By William Leith
William Leith, writer of The Hungry Years and Bits of Me Are Falling Apart, tells, in A Northern Line Minute, the darkly funny stories of his escapades at the Tube - a part of a sequence of twelve books tied to the twelve traces of the London Underground.
The Northern Line is the Black Line, and William's event of it definitely displays that. It's the road on which he has fought together with his female friend, misplaced jobs, watched soccer groups lose and been caught underground. It's a narrative of London existence.
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Additional resources for A Northern Line Minute: The Northern Line (Penguin Underground Lines)
Process: This tells us how the service is provided and the behaviour of the people involved, which is critical to customer satisfaction. Physical evidence: Unlike a product, a service is intangible and cannot be experienced before use. Services generally have more risk associated with them in a client’s minds. Physical evidence can be provided through the use of testimonials or case studies CASE STUDY Referring back to the ‘7Ps’-Product, Pricing, Promotion, Placement, People, Process and Physical Evidence - answer the following questions: Marketing Timeshare Reflective practice 1.
Customers buy into timeshare because they have a need for a sense of permanence and belonging to a specific location. They are most likely to visit the resort and their unit regularly at the time of the week purchased. Critical success factors largely concern relationships with staff at the resort and other resort owners. Social functions and opportunities to meet other guests are therefore also important critical success factors. Being recognized by resort staff and being treated as a valued customer, even a friend, by resort personnel are also critical to success.
Mr and Mrs Smith do in fact show up at the appointed place on the appointed date and are herded into a large conference room with 100 or so other ‘lucky’ winners and are subjected to a 2 hour and 45 minute long timeshare sales presentation. After politely saying ‘NO’ five or six times to five or six different salespersons and managers, each more high pressure than the last, Mr and Mrs Smith are finally brought to a tiny room to claim their prize – a 700 black and white TV. The retail value of the prize?