Place (Distributing services)

The service channel

During the distributing process, service is literally delivered nothing. Along with experiences, performances and solutions can not be physically delivered as well. So there is, more non-physical channels begin popular. When distributing services, the built channels should get customers’ interest in buying services, let customers know how to use the service and set up local sites which can physically meet customers’ needs and wants. At the same time, convenience of physical location and operational schedule are also important for customers when the service is being presented, that is why we should create an interaction between customer and service organisation through electronic and non-electronic ways.

For providing customers a more convenient service, we will operate both online platform for technology savvy customers and set up physical service stores for customer who tend to use impersonal and self-service channels.

Describe and justify the brick and mortar channels

Choosing physical store location is important. It reflects customers’ needs, expectations and the nature of service operation. A better store location can be an competitive advantage, so we set up some accessible mini stores such as automated kiosk and self-service machine as well as some service points which are close to customers live or work.

For kiosk and self-service machine, detailed information and instructions will be easily displayed to customers, and machines are conveniently located and accessible 24/7. Moreover, transactions will be completed faster and more safety.

For service stations, we will improve information-based supplementary service including information, consultation, order-taking, billing and payment. We will also provide our customers with better hospitality. Customers can directly communicated with our frontline employees if they have any question, and our service is available limited to daytime.

Using electronic channels

Electronic channels can be offered together with physical stores. Because its convenience and broader selection attract customers to use it. Besides if customers purchase online, might get promotion or better price.

So we develop a website link and an online platform of purchasing voucher. It is more convenient for internet user or technology savvy. They can easily search updated information about promotion or instruction in real time. Also the billing and payment service is 24-hour. We encourage customers to create personal account, so the online transaction will be faster. For customers if they need extra help such as complaints or suggestions, we would like to provide them in time consultation as well as problem alert message. What is more, we really hope to receive feedback from our customers, so that our service can be improved.