JC Penney's Case Study

Customer satisfaction is the overriding factor for the successful operation. Sales of the supermarket can grow when it makes its customers satisfied with the goods or services by best policy to fit customers’ requirement. So, it can be told that customer satisfaction is followed by customer revisiting or repurchasing. They can also tell their acquaintances about products or services as good. Customer satisfaction and sales might be linked directly, companies have to check the factors periodically such as quality, schedule, layout, inventory and so on to lift customer satisfaction because even small factors that employees didn’t recognize can affect consumer satisfaction enormously.

Pick n Pay is constantly changing to suit the wants of the customers and make it a friendly environment for everyone to be in. Forms can be given to our customers either at the store or online that can be filled in for customers to give their opinions on the stores and customers can include suggestions of how to change the store or improve it to make it easier to get any goods. Is the Pick n Pay staff professional and friendly? Yes as at Pick n Pay all employees must have values that suit the business; these values are things like honesty and integrity. Our staff is taught that it is an honour to work in each separate community and that they must serve that community in return to the best of their abilities.

With customers showing up at their stores to only test the products ' features, best buy as a result, had a loss in their sale. The impact of showrooming has created a challenging task for best buy to keep their sales up and to also keep their customers in the store to purchase their products. First best buy had to better understand their customers’ behavior to come up with the best solution. After a survey was done they found that the main three reasons customers were showrooming was for better online prices, the desire to view the product in person before ordering online and to also buy the product without issues with out of stock retail stores. To complete the task best buy announced that their store was going to match their prices with major online competitors such as Apple and Amazon and retail

What’s also critical is ensuring customers recognize the delivery of those promises, which requires proactively shaping communications and key messages that consistently highlight delivery as well as themes.” To maintain lasting relationships, give your customers a memorable experience and keep your promises. 5. Ask for feedback constantly Customer feedback is often overlooked by most businesses. Teams usually get so consumed with the day-to-day operations that they forget to gather information from their customers. Feedback is vital because it’s a hands-on perspective from the buyer.

If you are not putting the customer first and putting all else aside, it will show and slowly you will lose business. Learning how to speak positively, exhibit inviting body language, and listen actively are just a few of the skills that need to be taught to all employees that deal with customers. By providing adequate training and using that knowledge to the best of your ability, you can have the best customer relationships and a loyal following that could open new doors for new customers or even new stores. Giving outstanding customer service is a requirement if you want to keep your business open and prospering.

In the case of Target addressing customer satisfaction and consumer confidence it is necessary to use both an internal and an external change agent. Feedback from actual consumers is necessary in order to gain an understanding of the issues impacting, positively and negatively, the shopping experience. The strategy in which to combat the negative aspects is best led from within as it is the leadership and management of the organization that can best assess the strategies in place and mold them to allow for compliance with the feedback provided by shoppers themselves. Target 's consumer feedback strategy is not too unlike many others in the industry. Customers are selected at random and asked to share their experience on a survey.

Stores can not always offer huge discounts or free merchandise, but they have to find some way to increase customer loyalty. Customers love to see low prices at retail stores, but there are other things they look for that will make them want to go back. One thing that may attract customers is maintaining quality customer service. If someone goes shopping and has a positive experience because the employees were helpful and friendly, it may make them want to return more frequently. When a customer has a negative experience with a rude employee for example, it will reflect on the company and they can easily find somewhere else to do get their shopping done.

Even when utilizing an inventory management system, occasional shortages will still occur. To be successful in today's fast-paced, highly-competitive environment, business’ need to have the necessary parts in stock or have reliable suppliers to meet customer demands at a moment's notice. Either way, shops must have a practical, efficient method for managing inventory in order to stay in business and satisfy their customers. The most efficient way to get this done is through the use of a Just-In-Time (J-I-T) system of inventory management. The service that Cardinal Health provides is an example of this type of J-I-T system which allows them to get the right quantity of goods to the right place and at the right time.

Wal-Mart is biggest organisation they also providing good quality products to customers to get the more and more customers. Today’s customers only want to fulfil their needs with lowest price but they want quality as well so Wall- Mart is very suitable for them. Product support, repair or replacement policies Wal-Mart is biggest company all over the world. They have many types of products in their company and they also support their products like they give good quality products to customers like if any case if customers comes with guarantee or warrantee they have to repair that product and replace it on given time. They need to talk with every customer if they find any problems in products I mean they have to supporting products in every case also build good relations with customers with great customer’s service but sometimes some of the products repair with an extra cost.

Customer Service Many business organisations have different definitions of customer service. For example, according to the Chartered Institute of Marketing, “Customer Service is what your business delivers to achieve customer satisfaction”. Another example is, according to the ACA Group, “Customer service is the ability of an organisation to constantly and consistently give the customer what they want and need”. All business organisations need to make certain that their customers are satisfied with the service they receive because; customers are the most important part of any successful organisations. Businesses such as, Barclays aim to exceed customer expectation in order to ensure that customers enjoy themselves, leave having enjoyed themselves and return in the coming future.