Abstract
Imagine you have been working late for the past week to ensure an important bid is submitted to a client on time. This deal is worth 30% of your target. You have been working night and day on this and as a consequence you haven’t seen your family very much. In fact your partner is now in a bad mood with you as you have missed a couple of important family events. Today is the day the bid needs to be in. Thank goodness, you have just finished on time. However, the tender document states you must get a hard copy to them. The problem is that the customer is over 200 miles away! You decide to send it by a courier who can deliver it on the same day.
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© 2007 Colin Shaw
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Shaw, C. (2007). Show Me the Money — TNT Case Study. In: The DNA of Customer Experience. Palgrave Macmillan, London. https://doi.org/10.1057/9780230210813_10
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DOI: https://doi.org/10.1057/9780230210813_10
Publisher Name: Palgrave Macmillan, London
Print ISBN: 978-1-349-35237-1
Online ISBN: 978-0-230-21081-3
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