To understand them. To recognize their needs, values, standards and dreams. Changing view at Jiffy Lube One case study offered by the book is Houston-based Jiffy Lube. After interviewing customers, Jiffy Lube and Popcorn decided a change was needed to give women a sense of control, comfort and trust that was missing. To make the process more EVEolved, Jiffy Lube now allows women the choice of staying in the cocoon of her car, her child napping in a car seat.
More effort is expended to explain the service performed and future service needed.
If the customer decides to come inside, Jiffy Lube is developing a new prototype to make her visit more comfortable, Popcorn said. A cleaner waiting room. A play area for kids. Current magazines and newspapers to read. A snack machine.