Swot Analysis : Customer Service Essay

Swot Analysis : Customer Service Essay

Length: 877 words (2.5 double-spaced pages)

Rating: Better Essays

Open Document

Essay Preview

1.) Americatel is positioned within the small to mid-sized market in the telecommunications sector. However, their primary competitors Movistar and Claro compete within the large-sized market. With only 10% overall market share, Americatel has the potential to capture additional growth as the industry growth rate is growing at 6%. To accomplish this we recommend that Americatel own their position in the small to mid-sized market by capitalizing on their competitive advantage of providing superior customer service as well as leveraging new solutions to further drive customer satisfaction.

Presently, Americatel is known in the industry for providing excellent customer service. However, most companies say they believe in good customer service, but few set up a system to ensure that they provide it and actually achieve customer satisfaction. Delivering superior customer service takes both understanding what your customers want and a way to see that they receive it. Having identified this attribute as a competitive advantage, Americatel can further strengthen their position in the small to mid-size market by implementing customer experience management techniques. First and foremost, customer satisfaction must be measured across all departments; this can be done with the use of a companywide survey and/or measurement of exit and abandonment rates. Additionally, Americatel should evaluate the loyalty of customers as customer loyalty is an excellent parallel for customer satisfaction as it’s used to describe the behavior of repeat customers.

Another method for leveraging superior customer service is with the investment in a formalized training program for the sales department in addition to developing cross-training programs across al...

... middle of paper ...

...ored to meet the needs of the customers. That is, “At Americatel we tailor our communication tools to meet exactly what YOU need, and no one else in the industry can do this for you.” This brings us back to the recommendation of cross training and restructured incentives as the sales force will need to be cross trained/ cross incentivized to meet that expectation.

With the right resources and solutions in place, Americatel can more easily recognize the customer touchpoint process and deliver customer centric experiences that are valued, and that can ultimately lead to decreased customer acquisition costs, reduced customer deflection, improved employee satisfaction and retention as well as greater efficiencies. All of which provide a competitive advantage that larger companies, no matter how much they attempt to cut prices or spend on innovation, can compete with.

Need Writing Help?

Get feedback on grammar, clarity, concision and logic instantly.

Check your paper »

Swot Analysis Of The Eat24 Restaurant Delivery Service Essay

- Eat24 Review Eat24 is a major restaurant delivery company that offers turnkey delivery services to its partners without any startup costs. The company markets the service to local customers, posts your menu online, takes orders, collects the payments and handles the administrative chores like insurance, vehicles maintenance and screening and hiring drivers. All you have to do is cook and package the food for delivery after receiving the verified order from Eat24. You pay a 12.5 percent commission, which is based on the order’s pretax total, in most cases....   [tags: Customer service, Restaurant, Menu, Customer]

Better Essays
1253 words (3.6 pages)

Essay on Swot Analysis Of Kelly Service 's Target Audience

- 1. Current Situation/Background Kelly Services is positioning itself to provide customers in Germany with temporary services in several functional areas to include call center operations, warehousing, distribution, light assembly, administrative functions and mail and reprographic services. 2. Overall Objectives To strengthen Kelly Services foot hold in international markets, Kelly is seeking to increase its business presence in Germany. 3. Target Audience - Germany Germany’s workforce is gearing up for a massive shift towards highly skilled technological industries, and Kelly Service aims to staff these industries with the highest tier of the German workforce....   [tags: Customer service, Customer, Germany, Business]

Better Essays
899 words (2.6 pages)

At & T Swot Analysis Essay example

- AT&T SWOT Analysis Internal Strengths and Weaknesses Employee motivation is one of the keys to success in any business, especially in a retail sales environment. It is particularly important to understand how employee motivation can be impacted by the strengths and weaknesses of AT&T’s retail sales consultant position (RSC). A series of interviews and surveys were conducted over a two-week period with employees of AT&T in the RSC position as well as retail management positions to determine how the employees really feel about this position as well as internal strengths and weaknesses that contribute to employee motivation....   [tags: Sales, Retailing, Customer service, Employment]

Better Essays
1121 words (3.2 pages)

Essay about Swot Analysis Of Footlocker 's Marketing Plan

- Footlocker’s marketing plan entails selecting the target market, integrating the best marketing tactic to reach as many customers as possible, and customer retention initiatives. Essentially, this customer-driven marketing blueprint is classified as the marketing concept, which does not rely heavily on promotions to procure sales. Instead, the company learns to pinpoint what the customer wants before he or she does, to accommodate existing and future needs. Moreover, within the past five years, a new store entitled House of Hoops has made its debut in the same mall as Footlocker, which has caused the veteran shoe store to experience a decline in sales....   [tags: Customer service, Sales, Customer]

Better Essays
977 words (2.8 pages)

Swot Analysis : Company 's Internal And External Environment Essay

- For years there has been a need for services and productions. Service has taken many names, styles, and forms. Production has also equipped itself with vast improvements. Manufacturers have produced goods to service the retailing life cycle for years. Ben Huang, owner of Leisure World, Inc. is struggling with a business that supplies goods and services to his customers. Leisure World is operating well; however, it 's not seeing a profitable increase. Now the company has been presented with an opportunity that could possibly add to their product line, increase return on investment, and create a more profitable business model....   [tags: Marketing, Customer service, Sales]

Better Essays
1748 words (5 pages)

Essay on Swot Analysis : The Frontline Employees

- The frontline employees play a crucial role in delivering process (Congram &Fridman, 1991), in obtaining and responding to customer feedback (Munro & Ogston, 2008), provide value-added service through successful interaction with customers (Edvardsson, et al.1997), receiver and provider of services (Schneider & Bowen, 1985).Qualified and satisfied employees as a main factor of internal marketing bring profitability for organization through delivering sufficient outcome to customers (Schneider & Bowen, 1985).IM help employee to understand organizational goals and its importance .Accordingly ,IM make value to employee then customer though meet the internal and external customer’s expectation b...   [tags: Marketing, Innovation, Research, Customer service]

Better Essays
756 words (2.2 pages)

Swot Analysis : New Stakeholder 's Strategy Weaknesses Essay

- 1. Strengths - Brand recognition - Social Responsibility - New stakeholder’s strategy Weaknesses - High Cost of strategy - Marketing Conflicts Opportunity - Future growth in hotel industry - New Markets Threats - Unstable industry - Competitors SWOT Analysis implications: The following describes a more detailed description for the SWOT analysis. The first acronym is S for strength. The first strength is brand recognition. The hotel has a competitive edge due to its brand loyalty and aftermarket sales....   [tags: Brand, Hotel, Hotel chains, Customer service]

Better Essays
827 words (2.4 pages)

Swot Analysis : Supply Chain Management Essay

- Supply chain management can be thought of based on the framework of a company 's information systems. For example, the video I reviewed this week is focused on UPS and how they manage information through their vast operations. From improving tracking ability, truck utilization to fundamental technology advancements to be utilized. The advantage of using cutting-edge processes lead to UPS 's ability to have a clear competitive advantage that is focused on efficiencies and customer satisfaction. The DIAD technology used to assist at the operational level for UPS provides a significant tool to which uses web-based technology for internal and external benefits....   [tags: Supply chain management, Customer service]

Better Essays
1024 words (2.9 pages)

Swot Analysis Of Autozone Operates Eight Distribution Centers Essay

- Did you know AutoZone is the nation 's leading retailer and a leading distributor of automotive replacement parts and accessories. Remarkably, as of February, they have 5,635 stores in the United States, Puerto Rico, Mexico, and Brazil (Whitfield, 2016). Currently, AutoZone operates eight distribution centers in the United States compared to around 28 facilities of one of its major competitors (Meek, 2016). Additionally, each store carries a comprehensive line of products for cars, sport utility vehicles, vans, and light trucks (AutoZone, 2016)....   [tags: Retailing, Sales, Customer service, Auto parts]

Better Essays
1056 words (3 pages)

Dell SWOT Essay

- Dell INC Executive summary Is the dell's direct model working. Last year, the company gave up the PC market share lead to Hewlett-Packard. Dell was the only top computer company to lose worldwide PC market share. This analysis identified Dell's problems and provided strategic moves for the PC maker firm. Company Background The company was founded in 1984 by Michael Dell, now the company is one of the world's largest suppliers of personal computers and related products. It designs, develops, manufactures, markets, and services personal computers, servers, printers and other products....   [tags: Dell Inc Swot Analysis Case Study Computers]

Better Essays
1718 words (4.9 pages)