By American National Standards Institute.; American Water Works Association
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Extra resources for AWWA standard for heat-shrinkable cross-linked polyolefin coatings for the exterior of special sections, connections, and fittings for steel water pipelines
As competition drives the price of core products down close to costs, and as technology has the effect of commoditizing products, the profitability of a business is, increasingly, more dependent on these aspects of a product than on the core product itself. More and more, there is a tendency to sell the basic product free or ‘at cost’ with all profits arising from the personalization factors. For example, it is a widespread practice for mobile phone companies to give away free cellular phones, while the market for personalized ringing tones and icons is estimated to be one billion dollars in Europe alone.
Well, with respect to the cost reduction driver it is clear that the business website is an even cheaper way of disseminating routine information. And the revenue benefit never materialized because the customer profile information was rarely delivered and consumer hostility to ‘blind’ telemarketing is universal. The consumer benefit was the much heralded ‘singlepoint-of-contact’ benefit that would prevent consumers being passed from one department to another. It is quite clear that this was rarely achieved and that the consumer experience of call centres is almost universally negative.
But the fact that this results in a very comprehensive list of services does not disguise the truth that it nonetheless remains an inflexible menu, albeit a very comprehensive one. A guest who requests a shoe-shining service where this is not one of the many services on offer will be met with blank incomprehension and a yawning gap will continue to exist between disguised product-centred systems and genuinely customer-centred ones. At one extreme are market pirates; businesses that exist to exploit a temporary need in the marketplace where no intention exists to offer any value proposition or to build enduring relationships.
AWWA standard for heat-shrinkable cross-linked polyolefin coatings for the exterior of special sections, connections, and fittings for steel water pipelines by American National Standards Institute.; American Water Works Association