Email to Location Managers
Congratulations and thank you for all of your hard work! We understand that as our stores become busier, your work burden has increased. Some of you have been working longer hours and we appreciate all you do. After much deliberation we have come upon what we believe to be an ideal solution to managing the increase in customer orders and improving the overall customer service experience. We are pleased to announce the adoption of a new technology tool that will allow customers to place their orders at in-store kiosks. Their doing so will ensure that their orders are accurate, and will also alleviate the burden placed on personnel.
The role of technology in customer relations management is to establish new relationships, and also to develop loyalty and retention among existing customers, (Viljoen, Bennett, Berndt, et al, 2005, p. 106). New technology will radically transform the ways customers experience our stores, and the ways you interact with customers, too. I understand many of you will have questions and concerns, so feel free to email me. We will also have several meetings for all store managers as we implement this important technological and process change to our company. Of course, there will be a full training session too.
This email is just the first step, as we want to keep all of you...
…that go along with it. Removing obstacles is in fact the fifth step in the Kotter 8-step process. During the implementation stage, we will reward stores with good performance and technology adaptation.
Step six is creating short-term wins, which refer to setting reasonable targets in our stores. We can build on the change by welcoming input from our managers and soliciting customer feedback too. To manage change properly, we need to be humble and recognize room for improvement. Finally, we will anchor the change into corporate culture by emphasizing the importance of responding to consumer needs and maintaining a vision of where we want our company to be in the next five to ten…
