WH Smith Business Analysis
WH Smith main aim will be to provide a good service to all customers, while providing an acceptable return for its shareholders. WH Smith has a key phrase which WH Smith basis its business around, `Creating value for customers to earn their lifetime loyalty`. WH Smith listen to the customers needs better than any other business, as they provide an excellent service (customer service). This would help retain customers and gain a healthy profit. WH Smith has located each of these stores in an excellent location around the UK. While they gain customer loyalty by doing this they will also gain a steady income so they will be able to share some of its profits with its shareholders. However if they don’t make customer loyalty and gain a steady income, they will lose money and so will its shareholders. The shareholder of a WH Smith is always at risk of losing their money, which is why WH Smith offer a better return than that of a bank where the shareholder is at no risk of losing money.
Another of WH Smith ’s aims is to look after their customers as customers are very important because they provide income to the business. Also WH Smith need to do their best to deliver good products at a cheap price to their customers and the public. WH Smith aim to treat all their customers in an appropriate manner. By doing this WH Smith will gain customer satisfaction and lifetime loyalty. By treating their customer’s well WH Smith will also get a good reputation and also they may gain other competitors customers.
WH Smith also aims to understand their external customers needs better. Therefore, WH Smith carries out market research to find out the customers needs. They produce surveys and questionnaires for the customers to fill out. Using market research, they can see how their products may compare to other similar stores like Woolworths and which products the customers like the best. WH Smith also understands what customers aim to look for in their stores:
Good value products
Care and attention from employees working there
A good after sales service
Correct information about the product
Robertson Davies “Fifth Business” is a story about Dunstan Ramsay, and the guilt he and
Outstanding Customer Service shall define our business and we shall strive for 100% customer satisfaction.When customer talk we listen therefore we shall strategically align our business based on the customers voice
The strategy of WFM, co founder Mackey, is to continue offering healthier options for its customers. The movement into Canada and the UK in the last few years, lays the footprint for additional global expansion. Mackey intends to increase WFM to 1000 stores. The question is whether it will happen through acquisitions or new store locations. The answer based on their history is a combination of both. The store in Canada opened in 2002. Since brand recognition is not as strong, the store struggled somewhat in the beginning; however, the expectation is that it will grow to one billion in the next ten years (Patton, 2013). The stores in UK, which are in the greater London area, have received mixed receptions, and some stores are selling well while other locations are not. However, Mackey is not deterred and believes that longevity will produce the desired results.
Brookshire’s Grocery Company is a privately held Texas based retail food chain that operates in Texas, Louisiana, and Arkansas. The company’s corporate office and headquarters are located in Tyler, Texas at the Tyler distribution center. Brookshire’s operates under three distinct banners: Brookshire’s food stores which are full service supermarkets, Super 1 Foods stores which are upscale warehouse style stores, and FRESH by Brookshire’s which is a concept store. Brookshire’s Grocery is rated #193 on the Forbes America’s Largest Private Company List with revenues of 2.4 billion as of December of 2013 (Forbes, 2013).
As you can see from the points above it is vital to give good customer
Marks & Spencer is one of the UK's foremost retailers of clothing, foods, homeware and financial services, boasting a weekly customer base of 10 million in over 300 UK stores. Marks & Spencer operate in 30 countries worldwide, and has a group turnover in excess of £8 billion. It has specific values, missions and visions. It’s main vision is ‘to be the standard against which all others are measured’, it’s main mission is ‘to make aspirational quality accessible to all’, and it’s main values are quality, service, innovation and trust. (www.marksandspencer.co.uk).
...n and many benefits are offered for those who shop regularly: priority service by appointment, free car parking, free basic alterations (they usually cost over £30-£40), and exclusive discount days at any time and many more benefits are provided. Moreover, high customer service is also one of the main reasons why clients choose Harrods. The main features regarding customer service were: sales associates’ helpfulness, efficiency, personal interest and the availability of native speakers. The abundance of native speakers plays a big part because foreigners mainly prefer a native speaker to help them with their purchases. Moreover Harrods is successful in communication with its clients and it explains why clients stay loyal to the store. Long-year relationships between sales associate and client results customer’s total trust and makes him/her choose Harrods every time.
The company’s vision is” To be world’s most customer oriented company, to create a platform where individuals can visit to find, get anything they desire and purchase it
...pts which Woolworths align into are: Listening, acting and learning. Employees interacting with customers gives immense knowledge on what they need, what they think about the stores, maintenance and customer service. Considering the feedback of the customers and start enact to those feedbacks (i.e) acting to their needs. Learning things from customers, help Woolworths in drastic changes in terms of functionalities and progress. For instance, customers always bought the coloured stationary, by changing this concept Woolworths had vastly improved the layout of the category of customers.
The market research is carried out to identify the customer needs. Sainsbury's also would like to increase their image name. This is because Sainsbury's would like to provide the customers with good products so that they can fulfil the customer needs and increase the sales within the promotion offers e.g. get one and get the second one free. Promotion is an important marketing function for Sainsbury's. This is because Sainsbury's would like to increase the awareness, attract new customers, and increase sales and profits.
Sears has seen many different changes in business and has had to adjust to t...
Thirdly, the company is committed to delivering superior quality of products and services. It earned a reputation of a convenient and reliable brand that offers the lowest prices, one of the fastest and lowest shipping, widest selection of goods, and many additional features with its services.
Its business model is to hire smart, motivated individuals and teach them to run a business by delivering exceptional customer service. Delivering exceptional customer service results in completely satisfied customers and satisfied customers will continue to do business with Enterprise and even tell others about the company, which results in business growth at each of i...
...stomer service is essential in any organization. Its importance has positive implications on the business. Having an excellent customer service will motivate the organization’s employees. This will result in a win-win situation because a happy employee is a productive employee. When a motivated employee helps customers he/she will ensure that the customers are satisfied in a way that exceeds their expectations. These customers will then go out in to the public and share their experience with friends who will eventually patronize the business. In the long run the business gains more customers and increases its profits. Therefore, every organization should attempt to implement and preserve an excellent customer service strategy. This will give the organization a competitive edge above other organizations and establish a reputable image every business entity long for.
We always make sure that when they come to our stores they experience the best shopping and that they find what they want to buy and we have a reason for them to buy. We make sure that our merchandising is up to standards and it motivates the customers to shop in our stores.