If the staff member notes a negative mood on the part of the customer in terms of tone of voice, speech patterns and word choice, or through other elements of the customer's interaction with the staff member, the staff member should adopt specific tones intended to soothe or otherwise improve customer mood. This can only be accomplished t a certain degree, and it is not expected that a staff member will be able to move a customer's mood from fully negative (which could be caused by any number of events in the customer's life) to fully positive, however any correction in the customer's mood that the staff members makes can lead to a significant shift in the overall experience of the customer; if the degree of negativity in the initial customer mood can be lessened even slightly then the customer experience can much more easily be made positive. After…...
Customer Experience as Segmentation Basis: The Luxury in Question 1Case study on Customer Experience as Segmentation Basis: The Luxury in Question1. What are the conventional bases for segmenting the target audience? What relevance do segmentation platforms like Demographic, Geographic, Psychographic and Behavioral (including VALS & PRIZM models) hold in the wake of increased competition, private label proliferation, rivalry from the unorganized sector, and e-tailing? Gaining traction?Segmentation is mainly based on aspects of geography, behavior, and psychography. These are all considered the conventional basis for segmenting the target audience. Segmentation platforms are considered vital since there are changing needs that the customers have. They also adopt innovative approaches to get better customer satisfaction. This makes a company better position itself among the different markets (Gambhiraopet & Chowdary,2015). It helps create a significant effect on the company, which leads to an improvement in the market share, further building brand loyalty (Walden, 2017).…...
mlaReferences
Gambhiraopet, K., & Chowdary, N. V. (2015). Customer experience as segmentation basis: The ‘Luxury’ in question. The Case Centre. https://www.thecasecentre.org/products/view?id=127984
Lafrenière, D. (2019). What is customer experience? Delivering Fantastic Customer Experience, 1-4. https://doi.org/10.4324/9780429328091-1
Peel, J. (2002). A role for marketing-oriented CRM technologies. CRM, 103-117. https://doi.org/10.1016/b978-155558263-0/50008-7
Customer Experience
In the present day, the expectations of the consumer are significantly dissimilar from the retailer-controlled marketplace of a number of years back. Contemporarily, the consumers have come to have total control and expect the companies to not only satisfy their daily demands, but at the same time want their future needs prior to asking for them. For this reason, customer service has come to be as significant as price, as the consumers have the supremacy to impact the company's reputation than never before, in a constructive and in a disparaging manner. Taking this into account, customer service personnel, irrespective of whether they are on the telephone or online, ought to attentively listen to customer worries and needs, instantaneously resolve their problems, and undertake all of it in a manner that reverberates as honest (Achievers, 2015). However, there appears to be an extensive disconnect between the significance of a constructive…...
mlaReferences
Achievers. (2015). Disengaged Employees Fire Customers. Retrieved 14 January, 2016 from: http://www.achievers.com/system/files/resource/whitepaper-service-workers.pdf
Fagan, L. (2013). Customer Service Stats: 55% of Consumers Would Pay More for a Better Service Experience. Salesforce. Retrieved 14 January, 2016 from: https://www.salesforce.com/blog/2013/10/customer-service-stats-55-of-consumers-would-pay-more-for-a-better-service-experience.html
Monster.com. (2016). Customer Service Representative I. Retrieved 14 January, 2016 from: http://jobview.monster.com/Customer-Service-Representative-I-Job-Duncansville-PA-U.S.-161352760.aspx?mescoid=4300715001001&jobPosition=6
Monster.com. (2016). Customer Service Representative Jobs. Retrieved 14 January, 2016 from: http://jobs.monster.com/v-customer-service-q-customer-service-representative-jobs.aspx
Fashion Retail Activity
The Impact Of The In-Store Events For The Fashion Retail Activity
In the 21st century, store layouts have been critical determinants of customer and industry behavior. Reviews on commercial and academic literature illustrate that the theoretical and methodological approaches are provided through approaches and methods that were previously difficult for practitioners to appreciate. An important strength of this is the model of business used offers robust theoretical approaches in behavioral perspectives and innovative alternative methodologies. This allows for significant advancements in the manner in which retailer's measure and plan store layouts. The goal of the scheme includes optimizing overall store performance. Major brands have successes in implementing marketing strategies that allow users to feel at their best while wearing their clothing. The focus on settling performance is developed through increased customer awareness and product value in establishing mutual understanding. This compares to getting into beautiful luxury stores as lessons…...
QUIKTRIP CASE STUDYQuikTrip Case StudyIntroductionThis discussion concerns itself with a case study titled, QuikTrip, by Zeynep Ton. In essence, Zeynep Ton seeks to assess the approach that QuikTrip has embraced in efforts to outshine the competition. She also discusses the companys capabilities in as far as the maintenance of a huge loyal workforce is concerned. The discussion below assesses the impact of this particular convenience chains practices as well as operational strategies.Part 1QuikTrips Operations StrategyAn operations strategy could be conceptualized as the basic approach that an enterprise takes in seeking to execute its mandate. For this reason, it has got to do with a companys approach in efforts to achieve its objectives. In the case of QuikTrip, the operations strategy could be thought of in terms of customer service. Thus, to a large extent, the company has in place a core-competencies strategy. According to Brown, Lamming, and Bessant (2007), a…...
mlaReferences
Brown, S., Lamming, R. & Bessant, J. (2007). Strategic Operations Management. Routledge.
Bumford, D. & Forrester, P. (2010). Essential Guide to Operations Management: Concepts and Case Notes. John Wiley & Sons.
Morden, T. (2021). Principles of Management. Taylor & Francis Group.
The Amazon Customer Experience: How to Improve It
Amazon is one of the largest companies in the world. It is the retailer to which most consumers turn to when they wish to make a purchase, particularly if the consumer has Amazon Prime, which offers free, two-day shipping on many goods. This might lead most consumers to assume that Amazon customer service is superior to any and all alternatives. However, like all large companies, Amazon has had issues arises with its customer experience. Overall, Amazon has earned very positive reviews in terms of its customer relationships, but there is always room for improvement and Amazon strives to set a higher and higher bar for itself, not merely surpass its competitors. In fact, according to Coleman (2018), Amazon calls itself the most customer-centric company on earth. This sets a very high level of expectations for consumers.
What Amazon Is Doing Right
According to CEO Jeff…...
This irritated the client, but the situation was the worst when he took the family on an international trip and found that their seats has been reassigned to the non-Premier areas of the aircraft with less legroom. This also happened on subsequent flights, and the client felt that he was treated like baggage. (Sturm, 2004) It has already been seen that this airline is concerned about their customers, yet the airline succeeded in irritating a customer with what the customer feels is "lack of gratitude." One is sure that what the airline staff did was according to the laws, but the client was unhappy. This is generally the result of not being able to communicate in a manner that makes clients happy. Thus methods of implementation are probably as important as the policies themselves.
Let us now look at another airline from the list. Delta Air Lines chief customer service…...
mlaReferences
American Airlines adds extra feature and more self-service machines" (16 September, 2005)
Airline Industry Information. Retrieved at 7 October, 2005http://www.findarticles.com/p/articles/mi_m0CWU/is_2005_Sept_16/ai_n15397415Accessed
Delta Air Lines aims to climb customer satisfaction table" (6 October, 2004) Airline
Industry Information. Retrieved at Accessed 7 October, 2005http://www.findarticles.com/p/articles/mi_m0CWU/is_2004_Oct_6/ai_n6228361 .
All those nice customer-friendly marketing techniques notwithstanding, hite notes, customer-centered personalization can't work well without being linked with high-quality, high-visibility customer service.
Even some of the most successful corporations, like IBM, apparently stumbled along for a time, totally failing to "get it" when it came to customer-centric strategies. According to the industry publication Chain Store Age, in the early 1990s, a customer-centric culture "was foreign to Big Blue" - and to al-Mart - until fairly recently. The writer goes on to explain that when considering al-Mart and Target (two retail giants that are becoming "more alike than different"), "sameness" is a "trap" that happens when a company "takes its eye off the brand to focus on the numbers, loyalty goes by the wayside. It happened to Sears," the article asserts.
RESISTANCE TO CCS/CRM: In the Jossey-Bass book, Designing The Customer-Centric Organization (Galbraith 2005), the author suggests that businesses that hesitate to…...
mlaWorks Cited
Angel, Robert. (2004). Sustaining Profitable Customer Relationships Requires Real Leadership.
Ivey Business Journal, 1-7.
Berry, Leonard L. (2001). The Old Pillars of New Retailing. Harvard Business Review on Customer Relationship Management.
Chain Store Age. (2006). The Retail Life Cycle. Retrieved 10 Jan 2007 at http://www.chainstoreage.com .
Also, while there are numerous similar products being sold in the market, the Apple products make statements, and this -- combined with the multitude of features and the high quality -- stimulates clients to pay the larger price for the Apple products.
Apple's interest in the consumers and what they have to say is immense and it can be observed in all instances, from the manufacturing of the products to integrate customer opinions, to the interaction with the customers before, during and after the purchase, even to the design of the Apple stores. Unlike any other technology creator and retailer, Apple has opened fashionable and appealing stores, in which customers from all over the world can first hand test the Apple products. The employees in the stores encourage visitors to test the products, introduce them to the features and they encourage the visitors to give their feedback.
At a more specific…...
mlaReferences:
2009, 11 effective strategies Apple uses to create loyal customers, Focus, / last accessed on July 15, 2011http://www.focus.com/briefs/11-effective-strategies-apple-uses-create-loyal-customers
This is significant, because it allows a particular restaurant to use this technology to improve the customer experience by: creating a unique solution that will reach out to everyone. Over the course of time, this will help them to be able to build their brand image, while being able to maintain a low cost structure in achieving these different objectives. The information for understanding how and when this applies was located through the source titled Making Customer Relationship Management Work (2001). It was found based upon the specific background reading that we were required to look at as a part of the assignment itself. ("Making Customer Relationship Management Work," 2001)
When it comes to in house CRM solutions, many large corporations that have information that they need to protect will often utilize this kind of platform. For example, a large bank will more than likely have some kind of onsite…...
mlaBibliography
Barclays Bank PLC. (2009). Microsoft. Retrieved from: http://crm.dynamics.com/en-us/featured-customers/case-study-details?casestudyid=4000004155&title=Barclays-Bank-PLC
CRM. (2011). Webopedia. Retrieved from: http://www.webopedia.com/TERM/C/CRM.html
Making Customer Relationship Management Work. (2001). University of Pennsylvania. Retrieved from: http://knowledge.wharton.upenn.edu/article.cfm?articleid=390&CFID=36709485&CFTOKEN=96362038&jsessionid=9a30fd71d42e213b6970
Customer Care Analysis
Quality assurance means developing operational controls that will ensure that the results match the desired outcomes. Quality Assurance in customer service refers to the process of monitoring and grading representative interactions that will ensure a customer experience that is quality. Customer service operations are designed to keep customers satisfied while at the same time protecting the organization. The main goal of customer service is to help customers solve problems.
Therefore for this function to be carried out effectively, customer service has to be accessible, knowledgeable and reliable and deliver results. To ensure that customer service achieves it set goal quality assurance should be carried out as they apply to how the customers will be served best. Therefore quality assurance identifies the requirements and measures how well customer service is performing with respect to each other. In a nutshell quality assurance in customer service can be defined as a means…...
mlaNVQ code of practice sets out responsibilities for the NVQ awarding bodies and their approved centers for the administration, assessment and verification. The NVQ code of practice therefore supplements, where applicable the requirements of statutory regulations of external qualifications in UK. This it achieves by specifying the additional quality assurance and control requirements that apply and reflect the distinctive character of NVQ. Therefore when external quality assurance is done it has to be in line with the qualifications accredited against these standards in customer service as meeting the assessor and verifier qualification requirements that are set out in the NVQ code of practice.
There are various functions of the external quality assurance for an institution and that if the quality assurance is appropriately applied, it will benefit the institution in a great manner. One of the significant function is the use of the plan to measure quality of education within the organization and as compared to the external institutions. It can also be used to control quality to the desired standards. The plan can as well be utilized in elimination of the bad programs or even departments within the institution. This is also a well structured way of ensuring accountability within the institution. With the proper implementation of the external quality assurance, there is also the assurance of having improvements in general for the institution and the administration (International Institute for Educational Planning (UNESCO), 2011).
The procedures are documented and there is utmost security when sending and receiving details of the results. There is also staff, resources and equipment that in support of assessment of the organization. There are also arrangements in place to obtain a unique learner number and record if and when they are required to do so hence documents are in place to ensure the
2 of the respondents were self-employed and 11.2% of respondent were white-collar workers with 1.2% of respondents being blue-collar workers. The following chart shows the factor analysis results with VARIMAX rotation of traveler's perceptions of hotel attributes in the study of Choi and Chu (2000).
Factor Analysis Results with VARIMAX Rotation of Traveler's Perceptions of Hotel Attributes
Source: Choi and Chu (2000)
The following chart shows a 'regression analysis results of hotel factors according to Asian and Western travellers overall satisfaction levels.
Regression Analysis Results of Hotel Factors According to Asian and Western Travelers Overall Satisfaction Levels
Source: Choi and Chu (2000)
2.3 Loyalty
2.3.1 Definition of customer loyalty
Kandampully and Suhartanto (2000) define a loyal customer as "a customer who purchases from the same service provider whenever possible, and who continues to recommend or maintain a positive attitude toward the service provider" (p. 346).
2.3.2 Loyalty dimensions
There is no easy way when clarifying a loyal customer, but it…...
mlaBibliography
Andreassen, Tor Wallin and Lindestad, Bodil (1998) Customer Loyalty and Complex Services: The Impact of Corporate Imagine on Quality, Customer Satisfaction and Loyalty for Customers with Varying Degrees of Service Expertise. International Journal of Service Management Vol. 9, No. 1, 1998. MCB University Press.
Bowen, John T. And Chen, Shiang-Lih (2001) the Relationship Between Customer Loyalty and Customer Satisfaction. The International Journal of Contemporary Hospitality Management. 13/5 2001. MCB University Press.
Kandampully, Jay and Suhartanto, Dwi (2000) Customer Loyalty in the Hotel Industry: The Role of Customer Satisfaction and Image. Vol. 12 Issue 6. International Journal of Contemporary Hospitality Management. Abstract Online available at http://www.emeraldinsight.com/Insight/viewContentItem.do;jsessionid=A7BB20EB4B5CF3B4A2F5E96AD85BD78B?contentType=Article&hdAction=lnkpdf&contentId=867348
Lindberg-Repo (nd) Word-of-Mouth Communication in the Hospitality Industry. CERS Center for Relationship Marketing and Service Management. Hotel School Cornell University. Online available at http://www.hotelschool.cornell.edu/chr/pdf/showpdf/chr/research/wordofmouth.pdf-my_path_info=chr/research/wordofmouth.pdf
anking and financial services includes such firms as investment banks, commercial banks, brokerage firms, and credit card institutions. The common it pulse throughout the daily operations of these organizations involves utilizing systems to communicate between branches and subsidiaries, establishing operations throughout the world, communicating with the end customer in order to facilitate transactions, and analyzing customer and market attributes in order to reduce uncertainties in such aspects as pricing policies" (p. 24). Some of the more salient issues affecting the financial services industry today are described further in Table ____ below.
Table ____.
Examples of utilization of information technology in order to enhance efficiency and productivity by the financial services industry.
Area Impacted
Description of Impact
Credit card institutions store, retrieve, and analyze vast amounts of demographic customer information enabling them to more accurately target potential markets for new products and also identify less-attractive, credit-risk customers.
This allows them to reduce the amount of wasted…...
mlaBibliography
Brewster, Chris, Hilary Harris and Paul Sparrow. (2004). Globalizing Human Resource Management. New York: Routledge.
Cocheo, S. (2006). "Does Your Product Line Need a Trim?" ABA Banking Journal, 98(7), 7.
Das, Dilip K. (2004). Financial Globalization and the Emerging Market Economies. New York: Routledge.
Dennis, Charles and Lisa Harris. (2002). Marketing the E-Business. London: Routledge.
Onboarding Project
Healthcare regulation and industry standards have long been focused on patient care and treatment. This is rightfully so as healthcare costs as a percentage of GDP continues to rise to unsustainable levels. In addition a patient focus is necessitated by an increase in the overall insured population. However, not much emphasis has been placed on the practitioner side of legislative changes. Nurses in particular must now adhere to changing standards of care and treatment. The insured population has become much more diversified in the expectations of care and treatment. As a result, all healthcare employees must be properly trained to better adhere to these changing standards and demographics. Nightingale Home Care is no different in this regard. With increased employee dissatisfaction and high turnover, the firm must reassess its onboarding practices. This will ultimately insure a better work environment, but more importantly, improve patient care.
Nightingale Home Care has…...
mlaReferences
1) Ashford, S.J., & Cummings, L.L. (1983). Feedback as an individual resource: Personal strategies of creating information. Organizational Behavior and Human Performance, 32,370 -- 398
2) Erdogan, B., & Bauer, T. N. (2009). Perceived overqualification and its outcomes: The moderating role of empowerment. Journal of Applied Psychology, 94, 557 -- 565
3) Saks, A. M., & Ashforth, B. E. (1996). Proactive socialization and behavioral self-management. Journal of Vocational Behavior, 48, 301 -- 323
Even customers who are satisfied with something do not always return to that specific business, especially if the business is somewhat out of the way or relatively inconvenient to get to (Jackson, Cunningham, & Cunningham, 1988).
Customer loyalty is generally thought to be achieved when a customer returns to buy something that they have bought before from the same company (Jackson, Cunningham, & Cunningham, 1988). There are many other ways to measure loyalty statistically, but it basically boils down to a customer returning to a business even though there are so many other choices available (Jackson, Cunningham, & Cunningham, 1988).
There are many ways to increase customer loyalty and it is significant to discuss some of them here (Rackham, Honey, Colbert, Fields, Hinson, Morgran, Morris, Sugden, & Tribe, 1971). One of the best ways is to meet or exceed many of the service standards that others in the industry have established…...
mlaBibliography
Achrol, R. & Stern, L.W. (1988). Environmental Determinants of Decision Making Uncertainty in Marketing Channels. Journal of Marketing Research, 25: 36-50.
Assael, H. (1987). Consumer Behavior and Marketing Action. Third Edition, Boston, MA: PWS-Kent.
Bitran, G., and Hoech, J. (1990). The Humanization of Service: Respect at the Moment of Truth. Sloan Management Review, 31(4), 89-96.
Boyan, l. And Enright, R. (1992). High Performance Sales Training. New York: AMACOM Division of American Management Association.
As a behavioral health entrepreneur, it is crucial to utilize various methods of analysis to determine which strategies are the best for your business. These analysis methods can help you make informed decisions, understand your target audience, and drive effective outcomes. Here are some key methods to consider:
1. SWOT Analysis: Conduct a comprehensive assessment of your business's strengths, weaknesses, opportunities, and threats. This analysis will provide insights into your competitive advantage, internal challenges, market potential, and potential risks.
2. Market Research: Gather data and insights about your target audience, competitors, market trends, and customer preferences. This analysis will enable you to....
Essay Topics on Adidas: A Comprehensive Analysis
1. The Rise and Evolution of Adidas: A Study in Sports Marketing
Trace the origins and growth of Adidas, examining its key marketing strategies and product innovations.
Analyze the company's target audience, brand positioning, and communication channels.
Discuss the challenges and opportunities Adidas has faced in the competitive sportswear market.
2. Adidas's Social and Environmental Impact: A Critical Assessment
Evaluate Adidas's commitment to social responsibility and sustainability initiatives.
Examine the company's efforts to address issues such as labor rights, environmental protection, and diversity and inclusion.
Discuss the effectiveness of these initiatives and their impact on....
1. "Self-checkout Technology: Revolutionizing the Retail Experience"
2. "The Pros and Cons of Self-Checkout Systems in Retail Stores"
3. "Efficiency and Convenience: Exploring the Benefits of Self-Checkout"
4. "Overcoming Challenges: Implementing Self-Checkout Effectively"
5. "Customer Empowerment and Independence: The Role of Self-Checkout"
6. "Improving Customer Experience through Self-Checkout Innovation"
7. "The Impact of Self-Checkout on Employment and Labor Market"
8. "Security and Privacy Concerns in Self-Checkout Systems"
9. "Promoting Sustainable Practices: Environmental Benefits of Self-Checkout"
10. "The Future of Retail: Self-Checkout and Technological Advances"
11. "Navigating the Self-Checkout Experience: Tips and Tricks for Success"
12. "Self-Checkout vs Traditional Checkout: A Comparative Analysis"
13. "The Psychology Behind Self-Checkout: Understanding Consumer Behavior"
14. "The Evolution....
## Essay Topics Pertaining to Mobile Marketing
1. The Rise of Mobile Marketing and Its Impact on Traditional Marketing Channels
2. Mobile Marketing Strategies: Effective Techniques for Reach and Engagement
3. The Role of Location-Based Marketing in Enhancing Customer Experiences
4. The Convergence of Mobile Marketing and Social Media: Leveraging Synergies for Success
5. The Impact of Augmented Reality and Virtual Reality on Mobile Marketing Campaigns
6. The Ethics and Privacy Implications of Mobile Marketing Data Collection
7. The Measurement and Analysis of Mobile Marketing Campaigns: Metrics and Best Practices
8. The Future of Mobile Marketing: Emerging Technologies and Trends
9. Mobile Marketing for E-Commerce: Driving Conversions and Boosting....
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