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Show Me the Money — TNT Case Study

In: The DNA of Customer Experience

Author

Listed:
  • Colin Shaw

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.

Suggested Citation

  • Colin Shaw, 2007. "Show Me the Money — TNT Case Study," Palgrave Macmillan Books, in: The DNA of Customer Experience, chapter 10, pages 146-156, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-0-230-21081-3_10
    DOI: 10.1057/9780230210813_10
    as

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