Problem: After reading Chapter 7 on customer loyalty, prepare a customer contact audit or medical services blueprint for the services of your group project. Using Figure 7-7 in the Berkowitz textbook, describe the potential gaps in service excellence for your chosen service line.
Use the customer value proposition described in the chapter to discuss how these potential bottlenecks (service gaps) in the audit would affect the value perceived by the customer. How might one of the service gaps be removed to enhance customer loyalty for your service?