shifts in consumer tastes away from the firm's products emergence of substitute products new regulations increased trade barriers
What factors could pose threat to customer experience delivery?
an unfulfilled customer need arrival of new technologies loosening of regulations removal of international trade barriers
What opportunities could we pursue for delivering great customer experience?
lack of patent protection a weak brand name poor reputation among customers high cost structure lack of access to the best natural resources lack of access to key distribution channels
Areas we should avoid when delivering customer experience?
patents strong brand names good reputation among customers cost advantages from proprietary know-how exclusive access to high grade natural resources favorable access to distribution networks
What strengths could we leverage for delivering great customer experience?