國
立 政 治 大 學
‧
N a tio na
l C h engchi U ni ve rs it y
8. Customer Relationships and Quality Assurance
8.1. Relationship with BX BSUs and BX BSPs
When it comes to taking care of customer relationship, BX will confine its efforts to the following approaches:
Self-service: The do-it-yourself designs such as find-and-compare and the online form will have a heavy emphasis on making any favorable user experience easily duplicable for those BX BSUs using the BX platform repeatedly, especially when aided by the mass customization capability the BX platform has on offer. Although customer service personnel will be available at the same time to deal with any issues in relation to self-service, BX is nonetheless confident that BX will offer an empowering experience to BX BSUs to the extent that any interaction between BX BSUs and BX’s customer service personnel will be kept to a very minimal.
Dedicated personal assistance: For BX BSPs, BX will use a team of dedicated account managers to personally look after them to make sure that their needs (both technical and non-technical) are met on a timely manner.
Communities:
BX intends to build an ecosystem around BX BSUs so as to increase their dependency on BX. In other words, BX wants BX BSUs to repeatedly visit the BX platform for all their business needs. To make this an easy decision, BX will make sure that those BSUs who have registered to become the Registered BX BSUs will stand to benefit from the following membership privileges (this list is
‧
國立 政 治 大 學
‧
N a tio na
l C h engchi U ni ve rs it y
by no mean exhaustive): access to an extensive network of BX BSPs covering multiple business service categories; exclusive promotional deals for the featured jurisdictions; smart tips based on usage history and preferences; rewards from the loyalty program; and access and right of contribution to the user-generated content.
For BX BSPs, BX will also build for them a community they can call their own with the following membership privileges (this list is by no mean exhaustive):
exclusive representation right in the selected jurisdiction(s); free promotional campaigns (such as featured profile of them in the emails sent to all BX BSUs);
free platform support and upgrade; rewards from the loyalty program; and VIP access to CRM Tool and Appointment System.
Co-creation of products: Feedbacks will be routinely solicited from both BX BSUs and BX BSPs through questionnaires and interviews etc. to provide ideas/inputs and impetus for continuous product improvement/innovation. It is important that both BX BSUs and BX BSPs are brought in at a very early stage to participate as a co-owner of the entire co-creation process.
8.2. Disputes from BX BSUs:
The most anticipated issue from BX BSUs regarding the BX platform is quality:
Since the services on the BX platform are customized and straightforward (that is, limited room for complication) and are provided by top tier BSPs, it becomes relatively unlikely for BX BSUs to have any disputes with BX.
‧
國立 政 治 大 學
‧
N a tio na
l C h engchi U ni ve rs it y
The BX platform itself is free-of-charge to BX BSUs, and BX receives absolutely no payment from them, so the latter should have a weak ground when it comes to actionable claims.
BX will display a noticeable and reasonable disclaimer on its official website to make it transparent to all viewers that BX is not the actual BSP behind the services on offer on the BX platform nor is it legally qualified to provide any such services, and therefore will not be in a position to guarantee the quality of the services provided by the BX BSPs.
Most quality issues will be in relation to the services provided by the BX BSPs. To effectively tackle this issue, BX will replace any incompetent BX BSPs based on a demerit point system. With this system, BX is essentially putting BX BSUs in charge of quality assurance. Finding a suitable replacement should not be too troublesome in light of the potentially enormous financial incentive BX has on offer.
Although it is very likely that the business conducts of each BX BSP are already governed by the rules of their own self-governing associations, for quality assurance purpose, BX will put in place a stringent code of conducts for all BX BSPs to observe.
Just in case there is any doubt, if BX BSUs wish to engage the same BX BSPs for additional works beyond the scope of what the BX platform provides, it is only prudent to inform such BX BSPs that they shall be held solely responsible to BX BSUs should they accept such additional works.
‧
國立 政 治 大 學
‧
N a tio na
l C h engchi U ni ve rs it y
8.3. Disputes from BX BSPs:
The most anticipated issues from BX BSPs regarding the BX platform are:
Hiding details of actual receipts from BX BSUs or refusing to pay service charges due to BX: Instead of creating an audit mechanism to ascertain whether BX BSPs comply with the agreed payment arrangement in an honest and timely manner, BX will instead ensure that only the top tier BSPs become BX BSPs on the assumption that top tier BSPs will not risk their professional reputation and their ‘monopoly’ position for base gain. Furthermore, in the after-use satisfaction survey sent to BX BSUs, BX will ask them specific questions to the extent that it becomes rather challenging for any BX BSPs to hide details from BX.
Liabilities arising from poor services performed by BX BSPs: In the written non-renewable contract with all BX BSPs, BX will ask them to indemnify BX against any liabilities arising out of or relating to their poor service quality. Furthermore, every time when a BX BSP ‘vacancy’ becomes available, only the carefully vetted top tier BSPs will be invited to make a bid, with priority given to the candidate which has indicated the highest willingness to cooperate. This design is fundamental to ensure that BX BSPs’ service quality always remains of the highest standard.
‧
國立 政 治 大 學