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Importance of effective communication in an organisation
Importance of effective communication in an organisation
Importance of effective communication in an organisation
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Consumer relations are a very important aspect of companies today. This notable communication between a business and consumer is especially seen in shipping services. The two corporations that will be examined in this essay are UPS and FedEx. These industry leaders showcase consumer relations throughout their campaign. Both of these companies focus on comparable audiences and provide similar services. Consumer relations in the shipping industry holds a lot of importance in how people view the companies. To see the just of the consumer relations programming, one must visit the websites of both companies. UPS has specific programming that seems to target the three ways of effective communication. The two-way communication seems to be at the
Pelton, L. E., Strutton, D. & Lumpkin, J. R. 2002, Marketing channels: a relationship management approach. McGraw-Hill Irwin: Boston, p. 387.
FedEx Express’s customer segments were based on the amount of revenue FedEx obtained from the particular customer during the previous year. At the top of the pyramid were businesses with more than $10 million in annual FedEx billings. A primary responsibility of account executives assigned to these companies was to analyze the client’s shipping business to negotiate contractual agreements that would typically last from two to three years. At the bottom of the pyramid were small accounts of just $6,000 to $40,0000. In these cases, the account executive’s job was typically to look for ways to increase the use of FedEx at local offices and to report to worldwide account executives of any issues that had come about. The account executives received compensation on achieving particular revenue targets, and the process of determining Express sales goals occurred on a quarterly basis. Account Executives wanted to beat the revenue targets or reach the minimum performance to plan in order to get a sales bonus. Even though there were many sales fluctuations based on changes in customer behavior, account executives would make adjustments in order to meet their goals. In comparison to Express, FedEx Ground shared the hierarchical configuration of sales teams and the geographic reach, but had a smaller customer base. Signing new clients was somewhat more difficult for
Customers rely on these services daily so by keeping their customer service high both from the product side and face to face customer relations USPS can retain their loyal customers while hoping to gain additional consumers. A survey needs to be done in order for the USPS management to be able to evaluate their customers experience and overall performance measures relating to their product. Customers know what they want and what they need, and for USPS to be able to reach out and identify what that is will be a tremendous tool for operating decisions in moving
Besides to the dramatic change of internet to the consumer purchasing pattern and retailer selling pattern, the consumer today have become less tolerant of service failures and likely to expect better services that are more than the average. In addition to this, the consumer demands more for personalized service. It can be a difficult task for FedEx to satisfy all customer needs.
FedEx provides shipping services through FedEx Express, Ground, Freight, Custom Critical, Trade Networks, and Supply Chain (FedEx, 2014). Tracking and package management services are available for all services through fedex.com (FedEx, 2014). FedEx also shares knowledge of shipping best practices on its website (FedEx, 2014). FedEx Office is another division of FedEx, where customers have an in-store option for taking care of their shipping, copying, and printing needs (FedEx, 2014). FedEx connects our global economy by linking 99 percent of the world’s GDP (FedEx, 2014). FedEx Express services every US address, as well as 220 other countries (FedEx, 2014). Some of the corporation’s new services include FedEx Delivery Manager and One Rate (FedEx, 2014). FedEx Delivery Manager is a service that is tailored to the needs of the recipient of a package (FedEx, 2014). FedEx One Rate is simply that, flat-rate shipping without the weighing and measuring (FedEx, 2014).
The parcel service industry is made up of four main competitors. These competitors are UPS, FedEx, Airborne Express, and the U.S. Postal Service. Since 2000, American consumers have spent more than $50 billion to ship parcels, packages, and overnight letters. New parcel distribution patterns developed due to the way U.S. manufacturing companies are operating. The Internet has expanded the reach of direct marketing, particularly with retail transactions requiring home delivery. Globalization has also created the need for parcel carriers to expand worldwide.
FedEx is the world’s largest express delivery, ground small-parcel delivery, less-than-truckload freight delivery, supply chain management, customs brokerage, trade facilitation and e-commerce solutions company with more than 145,000 employees worldwide and delivering more than 3.2 million packages daily. They command a fleet of 634 aircraft and more than 42,500 vehicles. FedEx offers various international packages and document delivery services to 214 countries, as well as international freight services and also offers commercial and military charter services. On 12-Feb-2004, FedEx Group acquired Kinko's, Inc. Now it also provides document solutions and business services, including copying and printing services, signs and graphics, videoconferencing, high-speed wireless and wired Internet access and computer usage.
There is a belief that firms have a different marketing approach depending on if the firm is trading services or goods. Service firms are assumed to have a more relational approach where they manage the whole buyer-consumer communication process while the goods firms are transactional. The main purpose of this study is to find out how firms relate to their markets and what the relative emphasis of these firms on transactional and relational aspects of marketing are.The study distinguishes the firm type by the most dominant type of product offered and the most dominant of customer
Real Threat of Substitute Products or Services: High customer satisfaction earned through conscientious drivers, high reliability, and Internet-based tools has kept UPS at the top. UPS has created an economic advantage by assembling a dense integrated global shipping network that is unlikely to be matched by any but a few global players.
Not knowing how important customer service is to the company and how to quickly respond when questions about delivery arise can hurt the supply chain of the company. Customer is becoming an important factor of the everyday business, therefore, knowing how to deal answer questions about delivery methods is important. Most of the time is...
The customer services styles are quite important when it comes to the direct dealing with customers. Besides the products or services that are being offered to the customers by the organization you are working for, the way in which the sales persons represent those products and services to the customers play a major role in the satisfaction of the customers. The customers often seek polite, genuine and helpful response from the customer service representatives and for that purpose the customer service representatives adapt different customer service styles depending on the priorities of the customers.
It's very well known that a companies success is not only dependant on the possession of a good product or service, but the key aspect to a successful business is excellent customer service. As the market grows, now more then ever companies are emerging, they are offering very similar types of products and services. Successful customer service can be a way a business becomes original and unique, it can be the key to attracting and maintaining loyal customers. Good customer service can start-up a business while bad customer service can harm a company. An average customer that experiences an issue will complaint to 9-10 people about the problem. A customer that received support to their problem and a potential solution will tell at least five
This essay will explain what is meant by excellent customer service, outline an excellent customer service structure and give ways in which it can be maintained. It will also state the impotence of customer service to a business or entity.
A service encounter is defined as a moment when a customer interacts with a service or product for the first time. It is the customer’s actual interaction with a service company. It is identified as a key component of the current agenda for service marketers. More than half of the world’s multinational corporations employ in providing services, thus the scrutiny of service encounters is becoming increasingly significant. Research evidence indicates that customers generally compare their expectations with the performance of service industries and they are influenced by the quality of service they receive. The scope of this essay is to discuss about the view that customers don’t buy products they focus on solutions and also about the consumer’s behaviour pattern regarding services provided. Further, it will be noted how businesses are trying to improve the service quality to attract customers leading to an increase in the economic competitiveness.
To effectively sell a product or service, organizations have to really know how customers behave, regarding to what they buy. The study