Show Me the Money — TNT Case Study

Colin Shaw

Chapter 10 in The DNA of Customer Experience, 2007, pp 146-156 from Palgrave Macmillan

Abstract: 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.

Keywords: Management Team; Market Leader; Customer Experience; Revenue Growth; Crossword Puzzle (search for similar items in EconPapers)
Date: 2007
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-0-230-21081-3_10

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DOI: 10.1057/9780230210813_10

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