Environments
Physical environments such as the architecture and decor of a hotel.Customer Service
Fast, friendly and diligent customer service.Brand Identity
Establishing a brand for services including elements such as visual identity and brand promise.Functions
Functions are things that customers can achieve with a service. For example, a software service that allows salespeople to estimate the prices of competitors based on market intelligence.Features
The details of how the service is delivered. For example, a flight that offers organic meals in economy.Reputation
Reputation such as a hospital that has a reputation for empathy and professionalism.Reliability
Reliability such as a website that is always up or an airline that is rarely delayed.Convenience
Saving the customer time and effort such as a ecommerce site with fast delivery.Usability
Services that are ease to use such as a mobile app that feels intuitive to customers.Terms
Making terms simpler than the competition or removing unpopular terms. For example, a telecom service that can be canceled at any time with with billing rated to the day of cancellation.Personal Service
Personal attention such as a named personal representative who you can call anytime with a question.Self Service
Tools that allow customers to do things quickly for themselves as opposed to having to call or visit.Variety
Variety such as an ecommerce shop with a large number of items in stock.Price
A low price or a unique price structure that is attractive to customers. For example, an airline that offers unlimited flights for a year for a flat fee.| Overview: Service Differentiation | ||
Type | ||
Definition | The design and delivery of a service to have unique and valuable characteristics relative to other offerings in a market. | |
Related Concepts | ||
