New Owners of the Atlanta Falcons Wanted to Increase Attendance

Multiple Choice

New owners of the Atlanta Falcons wanted to increase attendance by giving customers want they wanted, such as an online site to purchase tickets, clean restrooms, more opportunities to interact with the players and family-oriented halftime shows. The first step to developing these customer-defined standards was to:

A) Translate customer requirements into hard measures
B) Create an action program that contained every possible service encounter
C) Identify the current service encounter sequence
D) Develop continual feedback mechanisms
E) Brainstorm