¶ … characteristics LensCrafters 3 levesl ( a total 9). a. Customer Benefit Package (CBP), strategy competitive priorities. b. Service delivery system design c. Service encounter design Discuss lessons LensCrafters demonstrates organizations learn.
LensCrafters
LensCrafters is one of the leading prescription grasses and sunglasses companies in the world. Headquartered in the United States, the company is part of the Italian conglomerate Luxottica, which is the largest eyewear company in the world (Barbaro, 2006). The organization was founded in 1983 in Mason, Ohio, and has since then, increased in size, importance and popularity. Today, LensCrafters is notable not only as a provider of eyewear products, but also as a reputable business organization, worthwhile analyzing. In order to conduct this analysis, the focus would fall on four specific issues, as revealed below:
Customer benefit package, strategy and competitive priorities
Service delivery system design
Service encounter design
Lessons from LensCrafters
1. Customer benefit package, strategy and competitive priorities
On a first note, the primary characteristic is represented by the company's commitment to customer satisfaction and value through the delivery of a superior customer benefit package. In this stance, LensCrafters places an increased emphasis on the provision of high quality products, coupled with convenient and high quality services. An example of the company's customer benefit package, revealed below, shows that the company is committed to ease of use, easy accesses, wide product range, quick delivery, availability of accessories, service and so on.
Source: Collier and Evans, 2011
At the level of strategy, the company has focused its attention of the development and implementation of a business model focused on an increased effectiveness of the leadership effort. The program to improve leadership effectiveness was implemented through a duration of two years and its targeted objectives were those of increasing the market share of the organization, as well as generating an increase in sales, and subsequently, profitability. In conducting the strategic intervention, the company paid special attention to directing, coaching, supporting, delegating, goal setting, observing performance and giving feedback. The results of the intervention were better than expected as the company registered...
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