Hi everyone,
To be honest, I make an online food order almost everyday especially for lunch since working from home as cooking during this time can be hectic and frankly speaking I just don't have enough time to cook for lunch.
However, today was a bit different because I got my food order delivered quite late which almost took 1 hour late.
While I got disappointed for the late delivery, surprisingly I got an email from the food delivery company saying I am entitled for a voucher which can be used in my next order.
Not much but it did cool me down a bit.
Frankly, I am happy with the voucher since I will be making another food order tomorrow.
On the other hand, to me this is what I call customer service done right and where theory meets real world application.
This is where the Marketing Mix model is properly implemented and the right place.
Marketing Mix and customer service done right
If you are in business, Marketing Mix is one of the most simple but important model there is.
The basic model contains 4Ps which are People, Price, Place and Promotion.
In my case, two fundamental factor is focused into which are the People and Promotion.
People is me. The company surely took into account the possible time delivery and the duration that will make their customer upset. If the time delivery is not as expected, the will trigger the possible feedback the customer might give. Hence, to counter this, the company will immediately send an apology email.
Promotion is the voucher. This one is where I got the email containing the voucher which they offer for my next order. In my opinion, the amount of voucher probably depends on the time duration that was late.
The power of Marketing Mix
By far, to me, Marketing Mix is one of the most powerful model for business. This model is even implemented in my company. This model can be used both for product and service based company.
Conclusion
All in all, I am happy at how the company used the model well. I was actually got no problem with the late delivery but receiving the email containing voucher opened my mind on this matter.