CB in Action Assignment
Marketing 378
Prepare and submit:
1. Descriptions of two examples of chapter concepts being applied in a business or professional setting, or a setting that would be of interest to marketers or policy makers. Be specific and provide citations.
Consumer Treatment. Consumer treatment plays a major role in the success of any corporation. I noticed, most retail employees, don’t understand that the consumers experience is also based on the employee. In essence, the consumer puts the retail experience on the same level as movie actors we don’t like our actors to break character. Recollect on the last time you went to a store or restaurant and an employee was rude, did that single person’s attitude ruined the entire trip. I’ve also talked about this with friends to gain further insight on their consumer treatment. My findings were very conclusive, most consumers are so meticulous that they dislike when employees speak of internal matters. For instance, consumers don’t want to hear about your break in five minutes, likewise they don’t want to hear any co-worker conversations.
Payton, Karla. I Hate Rude Employees!!! 2009. Retrieved July 29, 2010 from
http://www.planetfeedback.com/kohls+department+stores/other/i+hate+rude+employees/319920
Enbysk, Monte. 15 Customer Service No-Nos. 2010. Retrieved June 29, 2010 from
http://www.microsoft.com/smallbusiness/resources/marketing/customer-service-acquisition/15-customer-service-no-nos.aspx#customerservicenonos
Consumers Role in Society. Consumers have a huge role in society they essentially decide which products to offer. Consumers are ever changing, their likes and dislikes for products also change. Think about cigarettes, alcohol or food, your consumption b...
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... life, with references for/links to images.
Image #1
Moed, Ed. 2007. Perceptions into positive opportunities. Received July 1, 2010 from
http://www.measuringupblog.com/measuring_up/2007/04/index.html
Image #2
Cartoonstock.com. Original Artist. Received on July 1, 2010 from
http://www.cartoonstock.com/directory/b/bad_customer_service.asp
Image #3
Cartoonstock.com. Original Artist. Received on July 1, 2010 from
http://www.cartoonstock.com/directory/b/bad_customer_service.asp
Image #4
Cartoonstock.com. Original Artist. Received on July 1, 2010 from
http://www.cartoonstock.com/directory/b/bad_customer_service.asp
Image #5
Cartoonstock.com. Original Artist. Received on July 1, 2010 from
http://www.cartoonstock.com/directory/b/bad_customer_service.asp
Levy, Michael, Barton A. Weitz, and Dhruv Grewal. Retailing Management. ed. New York, NY: McGraw-Hill Education, 2014. Print.
Satisfying and pleasing customers have become something of a corporate obsession. Customer is served in the best, effective and most efficient manner and this practice has become critical.
The manager of baggage claims was attending his presentation and provided him with some insight on why he received the bad service during baggage claim. The manager tells him that he was forced to schedule less workers to make budget for the end of the month, which is a problem that most managers face today. Sasser believes that because there is no research being conducted on how the company is effected economically when they lose their loyal customers or the customers who have the potential to be loyal then they tend to make customer care or improvements to customer care a lower priority. If managers start considering the breakeven point they have to reach before customers actually start being profitable then they would increase their measures to improve their customer care to keep customers loyal to their business longer. Good customer service can take the slack off of a bad product. In an article Tabitha Naylor says “you see, if you have good customer service, people naturally assume you have good products” (Naylor,
Customer satisfaction is what makes a customer come back again for another experience. The customers know the kind of treatment they are going to receive before they enter the store.
The general consensus among American citizens is that the retail industry as one of the worst jobs a person can take, just short of fast food and any job that is janitorial. There are many reasons behind this stigma that affects people both in and out of the retail industry. The perspective of the customer will always differ from that of the retail worker, with the exception of those who have worked or currently work in retail. However, just because the perspective is different, the level of respect has no reason to shift.
Service wins the game.” As Tony Allesandra states, in order to have+ a successful business, customer service must remain a priority. It is also proven that shoppers are more likely to return to retailers with good customer service over those without. This past summer, my mothers’ best friend was getting married, so my mom and I drove to the mall. Once we had found a parking spot, we both walked towards Banana Republic; I began to walk faster, as if I was being pulled like a magnet, and threw inspiring words back to my mother to pick up her pace. In no time, my mother and I were walking through Banana Republics’ entrance. The greeter said hello and asked us if we were looking for anything in particular. I told the greeter- named Lacey- about my mothers’ issue of not having a dress to wear. Lacey immediately noted my moms’ height and age which would narrow her down her choices, yet she still ended up finding several options that both my mother and I loved. With the help of Lacey, the hardest part of this shopping trip was trying to decide which dresses to put back; my mom ended up wearing lovely textured grey dress that fell just above the knee accompanied with a modest v-shaped neckline. Banana Republic not only made a sell with their superior customer service, but they also gained the trust of my family and free advertisement because my mother now recommends Banana Republic to all her friends. In
...ecome so reliable and dependats to their gadgets and materials than on people that if taken away, distress and unhappiness usually is an end result though theyr are just mere objects. However people may argue that consumers are the key to businesse success, they are also producers them selves though its true that without needs and wants, out world woudnt be that modernaized and advance as its today but consumers are just given mere importance for their loyalty to the products and play their part which is just to consume whatever is thrown at them despite any freedom in choices or decision making. Hence we consumers have been given importance as the’ public opnion’ and given the spotlight, but sadly unless we realize that this is all a game of manipulation we will continue to trapped in the shadows of the cave just like the prisoners in Plato’s Allegory of the cave.
1.1 Explain the value of customer service as a competitive tool Customer service is valued as a competitive tool by many organisations. It gives you the ability to gain customer loyalty while meeting the customer’s expectations. Staff will have the skills and knowledge that will provide a competitive edge. Most organisations are known for the quality of their customer service. This means that they are known for good customer service or poor customer service.
This takes a lot of personal recognition from the employees to make sure no bad mood from an employee is being shown to a customer.
A consumer is a person who is seeking for products and services for personal, domestic and household use or consumption only.
During Eduardo Briceno’s studies, he found that managers with fixed mindsets were not appreciative of feedback from customers. This could be detrimental to the company because it would not show any improvement on the worker’s behalf and poor attitude as a whole. In general, a company looks for someone who has a positive attitude, stand out from the crowd, and is able to handle situations before they get too out of hand. For this reason, it is important to be able to have a growth mindset and maintain grit, even throughout the toughest of times. For instance, if a customer is unhappy with their in-store experience and is trying to explain why, it is important to take into consideration why they feel this way, and work towards making sure it doesn’t happen again. If you blow off the opinions of the customer, you can never improve the company, and your work priorities are not adequate with what they should
The consumers are the reasons why are favorite stores are open and why we have sales. They make up a lot of the U.S so their important
Marketing is a system of business activates designed to plan, price, promote and distribute want-satisfying products, services and ideas to customers in order to achieve business objectives. Consumer law protects consumer’s rights in the marketplace as well as fair trading, competition and accurate information. On the other hand, ethical aspects of marketing are about making marketing decisions that are morally right. However, consumer law and ethical aspects of marketing have a lot of advantages and disadvantages in the marketplace, which impacts business 's sales and growth like it happened to: Harvey Norman, Nurofen, apple, etc.
In today’s competitive world where organizations looking for high profitability and market share, consumers have very important role. Companies are looking for capture consumers in order to get larger market share. For this reason organization developed a number of techniques and tools. One of such tools is consumer behavior which has been come from economic theory. Consumer behavior is mainly studying the factors and situations that can affect purchase decisions of consumers. Consumer behavior is being very important discipline of management sciences which help out to understand of customers’ decision making.
Customer service by definition is the ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business (Lucas, 2012, pg.7). In other words, it’s making the customer pleased so that they keep doing business with you all while making sure that the employees get along and work together well. In every business there is a form of customer service. Unfortunately, it is not always excellent or even decent. Some businesses just either don’t care or possibly just don’t have the training to deal with some of the obstacles that come with dealing with customers on a daily basis. I’ve been in the restaurant business for over 13 years and I can tell you that there are skills that some are born with and others need training on, yet either way they should be used whenever interacting with customers.