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Impression management
Importance of providing quality customer service
Importance of customer service
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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.
2. Customer expectation
Consumers expect certain assurances such as finance, quality, productivity, technology and infrastructure which a company should abide by to execute a consumers needs and wants . If a company provides the information that consumers seeks they then gain consumers trust and meet their expectations. This very important to execute consumers satisfaction. Consumers also expect the service of retailers to be up to the standard of the retail market in order to draw in the consumers. Edgars abide to certain standards and thus expect consumers to come back to the store believing that they have built up a good status in a sense that what the consumer expects is reached.
3. Perceived image
This is the ability to position a product into the consumers mind. Creating an image of what can be expected of the product and giving valid information about the product in order to create the” perfect” image in the consumers mind. Image should also fit in with the trend of the season and also to boost peoples self esteem when purchasing and using the product. Edgars wants to not only have a good reputation in quality and affordability but also in ho...
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...nly clothing.
7. Increase market shares
By satisfying consumers needs we are increasing the consumers' demands to purchase more from the retail store leading to more market shares being established. More companies want to invest shares in Edgars due to high profit and turnovers example Forever New that has shares in Edgars their clothes is sold in Edgars. Estee Luader Elizabeth Arden are all part of the Edgars group increasing their market sales as well as Edgars becoming more profitable.
8. Increase profitability
Satisfying consumers needs and wants plus the increase in demand equals to an increase of profitability. Edgars aim to create a store with a healthy environment where the workers are motivated to contribute their best to service, and also to abide to certain long term respectful supplier relationships. This guarantees overall success.
Mission statement
High levels of customer satisfaction will not guarantee future sales, but are more likely to result in repeat future sales than indifferent or poor customer service. Moreover, satisfied customers are more likely to try out other products/services in the firm’s range, or recommend it to friends and family. Build on customer loyalty Customer loyalty is valued highly by most businesses and can be
...e company’s competitiveness. Satisfied customers can help a business gain more customers through word of mouth. Ensuring excellent and consistent service and products will help the business perform better. Tim’s must embrace technology in its human resource management, bookkeeping, as well as its Marketing activities. This will improve efficiency, and reduce man hours considerably. Tim should consider investing more money into the business to allow him expand on product offering, which will help attract new customers.
Albertson’s also has also taken steps to boost it average sales. Albertson’s goal is to fill every shopping cart to as full capacity as possible, as well as getting to know their customers a lot better. They have installed have installed a $50 million NCR Teradata where house in order to analyze customer data, and what type of products certain customers primarily purchase. They then plan to use their customer loyalty cards, so that they can match individual buying preferences against store inventories. Also through technology this data is available for analysis minutes after customers leave the store. This is a very valuable resource, because now Albertson’s may be able to reach its goal of having the right products, on the right shelves, at the right time.
We understand the importance of our missions and the trust our customers place in us. With this in mind, we strive to excel in every aspect of our business and approach every challenge with a determination to succeed.
"It was the summer of 1969: Man took his first walk on the moon. Nearly 450,000 people gathered in upstate New York to witness the historic Woodstock concert. And Doris and Don Fisher opened the first Gap store in San Francisco" (Gapinc.com 2007). Today, Gap Inc. is one of the world's largest specialty retailers, with more than 3,100 stores and fiscal 2006 revenues of $15.9 billion. Gap Inc. operates four of the most recognized apparel brands in the world Gap, Banana Republic, Old Navy and Piperlime. Every day, Gap Inc. looks for new ways to connect with customers around the world, providing value to their shareholders and to make a positive contribution in the communities where Gap Inc. does business. Gap Inc brands have a simple, common purpose: "to make it easy for people to express their personal style" (Gapinc.com 2007). Gap Inc. constantly evolves each brand to better meet their customers' needs through innovative and inspiring design; through convenient and engaging store experiences; and by communicating with people in a way that connects to how consumers live, work and play. Gap Inc. involves total quality management through out policies and procedures. In the following information explains how Gap Inc. uses TQM (total quality management), what made Gap Inc. the way it is today, and implementations on total quality management.
...ing to their customers. When their customers find themselves truly represented by models, they are willing to believe that the brand is well designed, so that it can benefit the brands and enlarge their business. To better embrace the new fashion model trade, cloth companies get to start now.
The ultimate goal is to increase product sales. They have to depend on the customer to reach that goal. Making the customer feel comfortable and encouraging them to buy more goods is a process toward that goal.
1.2: Explain the process of mapping the customer journey and its importance in delivering effective customer service
⑥ Buyers. Buyers’ benefit from quality products, which is related to corporate profitability, repayment capacity and operational capabilities.
Williams, P. & Naumann, E. 2011, "Customer satisfaction and business performance: a firm-level analysis", The Journal of Services Marketing, vol. 25, no. 1, pp. 20-32.
Third, the company should fully know the taste and preference of consumers and change its full-service model to self-service model or other more effective model. Always satisfying the demand of customers and providing exactly what they want is important.
...ough quality or enough service, satisfaction will result. However, we have evidence to support that quality and service alone can not produce recurrent satisfaction. Satisfaction is a distinct and separate issue.
The mission of the company is to accomplish the customer needs using distinguished and best solutions and by this being eminence among other companies in the same industry. Albassami consider the customer needs the most as a very important factor to succeed...
“The meaning the appearance of a product communicates helps consumers to assess the product on functional, aesthetic, symbolic or ergonomic motives” (Blijlevens, J., Creusen, M. E. H., & Schoormans, J. P. L. (2009).
products they want. The goal is to not only provide consumers with what they know they