the world and having its tentacles in a wide range of industries, politicians and high-powered officials will likely be raising questions on how a company that is only a few years old now dominates the whole world and is planning to further alter the trends of the current market with its plans. Given below are some of the key challenges that the company is facing right now:

Drone Delivery Trust Issues
Delivery distances for drones is a challenge since fulfillment centers are located outside the cities. Also, people think that drones flying close to their residential areas is a threat to their privacy. Another concern is the noise that the drone tower will make which will disrupt the peace in their area. Amazon is looking into ways to solve these issues by using customized motor/rotor designs with sound damping facilities.

Third-Party Sellers
A large network of sellers is a plus for a retail company but also aids in an increased number of risks if the sellers are fake or deliver unsafe products, making use of a well-reputed company like Amazon as their platform. Also, for the most part, they have not been able to successfully filter through these fake products which mostly originate from China. These complexities can damage the repute of Amazon which is one of the most trusted tech companies, nowadays.

In-house Logistics
Research tells that a large proportion of Amazon’s logistics is delivering their packages which has increased to 48% from 15% in two years but this has impacted negatively by resulting in late deliveries. In 2017, an average of 4.6% of items was delivered late which increased to 16.6% by 2019. Amazon needs to polish its in-house logistics by making use of a more slower and planned approach.

Moving Ahead
Nowadays, technology is dominating every business be it public or private. People are adapting to new tech devices that provide an easier, faster and reliable mode of exchange between goods and services. Hence, the word on-demand has been gaining significant popularity and companies are trying to deliver these services at an even faster pace.

When we look into the city of the future that the e-commerce giant, Amazon, has envisioned we will realize that they are setting completely new standards to satisfy their consumers. This gives us a peek into how will future cities look like and who our future competitors will be. If you are looking to compete with these high-tech companies, now is the right time to get started.

Amazon’s City of The Future What if Amazon moved its shipping centers downtown? Where drones fly into the buildings to pick up deliveries.This drone beehive is one of the ideas and pate...

MARK UP AS FINAL REPORT

1.)What are the tools of Amazon to create a “whole Customer Connection” life with their customers? Please give an example to each tool.

Answer :
1. Amazon Alexa
Amazon Alexa, also known simply as Alexa, is a virtual assistant AI technology developed by Amazon, first used in the Amazon Echo smart speaker and the Amazon Dot, Amazon Studio and Amazon Tap speakers developed by Amazon Lab126. It is capable of voice interaction, music playback, making to-do lists, setting alarms, streaming podcasts, playing audiobooks, and providing weather, traffic, sports, and other real-time information, such as news. Alexa can also control several smart devices using itself as a home automation system.

2. AWS
Amazon web service is an online platform that provides scalable and cost-effective cloud computing solutions.
AWS is a broadly adopted cloud platform that offers several on-demand operations like compute power, database storage, content delivery, etc., to help corporates scale and grow.

3. Virtual Dash Button Service (VDBS)
Dash Buttons are shortcuts for Prime members to quickly find and reorder their favorite products from Amazon. With our easy-to-use SDK, you can take advantage of Amazon’s authentication and payment systems, customer service, and fulfillment network to offer your customers easy shopping at their fingertips.

4. Primer Air Amazon
Prime Air is a drone delivery service currently in development by Amazon.

2) What has Amazon done in order to avoid customer change of heart?

Answer :
Because Amazon is One of Innovative company in the world with their technology development, Amazon want to grow it by providing them with lower rates, faster delivery, and an easy experience.

founder of Amazon Jeff has a principle of putting customers first over excellence. He developed a comfort strategy. customer will need to spend time in the store buying books. also does not make customers wait long by making same-day delivery services in many countries. The price is lower than the customer and will make the customer a loyal customer

Amazon Empire: The Rise and Reign of Jeff Bezos (full film) | FRONTLINE An inside look at how Amazon CEO Jeff Bezos built one of the largest and most influential economic forces in the world — and the cost of Amazon’s convenience...

Section 2, May 31 2021

Section 1, May 31 2021

Why is JD.com so powerful these days??? Do you think JD.com is even better than Alibaba?
Answer :
i think why is Jd.com so powerfull these days. because JD Logistics is likely the biggest of the bunch. It operates 800 warehouses in China, giving it more warehouse space than Alibaba And like Alibaba, JD built its logistics operations to serve its own delivery needs, but it's also allowed it to build a fast-growing third-party logistics business.

JD's business is simpler, its years of investments in infrastructure and logistics are bearing fruit and boosting its margins, and it will probably generate stronger earnings growth than Alibaba for the foreseeable future. Alibaba needs to figure out how to grow its core commerce business without sacrificing its margins, and consider divesting non-core assets like mobile apps, games, and its streaming media platforms to streamline its business.
JD's lower valuation and improving fundamentals made it a better buy than Alibaba.

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Analyzing by Amazon E-commerce

GAP 1: Gap between Management Perception and Customer Expectation
example :
For Instance- A Amazon owner may think that the consumer wants a better Quality product in the store, but the consumer is more concerned about the Service and delivery.

GAP 2: Gap between Service Quality Specification and Management Perception
Example :
An example would be Amazon Managers who may tell the employees to provide the order of the consumer quick, but do not specify “How Quick”.

GAP 3: Gap between Service Quality Specification and Service Delivery
Example :
An example would be a Amzaon having very specific standards of the service communicated but the Amazon staff may not be given proper instruction as to how to follow these standards.

GAP 4: Gap between External Communication and Service Delivery
Example :
An example would be a Amazon that has provide all the product , it serves there are some product didnt provide in there . In this situation, consumer expectations are not met.

GAP 5: Gap between Experienced Service and Expected Service
Example
For Instance, A Amazon Manager may keep visiting their consumer to ensure quality check and consumer satisfaction, but the consumer may interpret this as an indication that something is fishy or there is something wrong in the service provided by the restaurant staff.

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Class Section 2 for Service Marketing Management Class B
Monday, May 24 2021

Class Section 1 for Service Marketing Management Class B
Monday, May 24 2021

Class session 3
https://meetingsapac3.webex.com/meetingsapac3-tc/j.php?MTID=m9849b99872cf22d9a26b58c2633c87b0

Class session 2
https://meetingsapac3.webex.com/meetingsapac3-tc/j.php?MTID=mdc1620c437179493cb3d4ce686fc20c5

Class session 1
I use cellphone to study online
https://meetingsapac3.webex.com/meetingsapac3-tc/j.php?MTID=m213061ebb48377309b0c13fa9f9472cc

Question 1: How did Alibaba change its service systems in the new retail store? Please give an example.
Answer:
Alibaba founder Jack Ma realized that the future of retail will not be a question of offline versus online. In fact, those two can’t be the only options. Enter New Retail. New retail is based on the simple premise that the future will not involve total domination of e-commerce. Instead, it’ll involve digitization of all commerce.
New retail will include transforming not only consumer engagement but also the entire value chain. It’s full stack digitization. Retailers will be able to develop smarter and more flexible supply chains capable of managing inventory across offline and online channels. At the same time, data will play a more important role than ever before in product development. Brands and retailers will begin to see everything through the lens of technology enablement, business impact and customer experience.
Question 2: Please describe the buying process in detail when buying a new car in the new retail store at Alibaba.
Answer:
Experience the "Super Test Drive" self-service reservation priority using vending machine.
How about buying a car just like buying a drink from a vending machine? Well, that day has come. On Monday, Chinese e-commerce giant Alibaba, along with Ford launched the first ever car vending machine in the southern city of Guangzhou. With a height of over 20 meters, it may be the world's largest vending machine. It can accommodate 42 cars. Alibaba calls it "super-test drive".
Just search Super Test Drive in Chinese in the app(tabao app) and choose the car that you fall in love with. Normally it costs 99 yuan, or about 16 US dollars for a three day test-drive. But if you get a score of over 700 points in Alibaba's own credit system, it's all free.
The vending machine uses a facial recognition system to identify the consumer. After confirmation, the chosen car gets lowered onto the ground. Then you can drive it away. But at the moment, the vending machine is only for test drives. If you really want to purchase a car, you still have to do so at a dealership. Alibaba says it does not intend to challenge the traditional dealership model.
Question 3: Do you think the new retail store at Alibaba will also succeed if it was introduced to your country? Please explain the reason by giving an example.
Answer:
In my opinion, The new retail at Alibaba is such a great idea ever. Some of Alibaba’s technology will have its success in my country. Time by time technology is getting more sophisticated so my country will pursue the growth of the era.
One thing that I consider is the technology of buying a car by vending machine. Regarding the video, Alibaba makes an offer to buy a car using a vending machine which is too risky if it is applied in my country. Because not every innovation can be applied in every country because as we know every country has its own culture. Alibaba make an offer to have a test drive for 3 days which have a lot of risk. I know my country so well, I really know when I will losing my motorcycle just because we put it outside of the house. We are all know that Indonesia have twiggy law which can not ensure the technology to survive.

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Class A:03/24 Wed) (Class B:03/29 Mon) Homework 2 : History of the Online Apple Store
Question 1: How did Apple design its service systems in the Online store?
Ans: In 1997, the year Steve Jobs returned to Apple, Dell founder and CEO Michael Dell were asked how he would fix Apple. Dell responded: "I'd shut it down and give the money back to the shareholders". This angered Jobs, due to Dell's success with its online store originally built by NeXT, his former business that Apple acquired to bring Jobs back. A team of Apple and NeXT employees spent several months building an online store that would be better than Dell's. On November 10, 1997, Steve Jobs announced the online store at an Apple press event, and during his keynote speech, he said: "I guess what we want to tell you, Michael, is that with our new products and our new store and our new build-to-order manufacturing, we're coming after you, buddy."
In August 2015, Apple revamped the online storefront, removing the dedicated "Store" tab and making the entire website a retail experience.
Question 2: What is the core tech of service systems in the Apple Online store?
Ans: Web services are the interchange of XML-based queries and responses between clients and servers over the Internet or an intranet via standard protocols such as HTTP, HTTPS, or SMTP.
OS X provides support for the client side of these queries and responses, allowing your application to exchange information with remote web servers. Some support for the server side of these operations is also available, primarily the translation between CFTypes and XML for SOAP and XML-RPC protocols.
You can communicate with remote servers using Apple events or the Web Services Core framework. Support is provided for using web services from procedural C, Cocoa, or AppleScript. This document describes using the WebServicesCore framework from procedural C or Cocoa. For guidance on using Apple events from AppleScript, see XML-RPC and SOAP Programming Guide.
The web services API has built-in support for SOAP 1.1, SOAP 1.2, and XML-RPC protocols. The API also supports custom serialization schemes, allowing you to work with other standards or proprietary schemes.
Question 3: How will you design a new Technology Product Online store in your country? What kind of things would you like to copy from Online Apple Store?
Ans:I think I want to put a technology that everyone who visit my online store can experience what they only can experience it when they come to my store examples they can also try the product that they can only do it at the store. What I want to copy from Apple Online Store is their online store display. I think it was very cool because it was simple, elegant, and so easy to understand.

History of the Online Apple Store Start building your website with Squarespace today and get 10%-off your first purchase: https://squarespace.com/appleexplained_____________________When it co...

In-Class Video Reference: - "History of the Apple Store
Question 1: How did Apple design its service systems in the retail store?
Apple does one thing better than anyone else: it makes complex things simple. Just as the Mac was easier than the PC, the iPod was successful because it made getting your music into your pocket dead simple.
Question 2: What is the core tech of service systems in the Apple retail store?
Apple continues to upgrade what has been achieved. wants to continue to improve the model because the "Job" thinks the retail problem needs to fundamentally change the relationship to the customer and provide more control over the presentation of the apple product and their brand message. and he gathered people who he knew if they had intelligent abilities and made something that had not been before.
Question 3 : How will you design a new Technology Product retail store in your country?
What kind of things would copy from the Apple Store? I will design the shop according to the characteristics of the technology. What I copied from the Apple Store is the design of the room / building, the arrangement of items that are attractive and also implemented 5 steps that are a "holy grail" for Apple.

History of the Apple Store Click to Enter the AnyTrans for Cloud Pre-Release Contest: https://www.imobie.com/special/anytrans-cloud-pre-release-contest.htm?ref=apex1Learn more about An...

Question 1: How will we shop for clothes in the future in your country?
Answer: Currently in modern times. many sell and buy goods online using the application. maybe in the future it will be even more sophisticated to buy goods. For example, like our clothes can only measure the size, maybe in the future we can buy clothes online with the addition of the real size feature.
Question 2: How will online shopping evolve in your country?
Answer: Online shopping behavior has become a habit for many people, especially in the midst of a pandemic like today. Moreover, Indonesia is the largest e-commerce market in Southeast Asia. According to Wearesocial and Hootsuite data, around 90% of internet users in Indonesia have shopped online. In 2019, the value of e-commerce market capitalization in Indonesia reached USD 21 billion or around IDR 294 trillion. Based on the McKinsey report, the e-commerce industry in Indonesia is predicted to reach a value of USD 40 billion by 2022. There are several factors that influence the rapid development of e-commerce in Indonesia. One of the biggest factors is the fairly rapid growth of the middle class in Indonesia, which is as big as 21% of the total population or as many as 57.3 million people in 2019. This can also be seen from the increase in the amount of public spending on online consumer goods shopping by 23% in 2018 compared to 2017. Apart from the increasing middle class, other factors Also supporting the development of e-commerce is the increasing level of internet pe*******on and mobile device users, enabling more people to access various online shopping platforms, from online store websites, marketplace applications, social media, and many more. Another factor that is also contributing is the increasing number of financial technology companies, allowing a variety of payment methods. According to Google data in July 2018, around 66% of Indonesians do not have bank accounts. With the emergence of various applications and payment features as well as online wallets via smartphones, it has become easier for people to make online transactions.
Question 3: How will smart audio technology impact our shopping experience in your country?
Answer: Smart audio is very helpful, especially for blind people (blind people) because intelligent audio makes it easier for them to do something. and also for other normal people when they are busy doing something and it is not possible to type messages or go buy things, we can use that smart audio. but the bad thing is we become lazier to do something.
Question 4: How will robots change our shopping experience in the future in your country?
Answer: The use of robots in the future may change our lives to be easier, because robots can do something. but the negative impact of the use of robots will reduce the amount of human labor and will be a lot of unemployment.
Question 5: What is the future of brick and mortar shops in your country?
Answer: In the future, such stores will still exist, but the services will be even more sophisticated, for example, such as AmazonGo.
Question 6: What role will human interaction play in the future shopping experience in your country?
Answer: Human interaction in the future may use an online system but it looks more real like using a virtual real feature

The Future of Shopping According to Customer Experience Futurist, Blake Morgan, the online shopping experience we know today is flawed. Why? Sizing. Listen in as she talks through ...

(Class A:03/03 Wed) (Class B:03/08 Mon) Please check the video first before you write down your answer. In your own opinion, is Taiwan Service Industry any good ?
I agree with the opinion in the video about customer service in Taiwan.I think the service in Taiwan is quite good and satisfying. Besides that, I think Taiwan is a country with friendly people as well as the service industry in Taiwan serving friendly, polite, kind, and the facilities provided are also complete. Besides the excellent service, everyone who lives in Taiwan is also guaranteed their health with insurance, and almost all clinics serve anyone regardless of where they come from and who, in our public transportation services we can too. meeting Taiwanese people are very disciplined they manage the queue, the payment method is also very flexible, you can use direct money or cards. This flexible nature can also be found in several sectors.
My experience was when I first bought things at 7-11, I saw the cashiers there were very busy and they served customers quickly. Even though they look busy with their work, they are very friendly, they still welcome customers who want to visit. In addition, at 7-11, customers can also pay their bills at the convenience store, whether it's utilities, cable TV, internet, packing, school fees, insurance, even traffic tickets, taxes, and cradit cards. Customers can also send packages, copy and fax documents, buy train tickets, order concert tickets, print photos, renew SIMs, make online orders, borrow library books, and check blood pressure at minimarkets.
(How do you compare the situation here with your own country's Service Industry, please give me an example.)
In my opinion, when compared to customer service in my country Indonesia, it is almost the same as here. in service to customers they are very good, and friendly. However, there are some shops I have visited that exhibit an attitude that makes me uncomfortable. However, in general the services were more adequate and better.

外國人覺得台灣的服務業如何 | Is Taiwan's Service Industry Any Good? [有字幕 ] 外國人覺得台灣的服務業如何 Is Taiwan's service industry any good? Bopiliao Old Street:https://guidetotaipei.com/visit/bopiliao-historical-block-剝皮寮-heritage-and-cu...