A more customer oriented business

A more customer oriented business

Length: 688 words (2 double-spaced pages)

Rating: Excellent

Open Document

Essay Preview

More ↓
Silk & Soft Srl is a family-owned company whose field of activity is the catalog retail sales of silk textures including a home delivery service. Since it was found, in 2002, the company succeeded to form a network of devoted customers by constantly sending its product catalogues directly through mail and also offering highly qualitative materials imported mainly from Asian countries (China, India, Malaysia etc.).
During the first year, the business has proved to be quite profitable because of the limited number of employees and the low level of competition on the silk textures market in Romania. Starting with the year 2003, it was noticed that the sales began to decline due mainly to the entrance on the market of powerful retail chains, better said, hypermarkets that were selling silk textures as well at a lower price. In the situation of the stores, the customer had the chance to see the product and buy it at once.
Taking into account the above presented evolution of the market, our company decided to switch from its traditional marketing strategy to a more customer driven process. Due to this, the Marketing Coordinator thought at that moment a more customer-oriented activity was needed. Such an activity could be achieved through increasing the number of employees and their involvement in providing a superior service to the customers.
Employee knowledge and involvement were considered an important component of our marketing strategy and included the following actions to be taken:
•     Take more care of customers. Sending catalogues by mail proved not being enough to develop our business. Thus, now the employees have to constantly talk to our customers and visit them. All salaried employees at our firm, including top management, are required to take a minimum of 50 phone orders each year. They have the duty to make customers feel important and appreciated by using their name and finding ways to compliment them, and taking into consideration that it is important to be sincere. All employees have also to think about ways to generate good feelings knowing that the customers are very sensitive and know whether or not you really care about them. They also have to thank the customers every time they get a chance.
•     Keep the loyal customers. The employees have to develop "loyalty" programs where customers are rewarded for their fidelity. Such a program can include price discounts or gifts consisting in free silk textures on special occasions, such as birthdays, season holidays, weddings etc.

How to Cite this Page

MLA Citation:
"A more customer oriented business." 123HelpMe.com. 21 Aug 2019

Need Writing Help?

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

Check your paper »

The Business Of Customer Service Essay

- In the business of customer service people find themselves to be facing multiple different types of people and situations. One must learn to decide what is appropriate to say according to who they are speaking to. Breaking bad news to a customer about a tool on back order is most difficult but when trained in the proper ways to handle situations much like this, you find that your word choice is most important. In a professional atmosphere tone, pitch, and volume have a strong hold on the heart and soul of a company....   [tags: Customer service, Customer, Sales]

Research Papers
1092 words (3.1 pages)

Essay about Customer Orientation And Customer Diversity

- As the economy grows sustainably, Customer market continues to expand, which causing more and more people will pay close attention to customer needs and consumption. Standing direction of the enterprise and producers, the overriding goal is to pursue the highest profits in consideration of elements such as Capital, technology and customer awareness. Since the the customer is the most important consumer about the product, as well as the resources of customer remain one of the leading factors that are considered when companies make decisions in the market to get high market profits....   [tags: Marketing, Customer, Customer service]

Research Papers
1120 words (3.2 pages)

Customer Satisfaction, Customer Retention And Customer Loyalty Essay

- In this section, theoretical background regarding the current issue will be given. In this case will be explained the customer metrics: customer satisfaction, customer retention and customer loyalty. All these metrics are very important terms of sales and profitability of the company. (J.Best, Market Based Managment, 2014) CUSTOMER SATISFACTION Customer satisfaction is a key customer performance metric for any customer-focused organization. The percentage of customers who are “very satisfied,” as opposed to simply “satisfied,” and the percentages who are dissatisfied have a significant impact on profits....   [tags: Marketing, Consumer behaviour, Customer service]

Research Papers
998 words (2.9 pages)

Customer Service And Food Service Essay

- The objective of our company is to become as flexible as possible on all ends to meet the ever changing appetites, and tastes of our wide variety of customers, and to keep up to date and modern, while still holding true to our standard of high quality of food and customer service. Flexibility is an important component of the objective because in the world of business a company’s position is never stagnant, but in constant motion. Hence, a company only has two options: progression or regression, and in order to stay successful and continue to satisfy our customers we must constantly progress within every faucet of our company....   [tags: Customer service, Customer, McDonald's]

Research Papers
1313 words (3.8 pages)

Essay about Customer Service At A New Era

- With the introduction of the internet the very face of business was changed forever, for example the way customers interacted with companies and customer service entered a new era. With this new playing field many of the hindrances that smaller businesses faced in a brick and mortar store were eliminated, since any company with the right website can appear to be just as reliable as a downtown well know department store. For example: When Zappos.com started there were no large retailers of shoes on the web, and now they are just as respected if not more, than any major chain of shoes stores....   [tags: Customer, Customer service, Sales, Good]

Research Papers
895 words (2.6 pages)

Customer Relationship Management ( Crm ) Essay example

- In today 's business environment, it is very important to understand the consumer 's behaviour as it shapes the market trends. They are well aware, more educated, and more serious in demanding for product and services that they require and they are well aware of the technology and comparing the products. It is imperative for the organisation to understand and share their internal customer knowledge and then combine it with new information about their customers in order to compete in the market and to achieve the future success....   [tags: Customer relationship management, Marketing]

Research Papers
1186 words (3.4 pages)

Customer Service And Resource Utilization At Cyclone Essay example

- A) Describe the balance between customer service and resource utilization at cyclone. What are the operating objectives of the business. What are the key success factors. The cyclone furniture organization is being well started company .it is snobbish furniture retail show room situated in a huge city in New Zealand. The advantages of this company: Their production plant lay out is situated near by the retail show room, It’s reduces the transportation cost also. This business is fully based on customer service oriented....   [tags: Retailing, Sales, Customer, Customer service]

Research Papers
1841 words (5.3 pages)

Customer Relationship Management ( Crm ) Essay

- Introduction Customer relationship management (CRM) is strategies to accomplish customers as it emphases on understanding customers as a single person instead of counting as part of a mass group. CRM maintains the relationships between a company and its clients. The terms CRM and knowledge management are focused on improving and incessantly distributing decent services to customers. For understanding more about customer relationship management (CRM), firstly we need to understand three components; these are customer, relationship and their management....   [tags: Customer relationship management, Marketing, Bank]

Research Papers
848 words (2.4 pages)

Innovative Floral Design And Attentive Customer Service Essay

- Introduction: Pushing up Daisy’s is a family owned Floral Shop that takes pride in its signature funeral and wedding arrangements. In business since 1983, our culture remains the same, a small family like atmosphere where each employee is able to own partnership in the business. Each employee whether it be management or working staff obtain the core values through hard work and knowledgeable friendly service. Innovative floral design and attentive customer service is among our priorities. SMART Objectives: Specific: It is our goal to improve upon our relationship management specifically customer service....   [tags: Customer service, Customer, Sales]

Research Papers
1113 words (3.2 pages)

How Marketing Concept Strategy Significantly And Positively Influences Customer Satisfaction

- This chapter provides a summary of the study findings, conclusion and the recommendations made. The chapter also outlines the limitations of the study and concludes by suggesting areas for further research. 5.2 Summary of the Findings From the study findings it was clear that marketing concept strategy significantly and positively influences customer satisfaction. The two dimensions studied however influences customer satisfaction on differing levels. Customer orientation is the most influential component with a high positive correlation....   [tags: Marketing, Customer, Customer service, Manifold]

Research Papers
874 words (2.5 pages)

Related Searches

, ways that our competitors can't easily copy
•     Check out the competitors. Employees have to visit weekly the stores and check the prices and the quality of the similar products, even buying some samples to be studied later on. A group discussion is held periodically where everyone talks about their opinions regarding the competitors’ strategies and grades them on product quality and customer service.
•     Get and share regular customer feedback. There are several ways to find out what customers think and feel about our services: listen carefully to what they say; check back regularly to see how things are going; and provide a method that invites constructive criticism, comments and suggestions. Moreover, every month, each staff member receives a list of the top ten customer comments – both good and bad. This way, employees can see the whole picture and recognize areas where they have excelled and where they need improvement. Suggestions about how you could improve are encouraged and welcomed.

Three months later, after this program was implemented an obvious increase in the number of customers and sales volume was observed. Also, a number of old lost customers returned demonstrating that no matter what you are selling you have to pay great attention to the needs of customers. Once you have attracted them, you have to do everything to keep them and to ensure their satisfaction as customer satisfaction is a critical condition for building long-lasting relationships. We conclude that the fundamental premise of the marketing concept is to focus all organizational efforts on providing superior customer service in order to retain existing customers and attract new ones. This represents the essence of our customer driven business strategy.
Return to 123HelpMe.com