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• physical evidence - refers to everything yor customers see when interactintg with your business
• physical evidence - can also refere to your staff and how they dress and act
• good retail design attracts customers to your store and encourages them to stay longer
• physical evidene - it incorporates aspects that proves your brand exist and that a purchase took place
• process - refers to the processes involved in delivering your product or service to the cudtomer
• process - it is also about being easy to do business with '
• procedures and standards - explain how you want your business to operate
• benefits of the process - developing procesess and procedures and standards is particulary important if you are in an early stage of establsihing
• standards and policies - you set benchmarks that your staffs must meet
• customers who have a positive experince are more likely to become repeat customer and are less likely to complain about your business
• standardizing key business activities - its important to create processes procedures and standars for yourkey business activities