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PRE-SERVICE PERIOD

SERVICE PERIOD

POST-SERVICE PERIOD

Advertisement/Public Relations ?    Insert

  1. How is the service proposition communicated by the service provider?
Relacionamento com o Cliente Edit  [x]

O Netflix possui um relacionamento de cunho pessoal com seu cliente. Ou seja, busca um atendimento único, personalizado.
Desta maneira, além do atendimento por telefone ele está presente nas redes sociais ( Facebook, Twitter, Instagram).

Social Media ?    Insert

  1. Which pre-service information can people access through social media?
Word-of-mouth ?    Insert

  1. What do friends, colleagues and family actually communicate about the service and/or service provider?
Por qual motivo você é assinante do Netflix? Edit  [x]

* Variedade de filmes, títulos.
* Fácil acessibilidade ( tv, video game, celular)
* Baixo custo da mensalidade
* Fácil relacionamento com a empresa
* A empresa sempre me avisa quanto as novidades.

Past Experiences ?    Insert

  1. Which experiences do people have with (similar) services and/or service providers?
Quando não havia Netflix, quais serviços eram consumidos? Edit  [x]

* vídeo locadoras
* sites de download
* TV a cabo

Service Journey ?    Insert

  1. Which touchpoints do customers experiences during the service journey?
Persona Edit  [x]

* Frequenta à escola durante a semana na parte da manhã( 07:00 às 13:00)
* Pratica atividades físicas regularmente às 18:00h
* Sábados e Domingos são livres
* Lazer: Navegar na internet ( Redes Sociais e de Entretenimento), sair com os amigos e familiares.

O que busca no momento de lazer? Edit  [x]

* Entretenimento
* Relacionar com amigos/ familiares
* Diversão
* Informação


Quanto tempo se dedica a Internet? Edit  [x]

Cerca de 6 a 4 horas do dia.
Preferencialmente no período da tarde ou noite.

O que atrai nas series? Edit  [x]

* Identificação com temas do meu dia a dia
* Diversão
* Entretenimento
*Informação

Customer Relationship Management ?    Insert

  1. How do the service provider follow-up with customers?
Como podemos aumentar o numero de clientes? Edit  [x]

* Investir no relacionamento com clientes
* Investir na divulgação das series ( muita produção é poucas séries são divulgadas).

Social Media ?    Insert

  1. What do customers communicate about the service and/or service provider through social media?
Mídias Sociais Edit  [x]

* Instagram
* Facebook
* Twitter

Word-of-mouth ?    Insert

  1. What do customer tell their friends, colleagues and family about the service and/or service provider?
Boca a Boca Edit  [x]

* educativo
* engraçado
* informativo

Expectations ?    Insert

  1. What are (potential) expectations towards the service and/or service provider?
Experiences ?    Insert

  1. What are the individual experiences customers have with the service and/or service provider during the service period?
Experiencia utilizando o Netflix Edit  [x]

* possibilidade de entretenimento a família toda.
* variabilidade de títulos
* variabilidade de gêneros ( documentários, shows, séries, filmes)

Satisfaction/Dissatisfaction ?    Insert

  1. Customers individual assess the service by comparing service expectations with their personal service experiences
Opinião do Cliente Edit  [x]

Muitas séries estão sendo produzidas mas não estão sendo divulgadas de forma correta.
Não é possível " saber mais" sobre a série fazendo com que esta passe despercebida pelo consumidor.

Brainstorming Space ?    Insert Brainstorm Mode

  1. What are you temporary Brainstorming notes?
A Perks Members receives a email inviting them to purchase tickets to Splender in the Grass via the pre-lease tickets on Optus Perks. The purchase of the tickets gives the member access to the Splender competition where everyone wins a prize. The Member purchases the tickets and then the confirmation landing page has a link to a customised landing page asking them to spin the wheel. The Member spins the wheel and wins a prize. The Member recieves an email detailing out the prize and a unique barcode to redeem at the event. A push notification is sent to the Member on the day of the event reminding them to collect their prize Edit  [x]
A Perks Members recieves a email inviting them to purchase tickets to Splender in the Grass via the pre-lease tickets on Optus Perks. The purchase of the tickets gives the member access to the Splender competition where everyone wins a prize. The Member purchases the tickets and then the confirmation landing page has a link to a customised landing page asking them to spin the wheel. The Member spins the wheel and wins a prize. The Member recieves an email detailing out the prize and a unique barcode to redeem at the event. A push notification is sent to the Member on the day of the event reminding them to collect their prize Edit  [x]
Quais são suas expectativas com os serviços da empresa? Edit  [x]

* manter me atualizado da programação
* melhoria no catálogo de filmes
*Atualização das séries com maior regularidade

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