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Aspects of Proper Customer Relationship Management - Customers are the center of the importance of quality. Attracting and satisfying customers with a product and providing them with the services they want is the key of being successful with a product or service. Organizations should consider their customers at all levels of developing their product and use customer satisfaction as the main influence in the quality of their product. In class our definition of quality is “meeting the customer’s needs and expectations.” If an organization product dissatisfies its customers then the organization will not be able to be successful....   [tags: customer relationships, customer satisfaction]
:: 3 Works Cited
1146 words
(3.3 pages)
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Taking a Look at Customer Satisfaction - ... Perceived value is the benefits customers got from the services offered by service provider and is compared with the price a customer paid to get the products or services from the company. If the perceived value is below customers’ expectations, customer is not being satisfied with the service delivery and his loyalties will disappear (Hallowell, 1996). Gerpott, Rams & Schindler (2000) says in mobile operators’ services customer satisfaction has three different dimensions. The dimmentions are; Network quality, price dimension and customers care services....   [tags: customer loyalty, company profitability] 866 words
(2.5 pages)
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Join The Conversation with the Customer - Customer engagement is a key ingredient in todays marketing environment. Most companies know the importance of online interaction. The rapid growth of social networking sites has created unique opportunities for dynamic real-time communication between brands and their customers. Surprisingly, the great majority of businesses have yet to ‘join the conversation”, missing out on the benefits of this powerful marketing strategy. A recent study, by Econsultancy, found that only 10% of all businesses are actively participating in the social networking revolution....   [tags: customer, marketing, social networking, ] 572 words
(1.6 pages)
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Customer Service Recovery - Providing great customer service and having the ability to retain customers require consistency in delivering the anticipated services. Customer service encompasses having the ability to provide a service or product to customers by means in which it was promised. However, there are times when unforeseen circumstances may occur, resulting in customer service breakdowns. Understanding the effectiveness of customer service relations provides the assurance needed to handle complicated service related issues....   [tags: Customer Service] 882 words
(2.5 pages)
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The Customer Service of McDonald´s - ... McDonald’s has one of the best recruitment histories in hiring quality staff that provides that outstanding service to consumers. Some of the methods used to recruit and be able to select is through job centers, careers fairs and through advertising. They are extremely important for McDonald’s to use effective hiring material and send clear messages to those they are aiming to target. Ages 20 or under are the most common applicants McDonalds receives on a daily basis. And for most of them McDonalds is their first job experience....   [tags: hiring, staff, customer, service, skills] 1009 words
(2.9 pages)
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The Importance of Providing Quality Customer Service in Today's Economy - Due to the fragile economy and the similarities of product offerings, providing quality customer service is more important than ever for maintaining and growing a company. Providing quality customer service has a much more defined meaning and is different from providing "exceptional" customer service. Exceptional customer service is usually fulfilling a customer's needs based on one particular instance that may or may not be repeated. Providing quality customer service means meeting the material as well as the emotional needs of a customer before, during and after the initial purchase or contact and having sufficient processes in place where the same level of service is provided consistently...   [tags: Customer Service] 1107 words
(3.2 pages)
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Manage Quality Customer service - The nominated organization selected for the purpose of the study is one of the major Australian Banks namely the Commonwealth Bank of Australia (CBA) (Commbank.com.au, 2014). The bank provides a wide range of financial and banking services including products such as, • Bank accounts • Home loans • Credit cards • Personal loans • Educational support to youths and students • Insurance policies • Online banking facilities • Shares and investments • Superannuation • Travelling and other international facilities • Financial planning • Private and premier banking services It is evident that any organization be it banking, insurance or any financial institution is the most effective if its organiz...   [tags: customer service policies, commonwealth bank]
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1051 words
(3 pages)
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Customer Service - Companies are misguided nowadays by the notion that customers depend on them, when the truth of the matter is that companies are dependent on those customers. Customer satisfaction and customer loyalty is now essential for a business or company to survive. So what is the difference between customer satisfaction and customer loyalty and how to companies and or business achieve this. Also when you have difficult customers how do you achieve customer satisfaction. It’s essential that companies or businesses today listen to their customers....   [tags: customer satisfaccion, loyalty]
:: 5 Works Cited
1399 words
(4 pages)
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Customer Loyalty - The Customer loyalty has been a major and unanimously acknowledged as a valuable asset in competitive markets according to Srivastava, Shervani, & Fahey, 2000. As a result, it becomes more important to give power to in loyalty panel particularly when the consumers faces very low switching or moving cost to other product or service, because they are not locked in by a contract (Shapiro & Vivian, 2000). It is also become important in competitive markets due to availability of more lucrative and easily available options....   [tags: Business, Customer Relationship Management ] 2200 words
(6.3 pages)
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Customer Satisfaction - Introduction Customer satisfaction is a word commonly used in marketing (Wirtz & Bateson, 1995). It is a gauge of how goods and services provided by an organization meet or exceed customer expectation (Farris, Bendle, Pfeifer, & Reibstein, 1995). In a spirited market where companies vie for consumers, customer satisfaction is as a vital differentiator and has progressively grown to be a chief component of business strategy (Gitman, & McDaniel, 2005). Hence, it is crucial for businesses to manage customer satisfaction (Wirtz & Bateson, 1995)....   [tags: marketing, services, customer expectation]
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1705 words
(4.9 pages)
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Role of Customer Service in Datatronics and E-ZRP Companies - ... E-Z RP uses the second tier support while Datatronics uses a minimal second-tier support. In terms of the training of CSRs, Datatronics only provides minimal on-the-job training while E-Z RP provides extensive training. Datatronics hires employees with basic customer service ability while E-Z RP recruits employees based on customer service skills, business knowledge, and communication ability. The performance metric at E-Z RP is the level of customer satisfaction, while the metric at Datatronics is the time on call or between calls....   [tags: telecommunication, customer satisfaction] 1757 words
(5 pages)
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How to Learn Process Improvement Projects for Customer Service Management - How to Learn Process Improvement Projects for Customer Service Management A commitment to providing quality customer service raises the competitive bar and is key to developing customer satisfaction and loyalty. According to Entrepreneur.com, the connection between customer loyalty and increased revenue has been confirmed. Process improvement projects can help to systematically identify, analyze and improve existing customer service management processes and thereby drive profitability. Difficulty: Challenging Instructions Step 1 Make customer service process improvement an organizational priority....   [tags: Customer Service] 476 words
(1.4 pages)
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Supply Chain Management Vs. Customer Service Management - The use of information technology by firms to gain competitive advantage over their competitors has increased dramatically in the last twenty years. Large and small firms have been utilizing information systems to connect their internal business functions and their companies’ activities to stakeholder such as suppliers and customers. ( Enterprise Applications, n.d). Supply chain management and customer relationship management are some of the technologies used by firms to accomplish the aforementioned functions....   [tags: Information Technology, Customer Service]
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1785 words
(5.1 pages)
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What to Do When There Is an Increase in the Number of Customer Complaints - ... Professional responsibilities by staff are not well taken. Bad management: Management is not enough capable of handling the thing in organized way. They are not recruiting staff with knowledge and experience or they are allotting them wrong jobs, not giving any training to new employees. Time management is not good, not feedback from patient, not telling their employees what they expect from them at job. Care is not good: Hospitals are mainly known for their care and services and if any Health Organization fails to apply good services and hospitality to them patients always complain....   [tags: customer service management] 1524 words
(4.4 pages)
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Customer Satisfaction - Customer satisfaction Customer satisfaction is one of the most essential elements of customer retention, customer loyalty, and product repurchase. The art and science of customer satisfaction involves strategically focusing on creating and reinforcing pleasurable experiences. To maximize customers satisfaction about Fadzill Construction Sdn. Bhd works, they practice built and sell method which after the construction is finished with all ready documentation, they will open for sell. So the customer won’t feel disappointment as they will buy the house after they take a closer looked at the house....   [tags: customer retention, loyalty, new business]
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1231 words
(3.5 pages)
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Servicescape: The Impact of Physical Environment on Customer Behaviour - Introduction (Academic context to support your investigation) The importance of physical environment on customers is widely recognised by managers and mentioned in many service industry. It is true that customers will make use of a service enterprise if they perceive that the service provided will be of high quality (Brady & Cronin, 2001). According to Abdullah Rosario (2009), quality of services delivered plays considerably a major role in shaping and manipulating customer satisfaction. With customer satisfaction comes positive customer behaviour....   [tags: Physical Environment, Quality Service, Customer]
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1100 words
(3.1 pages)
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Is Customer Relationship Management Vital for the Growth of a Company ? - The definition we make for ourselves of Customer Relationship Management is subjective to one another ; but in simple terms, it is a means of collecting information about your contacts in a structured system that allows the information to be shared and used by different people and departments within an organisation. It is, therefore, difficult to find a descent and formal definition that encompasses every sorts of CRM. In some manner, if we take a close look at its role in a business company, we can find a concrete definition that will help us answer our question....   [tags: customer relationship, crm, business strategy]
:: 19 Works Cited
1803 words
(5.2 pages)
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Managing Public Transport Using Customer Satisfaction Data - ... 2013) represent preference to utility in satisfaction measurement (Ettema et al. 2010). Several measurement methods such as travel scale (STS) (Ettema et al. 2011; Olsson et al. 2012), the Swedish score effect scale (SCAS) or other methods can be used to define satisfaction level. Thus, the result from measuring process, for instance travel scale method, will be used to assess cognitive variable such as service quality which combined with daily travel variable (Ettema et al. 2011) or complaint data which observed from customer perception....   [tags: performance, customer, data, project, systems]
:: 11 Works Cited
844 words
(2.4 pages)
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The Effect of Relational Benefits on Perceived Value in Relation to Customer Loyalty - The Effect of Relational Benefits on Perceived Value in Relation to Customer Loyalty Literature review Relational benefits Relationship marketing, which emphases on approaches to Building, evolving and keeping a successful relational Exchange (Gro¨ nroos, et al., 1994), is changing marketing orientation from attracting short-term, discrete transactions to retaining long-lasting, close customer relationships. (Czepiel 1990) has pointed that customer relationship exchanges are particularly important because customers expect to receive extra benefits as a result of attractive in interpersonal attention....   [tags: relationship marketing, customer service] 1201 words
(3.4 pages)
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Customer Relationship Management - Customer Relationship Management  Defined as relationship between the customers and the companies.  Includes capture, storage & analysis of customer, vendor, partner & internal process information. Three key phases 1. Customer Acquisition : process of attracting customer for their first purchase 2. Customer Retention : customer returns and buys for a second time. This is most likely to be the purchase of a similar product or service, or the next level of product or service 3. Customer Extension : a....   [tags: Customer Service] 1801 words
(5.1 pages)
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Importance of Customer Service - Importance of Customer Service Introduction Today’s organizations fail to realize the value of their customers when it comes to the success of their business. Without customer loyalty the success of your business will always be uncertain. Organizations must sensitively tailor the designs of a successful firm to the particular challenges of understanding, attracting, and keeping valuable customers. “Having satisfied customers just aren’t good enough”. Kenneth Blanchard and Sheldon Bowles, co-authors of Raving Fans, believe this concept is needed to have a successful business....   [tags: Business Customer Service Essays] 594 words
(1.7 pages)
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Customer Service - Demand Replaced by Need; is Technology Viable or a Risk. The customer support and customer service functions are more than departments; they are part of an essential strategy for growing your business. In the modern business climate, customers expect answers to their questions immediately. When the right information is available anytime, from anywhere in the world, customers are more likely to have a positive experience, thus customer loyalty will be increased. It is a known fact that the cost to obtain a customer is ten times higher than to maintain and keep existing customers....   [tags: Customer support] 340 words
(1 pages)
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Customer Satisfaction Questionnaire - Does Not Include Responses or Data CUSTOMER SATISFACTION SURVEY ON PRODUCT, SALES & AFTER SALES-SERVICES OF UNITED DIESEL Objectives : 1. To establish the Overall Customer Satisfaction Index 2. To find out Customer Satisfaction on product 3. To find out Customer Satisfaction on Sales processes 4. To find out Customer Satisfaction on After Sales- Service aspects (Greet the customer “Good Morning Sir” and say “ I am-------- from AC Neilson, I understand you are involved in transport business and I am here to take your opinion about the vehicles you are using and it’s service aspects” Give a pass for the respondent to think and continue as “can I take 20 minutes, sir”....   [tags: Customer Relationship Management CRM] 804 words
(2.3 pages)
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Tesco's Customer Service - Tesco's Customer Service Customer service is the most important aspect of any business. Without an adequate relationship with its consumer base, a company is at an enormous disadvantage. Today’s world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. An important way to an organisation to get an edge over its competitors is to provide extra service to satisfy and delight their customers, which can retain them and also gain new customers....   [tags: Tesco Customer Service Consumerism Essays] 1591 words
(4.5 pages)
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Kmart Corporation: Seeking Customer Acceptance And Preference - Kmart Corporation: Seeking Customer Acceptance and Preference HISTORY Kmart was founded in 1899 in Detroit by Sebstian S. Kresge. At that time, the first store was offering low-price merchandise. The store was small in size (about 4,000 to 6,000 square feet). The corporate passed several types of changes during its history. These changes include different types of strategies and changes. However, one of the most important changes is the one that took place in 1957 when the company entered the market of discount stores....   [tags: Business Customer Service] 1862 words
(5.3 pages)
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Customer Relations Management - Customer Relations Management Scene : Two salesmen sitting in a restaurant. After the meal. AARONOW And it's not right to the customers. MOSS I know it's not. I'll tell you, you got, you know, you got...what did I learn as a kid on Western. Don't sell a guy one car. Sell him five cars over fifteen years. AARONOW That's right. MOSS Goddamn right, that's right. - “Glengarry Glen Ross” by David Mamet (1984) Introduction Log in to UCD Connect. Go to My Library. Click Databases. Select ABI Proquest....   [tags: Case Study Business Customer Service Analysis] 1714 words
(4.9 pages)
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Analysis of Customer Service Management - The experiment uses a hair salon sample survey to gain a deeper understanding of customer service. A thorough interpretation of the data set separating close and distant relationships provides insight into the problem of customer dissatisfaction in regards to employer/consumer relationships. The data is organized into several columns and separated by response. Respondents who are close are identified as “1”, while respondents who are distant are represented with “-1”. There are ratings from one to seven based on the following factors: “consider new”, “cut again”, “remain loyal”, “recommend”, “straightforward”, “open”, “don't want to know”, “wants feedback”, “honest”, “truthful”, “can’t tell”...   [tags: hair salons, service industry, customers]
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1648 words
(4.7 pages)
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Customer Loyalty and Customer Satisfaction in a Hotel - Customer satisfaction index 1. Safety: Personal safety, Protection safety and Storage safety 2. Convenient: Help unload luggage, Quick checkout, Alternative way of consumption and appropriate reimbursement bills 3. Private: Quiet rest environment, Secret receive a visitor and Hidden gifts distribution method 4. Respect: Initiative to say hello, Call the office and Help them call a car, etc. Customer loyalty: Customer loyalty related to the degree of customer satisfaction, it is a quantitative concept....   [tags: hotel manager, safety, storage] 1949 words
(5.6 pages)
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Call Representatives' Preferred Conflict-Handling Styles Affect Customer Satisfaction - Call Representatives' Preferred Conflict-Handling Styles Affect Customer Satisfaction CASE STUDY AT A GLANCE STUDY OVERVIEW: Study focuses on one call center in the Pacific Northwest, one of 10 inbound U.S. call centers operated by a major telecommunications provider. The company agreed to participate in a study undertaken as part of a doctoral dissertation to investigate the relationship between customer satisfaction and preferred conflict-handling styles. CHALLENGE: Call center managers face many challenges, two of which are addressed by this study: meeting customer satisfaction targets and getting the most from training programs for call center reps....   [tags: Management Conflict Resolution Business Customer S] 1959 words
(5.6 pages)
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Obtaining and Keeping Customers - In order for a company to succeed and gain profit in a business, they must obtain and keep customers. Without customers, a company is obviously unprofitable which results in being unsuccessful. The first step is to convert first time visitors into a returning customer. Secondly, a company has to find a way to maintain these customers as loyal customers. These steps are considered customer service. There are many new aspects of customer service now that so many businesses have gone to the internet....   [tags: Customer Service]
:: 3 Works Cited
639 words
(1.8 pages)
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Customer and Suppliers - ... The performance of a supplier has to be managed and documented. If they were any problem in their performance, it should be spoke out. 3. Background review This is the process where customer examines reference for the goods or product. If the customer concerned about the goods or product they may also view the sample of the goods or service or even can test for a trial. The sample maybe are provide for customers trial and the product or goods are examined and the follow up services containing such as Maintenance, installation and warranty are studied....   [tags: negotiation, contract] 730 words
(2.1 pages)
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The Importance Of Customer First Impression - Introduction It is often said by many, "You only have one opportunity to make a first impression." It may just be a saying but it’s a fact. A marvelous way to begin and build good relationships with your customer is by having a positive first impression. It doesn’t matter where your contact is made. It can be face to face interactions or calls over the telephone. It is the impression that determines the path at which the customer’s experience should go. It takes only one chance to create the first impression....   [tags: greeting, look and smell clean]
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1444 words
(4.1 pages)
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Research on Customer Perception of Companies - Manish Madan (2012) in his research “Comparison of customer’s perception with regard to Service Quality in Public & Private Insurance Companies using SERQUAL Model”. The objective of the research was to find out customers perception & expectations of service quality in public & private insurance companies & comparison of customers perception in public & private insurance regarding the service quality. The questionnaire consists of the 22 statements, which are grouped into 5 parameters- tangibility, reliability, responsiveness, assurance, & empathy....   [tags: quality, service, employees] 1156 words
(3.3 pages)
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The Benefits of Using Customer Databases - Customer database is a system that is responsible for collecting and storing customer’s information such as buying history, personal details, contact information, etc. in order to provide quick and useful information for various uses. In other words, organizations collect information regarding their consumers to help them understand consumers’ performances in purchasing a product. In the past, organizations had a difficult time in collecting customers’ data because it required a lot of time and great effort....   [tags: information, satisfaction, business] 1087 words
(3.1 pages)
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Traits of Poor Customer Service - Customer Service We all deal with customer service on some level in our daily tasks. Our experiences are not always pleasant, and I feel that more focus needs be on providing not only just basic customer service but to step it up and provide quality customer service. While there are both external and internal customers, they both should receive the same respect. Service can be provided thru forms of both written and oral communication. How many times have you received an email and thought, “wow that was rude”....   [tags: Business Management ]
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1097 words
(3.1 pages)
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Service Excellence and Customer Satisfaction - ... An angry customer has a reason for feeling as they do and it’s the sales person’s job to find out why and turn it around. I work as a night auditor at the “Holiday Inn Express” and I show service excellence every time I work. I answers phones with manners and a perfect timing. When I greet guest, I make them feel as if they want to come back. I make small talk and ask them how their stay here was. Of course I ask with a smile. My customers comes back many times, I haven’t gotten an angry customer yet....   [tags: business management and strategies] 624 words
(1.8 pages)
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The Steps in the Customer Satisfaction Model - Section 2 Name and explain each step in the customer satisfaction model with the help of an example ie: Edgars 1. Perceived quality Consumers seek good quality in the products that they consume. Clothing from Edgars are expected to be made of fabrics that are of high and affordable quality. The quality of the clothing should last for a long period of time ie: for more than one season. Edgars has built up a reputation that the clothing is that of a higher quality compared to most fashion retail stores, thus in return us as consumers expect that promise of quality to be fulfilled....   [tags: quality, loyalty, profit] 760 words
(2.2 pages)
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Increase in Customer Influence on Businesses - Increase in Customer Influence on Businesses and its Resultant Effect on Workers and Managers Introduction So many factors have come together to make today’s business environment very competitive and flexible at the same time. Customers now play a significant role in the production and delivery of both goods and services in the global market. Globalization has also made it possible for comparisons to take place between and amongst different markets, giving the customers knowledge (power) to make choices and demanding more value for their money....   [tags: Business, Logistics]
:: 4 Works Cited
785 words
(2.2 pages)
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Capabilities of Arc Customer 360 - Arc Customer360 is a business intelligence tool architected for retail marketers for customer analytics solution which provides a blend view of customer topography. It gives detailed analysis of what when and where they buy, what products they prefer along with the frequency of their purchase and what kind of offer’s will attract them to the same store back next time they purchase. Key Capabilities of Arc Customer 360 are highlighted as follows: 1) Market Basket Analysis(MBA) : This analysis helps in accessing the basket characteristics, popularity of an item, marketing events tracking and analyzing the affinity for products....   [tags: market, analysis, segmentation] 713 words
(2 pages)
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Value Creation in Customer Contentment - ... The value itself interpreted as value in use of customer or value in context in specific circumtances (Vargo et al. 2008b). Customer on value co-creating process jointly with other value which facilitated by provider and customized at another resources in mutually beneficial service ecosystem (Wieland et al. 2012). The interaction among actors not only as service in reciprocate but also provide a space for provider which considered as actor to take as co-creator of a particular value in offering (Grӧnroos 2011)....   [tags: company, service, quality, strategies]
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566 words
(1.6 pages)
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Customer Loyalty: Chains or Gates? - ... The only purpose of these marketing techniques should be to improve the match between customers and their preferences. The moment the utility of one loyalty program exceeds the other program, the consumer will switch. A year ago there was a study in the Jordanian telecom market. Consumers were offered various descriptions for mobile phones and the goal of this experiment was to see how these consumers would react to certain changes, and thus how loyal they exactly were (Al-Zoubi & Radi, 2013)....   [tags: choice, utility, rationality ]
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535 words
(1.5 pages)
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Customer Orientation for Business Success - This paper will begin by discussing the marketing concept of customer orientation towards the success of a business. The meaning of adopting a customer orientation will be discussed thoroughly while highlighting the implications by featuring an organization in the said industry. Strategies to achieve success in the market by integrating and responding to the market’s demand will be addressed thorough out this paper. The relation between customer orientation and resulting in customer value creation and increasing brand awareness will be pointed out....   [tags: marketing strategies, ]
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985 words
(2.8 pages)
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“The Customer is Always Right” - Whether you are communicating with a customer service representative in person or over the phone, the term “the customer is always right,” has lost its meaning. It once served as the guiding principle for dealing with customer inquiries and complaints. Though it did not literally mean the customer was right and the company was wrong, it kept civil the interaction between company representatives and consumers of goods and services by compelling the representatives to see the issue from the customer’s perspective....   [tags: Business Management] 903 words
(2.6 pages)
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Service Quality and Customer Satisfaction - The world over, people have developed into an enigma of wanting the best. No matter how basic the service is or the product, despite there being monopoly, this quest has seen every service provider fight to offer the best of the service. This is based on the realization as Gronroos (1990) points the increase in productivity has been greatly influenced over the years by external factors like customer satisfaction. This has been the advantage of capitalism. Service providers have realized that offering a service is not good enough....   [tags: Consumer Studies]
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2137 words
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What is Customer Relationship Management - Customer managers apply different perspectives to their work with strategic customers. Relationship marketing is a tool that is used to sustain the loyalty between customer and organization by developing a level of “trust.” One characteristic of “loyalty programs” aims at creating strong lasting relationships while developing a commitment to their company. 2. Describe in detail the 4 buying influences and their characteristics in B2B marketing B2B buying influences consist of supplier Web sites, infomediaries, market makers, and customer communities (Keller, 2012, p....   [tags: loyalty programs, relationship marketing]
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1446 words
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Customer Service at Southwest Air - As the project management triangle states, “do you want something done good, cheap, or fast?. Pick two!” That had been the constraints applied to many businesses until the launch of Southwest airlines in the mid 1960’s. Southwest managed to break free of the management triangle and offer safe (good), low cost (cheap), and timely (fast) air service in Texas and eventually across the United States. From the beginning, the company’s staff and management shared these goals, and developed a foundation on which to build the business....   [tags: Business Analysis ]
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1652 words
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A Customer and Market Analysis - Customer and Market Analysis Customer analysis is the assessment of information associated with customer needs, habits, requirements, and market trends. This is usually completed in three phases, evaluating before, during and after the acquisition. These phases are typically accomplished through consumer focus groups, gratification measurements, and field-testing. Moreover, market analysis can be best described as a comprehensive examination designed to forecast or forestall the direction of stocks, bonds, and the product market, typically based on technical data....   [tags: Businesses, Market, Economy]
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1547 words
(4.4 pages)
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Data Protection and Customer Privacy - ... For existing customers direct marketing communication is indeed a good approach, and email is seen as the best channel for sharing information. However, the problem is that only 20% of the direct marketing budget is spent on retention (DMA,2014) Too many poor direct marketing attempts have resulted in uninterested prospects who won’t even open the envelop/email to see if there is something one would want to purchase. Secondary information in the means of direct marketing refers to data gathered for one purpose but eventually used for another....   [tags: database merketing] 756 words
(2.2 pages)
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Job Description for Customer Service - A job description allows the organization to establish parameters for a role and serves as a communication tool between the employer and the employee to ensure clear understanding of expectations. According to Rue and Byars (2010, a job description is a “written statement that identifies the tasks, duties, activities, and performance results required in a particular job” (p.195). The first area a job description addresses is the key components and the purpose of the position within the organization (Rue & Byars, 2010)....   [tags: call center, qualifications,communication]
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873 words
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Outsourcing to Meet Customer Needs - ... Imitability is, whether other will be allowed to imitate or copy the resources. Mobility is the easiness of an organization to acquire the resources to imitate. Example of it, are hardware and software that are easily obtained. Finally, substitutability is the ability of others to make use of substitute resource. Outsource development, or outsourcing, can happen when a third party were involved in IT works and development of systems. There are two types of outsourcing, onshore and offshore outsourcing....   [tags: critical methods, products, servies] 649 words
(1.9 pages)
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Reacting to Poor Customer Service - ... I can be even more outspoken when I am expressing my opinion to a server and I do not see any improvement. Receiving a rude server can ruin my entire experience and cause me to never go back. When I receive cold food or slow service, it can cause me to become outspoken. I can be receiving the best service, but if I am served cold food, it ruins the entire experience. On the other hand, if I receive slow service it does not matter how great the food may be, the experience is ruined. When I am served at home I can be very outspoken....   [tags: restaurant, satisfaction, waitress] 696 words
(2 pages)
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Factors Influencing Customer Loyalty - Research shows that one of the biggest challenges nowadays for the organisations operating in the restaurants and service industries is to provide and maintain the satisfaction of their customers and ensure the brand loyalty (Mumel & Snoj, 2007). It is important for a company to understand what is expected of the company from a customer perspective, and the level to which the company is meeting this expectation. There are two themes that must run parallel to each other when delivering a quality service (Szwarc, 2005)....   [tags: brand, satisfaction, service] 3173 words
(9.1 pages)
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Research Proposal: Customer Satisfaction - Introduction The goal of my research is to examine and find internal ways to distinguish customer satisfaction among one of the nations largest telecommunication company. The services offered include a range of telecommunications services, including wireless communications; local exchange services; long-distance services; data/broadband and internet services; video services; telecommunications equipment; managed networking; and wholesale services (Wireless Telecommunication Services Industry Profile: United States, 2013, 20)....   [tags: telecommunication company, management]
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1212 words
(3.5 pages)
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Customer Assistance Hardware Solutions - ... Processing customers ranging from customer assistance, product or service information and discounts, transactions, or for interaction through social media. Developing a hardware solution that will remedy most of the key problems that relates to the customers, social media and marketing. ‘Pharos’ main functionalities is to address all customer related concerns such as mitigating the queuing up in shops, providing real time discount to customers and assisting shopping lists. It also provide other miscellaneous functionalities running parallel to its main function such as data collection that can be used for marketing, it can provide GPS like functionalities that allow smart phones in its r...   [tags: pharos, complications, technology] 623 words
(1.8 pages)
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Customer Relationship Management (CRM) - ... Some CRM applications help your agents can automatically find and join those discussions, so your customers get answers quickly and customer satisfaction gets a helping hand. Primary Components of CRM Every business has different CRM needs. When considering CRM for a specific organization, these primary components should be taken into account: Sales automation simplifies the sales process and helps salespeople and their supervisors manage both customers and the sales progression through such applications as contact managers, opportunity or pipeline managers and order entry....   [tags: needs, information, market, products, services] 830 words
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Customer Relationship Management Systems - Customer Relationship Management (CRM) systems are an essential portion of businesses of all sizes. According to the Stair textbook, Principles of Information Systems, “CRM software automates and integrates the functions of sales, marketing, and service in an organization.” (p. 376) (Stair) Research identifies key features of CRM, compares two current software solutions delivering CRM, and recommends the best CRM for the ongoing case, Houston Area Consulting Services (HACS) and their proposed Remote Access and TeleCommunication System (RATS)....   [tags: Business, Information Systems, Marketing]
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IMC and Customer Satisfaction - Advertising strategy alignment with marketing Scentsy’s marketing and advertising strategies are related, but not the same. The advertising strategy is made up of tactics and methods Scentsy will employ to carry out the marketing plan. There strategic advertising plans include promotional efforts that build public awareness of the business and its products. Once the Scentsy consultant has created awareness of the product, they will then be able to use the various advertising media and channels necessary to effectively communicate the message to customers....   [tags: advertising and marketing strategy]
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What is Customer Loyalty? - Introduction Customer loyalty according to Loyalty Research Centre (2014) “can be defined as customers continuing to believe that one organisation’s product/service offer remains the best option. It meets their value purchasing decision”. Consumer Loyalty (2014) breaks this definition down to its simplest form by stating, “Consumer loyalty is all about attracting the right customers, getting them to buy, buy often, buy higher quantities and bring even more customers”. They go on to list five ways in which loyalty can be built (see figure 1)....   [tags: Loyalty Research Center, Product, Service]
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Customer Relationship Manager (CRM) - ... Windows based PCs are present in most businesses today, which provides ease of use and less problems making it work with your existing architecture. The ability to use advanced features with Outlook is also a popular selling point. “With 6.3 percent and $1.1 billion in 2012 respectively, according to Gartner” (Blattberg, 2014). Oracle Sales Cloud – This is a pricey option for customers, but does offer some nice features, as well as open platforms that allow for higher levels of access. Despite not having a system that has been built up as much as its competitors, “Oracle has a sizable slice of the CRM market — around 11.1 percent, with just over $2 billion in 2012 sales, says Gartner”....   [tags: business growth ]
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Learning the Needs of Customers Through Customer Relationship Management - INTRODUCTION TO CRM Definition: Customer relationship management is a strategy to learn the needs of customers. It mainly focuses on customer relations from an Enterprise perspective. It consists of systems and strategies that enable personal and relevant communications in a timely fashion. The goal is to optimize long term, profitable relationships . Enterprise consists of many divisions like sales, marketing, finance etc., to work effectively, all need to work collaboratively. CRM enables the Enterprise to understand the customer and there by combines the information of different divisions to a single set....   [tags: profit, collaboration, service]
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Customer Perception of Starbucks - ... Sample Unit: Consumer of Coffee House Sample Technique: Purposive Random Sampling Sample Area: Lucknow Sample Size: 50 CHAPTER3 PRESANTATION OF DATA AND ANALYSIS 1. Which brand name you recollect when we say coffee Shop. No. of respondent Starbucks 40% Barista 30% CCD 20% Other 10% Interpretation: 40% of the respondents said they recollect Starbucks name, 30% says Barista, 20% says CCD and remaining 5% says other....   [tags: case study] 1067 words
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Qantas: Meeting the Needs of Customers Internationally - Sociocultural factors embody the various culture aspects in which a business functions. It is of great significance that a firm has the ability to appeal to the culture that they are working within as it reflects their customer knowledge, determining their performance (David & Fahey 2000, pg. 113). One central issue in regards to sociocultural factors playing an important role in a business’ marketing mix is firm’s ability to adapt marketing strategies in regards to demographics. The universal aging population is a clear indicator of marketing strategies for airlines companies to evolve so that it caters to the needs of the population as a whole....   [tags: customer loyalty, sociocultural factors] 1442 words
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Customer Choices for Memory - RESERCH BACK GROUNDS: In the advanced society, peoples are more familiar to computer, cell phone, camera, laptop, music player, and a wide range of digital application devices. Customers always have a large demand for data storage capacity and fast data sharing. In order to full fill a large variety of application with millions of demanding features, customers are using three basic types of storage application: 1. Magnetic storage 2. Semiconductor storage 3. Optical disc storage Optical storage application is one of the most prominent one in the race of memory application....   [tags: storage, optical, data] 585 words
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Customer Satisfaction Strategies - Customer Satisfaction Strategies What is customer satisfaction. We are in the midst of a revolution in business. Some call it a customer revolution, others a quality revolution, others a service revolution. Organizations are attempting to obtain increased customer satisfaction by focusing on the quality of their products and the service provided. This movement toward quality has produced significant benefits but just like other business fads, joining and adopting the religion does not insure that the real objective of producing customer satisfaction will be obtained....   [tags: Consumerism Customers Business Retail Essays] 1040 words
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Customer Loyalty - Introduction Consumers have many choices when air travel is required. Therefore, to be the consumer’s first choice, a company must do everything in their power to gain customer loyalty. Southwest Airlines is a leader in creating customer loyalty, progressing to creating customer evangelists. The four leading factors in creating this customer loyalty are durability, affordability, customer relations, and corporate citizenship. The first two, durability and affordability, speaks to the economic concerns of the consumer, while customer relations and corporate citizenship speaks to the psychology or experience of the consumer....   [tags: Southwest Airlines, Airline Industry]
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Customer Satisfaction and Awareness of Apple Laptop - Customer satisfaction and awareness of Apple laptop In our project we are aiming to measure customer satisfaction and awareness of Apple note-book. Through the readings we found out this satisfaction arise from many factors, most of firms are not just aiming to have a satisfied customers but also to keep them satisfied and takes them to the next level which is loyalty, then we will look at how to measure this satisfaction. Customer satisfaction is one of the most important issues for any business, if customers are satisfied they are more likely to purchase more and even recommend the company and its products to others....   [tags: Business Management ]
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The Impact of Customer Advocacy on Customer Perceived Value by Ying-Pin Yeh - ... Hypothesis 5 Customer empowerment has a positive impact on the firm’s customer advocacy. Hypothesis 6 Organizational innovation has a positive impact on the firm’s customer advocacy. (Yeh, 2013) Customer advocacy aims to build deeper customer relationships by earning new levels of trust and commitment and by developing mutual transparency, dialogue, and partnership with customers.(Yeh, 2013) This study tries to identify how the effects of consumer advocacy directly impacts the trust, satisfaction and perceived customer value....   [tags: article analysi, Taiwan economics] 668 words
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Customer Relationship Management - Customer relationship management or CRM for short is a model for managing a company’s interactions with current and future customers. When CRM is utilized correctly it will increase profitability and customer loyalty, which are both very important to an organization. It involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support. Customer relationship management is very important in many ways to help a company become and stay successful....   [tags: business strategies ]
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Customer Relationship Management - ... 2004). In the marketing area and fulfillment of customers needs, Customer relationship management systems also play an important role. Professionals in the area can find the need information in customer relationship management software to analyze the data before creating the marketing campaigns. Customer needs can be fulfilled by quickly providing them the information needed about the interested product while saving to the system important customer information. Customer relationship management systems help services representatives to improve customer services and to support clients....   [tags: intranet, internet technologies, companies]
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Customer Relations Management - Customer Relations Management is defined as methodologies and tools that help businesses manage customer relationships in an organized way. For most business’ CRM helps “target customers, generate quality sales leads and plan marketing campaigns with clear goals” (about.com). CRM also helps create customer satisfaction and provide the best service that one could possibly provide to their most profitable customers. CRM uses software and browsers that collects and organizes customer’s information....   [tags: Business Management] 674 words
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Customer Value: Definition - ... Providing the best customer value can help assure that clients will return. Aspects of Customer Value There are two aspects to customer aspects to customer value. They are perceived value and desired value. Desired value is what the customer wants and perceived value is what the customer thinks about the products or goods they received. A customer expresses a need (the desire). A company takes this desire and presents it to the client as a final product. The client then will evaluate the product and form a perception....   [tags: perception, product, goods, services] 596 words
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Customer Relationship Management - Today, customer relationship management is very important to the business world. Most of the companies established a department and the programs to manage their relationship with the customers. Customer relationship management (CRM) is a business strategy which designed to help a company to understand and look forward to the needs of its potential and current customers (Anderson & Stang, 2000). Customer data is being collected in several different areas of the company, stored in a central database, analyzed, and distributed to key points (Anderson & Stang, 2000).The business world once was “product-centric”, the companies just provided what they could produce....   [tags: Business Management ]
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Customer Relationship Management - Customer Relationship Management Introduction Marketing has evolved substantially with the advent of technology. Technology has not only introduced additional communication channels to marketers but also allow them to collect large amounts of data and analyse it efficiently to improve segmentation, communication within segments and designing products to meet the needs of customers. Technology provides customers with more power since they are now able to easily compare offerings from various organizations and selecting the offer with the highest perceived customer value....   [tags: Marketing Mix, Firm Strategy]
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Customer Data Mining - ... According to Jason Frand, a Managerial Computing and Information Systems Professor at UCLA, customer data mining is a very complicated process that requires experts with a high level of understanding. Several types of analytical softwares are available for customer data mining, with the two main softwares being statistical software and machine learning software, which enables the computer to ‘learn’ from data. These softwares seek four main relationships.The first relationship sought are classes which are information stored in predetermined groups, such as by time, that is used to find trends....   [tags: searching, data, gigabytes] 802 words
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Management of Customer Service at Senheng Electric - Senheng Electric (KL) Sdn. Bhd. Interoffice Memo DATE : 5 May 2014 SUBJECT : Management of customer service Background Sen Heng® Electric (KL) Sdn. Bhd. is one of the leading consumer electronics chain stores in Malaysia. This store operates over 100 branch spread throughout Malaysia. Senheng was first established in 1989, from a tiny consumer electronics half shop lot set up with stocks worth less than Ringgit Malaysia thirty thousands to the largest electronics chain store today with branches straddling the length and breadth of Malaysia (Sen Heng®, 2013)....   [tags: communication training, decision making processes]
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Personlized Customer Service - The old saying, “it’s not personal, it’s business” comes to mind when thinking about how to effectively run your business in this, and any, economy. What we should be thinking, and how we should be approaching our customers is, “it’s personal, it’s business”. People want to feel that extra touch of personalized service, and indeed, expect to be “wooed” in order to remain a customer. Regular customers want to be remembered when they walk into your store, they want to feel they belong. Consequently, calling them by name and making them feel welcome will set their shopping experience apart from all other stores they frequent....   [tags: business strategies, ]
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Customer Service: The Key to a Prosperous Business - When it comes to providing customer service, customers want quality, assurance and their demands met. Companies have a commitment to give good customer service. GE (General Electric) is ranked one of best companies that provide excellent customer service. Their commitment, training and quality to the customers for decades is how they gotten to the top. Meanwhile, AOL is ranked as one of the worst companies that provide poor customer service. There rude deposition, unethical guidelines and disgraceful quality is why they are going out of business....   [tags: Business Management ] 1439 words
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Customer Churn Analysis in the Telecommunication Industry - Abstract— Customer churn is a business term used to describe the loss of customer. It describes those customers or clients who leave or switch to competitors. In the telecommunication industry, customers have multiple choices of services and they frequently switch from one service to another. In this competitive market, customers demand best products and services at low prices, while service providers constantly focus on getting hold of as their business goals. So that’s why there is very higher rate of customer churn in telecommunications industry experiences an average of 30-35% annual churn rate....   [tags: Business Management ]
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Customer-Driven Marketing Strategy - In the business field, marketing is one of the activities assisting in profiting a single company. The buyers are too many, greatly dispersed, and different in their needs. Therefore, customer driven marketing strategy is being used to see the products or services from the customer’s perspective and communicating the message in customer’s language (Schade, 2007). Basically, customer driven marketing strategy is divided into four major steps: market segmentation, market targeting, positioning and differentiating (Refer to Appendix 1, Figure 1)....   [tags: market segmentation, targeting]
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Customer Relationship Marketing - Customer Relationship Marketing serves as an important aspect to businesses as a form of marketing in which it carefully focuses on the important aspects of consumer’s relationship. The understanding and development of relationship marketing throughout time has greatly embarked on how organisations manage and anticipate their customers. Marketing itself has evolved throughout time, in which it has changed considerably by the influence of the consumer. The revolutions of marketing orientation from production, product to selling and marketing orientation provides a foundation to the recent approaches of the evolving contemporary marketing approaches which is Customer Relationship marketing....   [tags: Orientation, Building, Maintaining]
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