1.1 Explain the concept of the “customer experience” The concept of the customer experience is based on the idea of meeting the needs and expectations of the customer. It is also based on what the customer had got from purchasing the products and services, how good that service was/is and would they come back. The concept of the customer experience refers to the all the experiences the customer has with Salons Direct and is based on all dealings and opinions about us. Customer experience is a fundamental part of customer relationship management and it is important to our business because customers who have a positive experience are more likely to become repeat customers and loyal customers of Salons Direct. 1.2 Explain different methods of segmenting and characterising customers The key to a successful business is to find out who our customer base is, what the customer wants, the age, gender, spending patterns etc.
Randolph Pillman Prof Rodolfo Santamaria TLMT312 I002 18 August 2016 Case 2: Woodmere Products I. Major Facts John a sales representative for a company Woodmere, is approached by Nans who works for Home Help with a business proposal. A little background on Home Help: Bowersox (2013) study found the following: Home help operates over 400 warehouse style stores in 38 states with average 80k square feet and offering 25,000 different products. Home help is an innovated company that uses new products that design and home decorate. The services offered also provide installation services and professional decorating services too.
The purpose of Chapter 3 is to provide information about Macy’s current strategies, finances, and operations. Also, this section will evaluate the performance of the company at a functional and corporate level through the analysis of financial data. It will review the Macy’s competitive strategies toward customers with the goal of being more proactive at the time of attracting them; and in this way, continue competing in the market. The analysis of these strategies constitutes an indispensable tool to explore and find a positive development for the Company in future years. Consequently, this chapter looks for a review of the mission and vision of the company with the aim of continuing being a top leader in the retail industry.
A Strategic Report provides shareholders of the company with information that will enable them to evaluate how the directors have performed their duty to promote the success of the company. A strategic report will always contain information that is material to its shareholders just like an annual report. A strategic reports main objective is to provide an understanding into the company’s business model and its main strategy and objectives. It also provides the users about the risks faced by the company and its impact in the future. The companies past performance is also analysed in the strategic report.
A 2010 article in the American Journal of Evaluation, financial reporting (together with human resource reports, turnover reports, and recruitment reports) was an integral part of how the board and senior management evaluated the operations of the nonprofits. They also found that these reports final evaluations, when incorporated into their annual reports, could be used to educate funders, elected officials, and other stakeholders about their accomplishments as well as serve as a marketing tool (Joanne G. Carman, 2009). Furthermore, usable reports based on a solid chart of accounts allow the Board to get a clear picture as to the organizations income portfolio. An income portfolio is the organization’s mix of income sources or streams which can be used by the nonprofit’s leadership under one or more of the evaluation methodologies available (Young, 2007, pp. 291-292).
The used of Unilever’s portfolio of categories, channels and geographies is to discover the growth and profitability throughout the period of time. Hence, Unilever Plc should make best investment decisions. Customer Relationships Successful customer relationships are vital to their business and continued growth. Maintaining strong relationships with customers is necessary for Unilever brands to be well presented to their consumers and available for purchase at all times. The strength of their customer relationships also affects their ability to obtain pricing and secure favourable trade terms.
“Loyal customers may be a reference for the potential customers.” (KOÇOĞLU, 2012) 17. “Improvement of customer loyalty increases the rate of staff’s loyalty” (KOÇOĞLU, 2012) Characteristics a successful CLRM strategy 1) Have a clear vision, goals and objectives translated in action plane with millstone checks. 2) Listen to voice of customers (VOC) and understand his needs and expectations and analyze it. 3) Understanding customer experience by using experience mapping to analyze every touch point. 4) Make customer segmentation to target distinguish valuable customers which help to make efforts more efficient & economic.
strengths and weaknesses and then an industry point of view by evaluating their threats and opportunities will help to better understand the company as a whole. Strategy for Apple By analyzing the TOWS of Apple, Inc., there are several strategies that top executives of the company should apply to keep its position in the market. These strategies are as follows: The Innovative Success that is Apple, Inc. 19 • Maintain loyal customers by focusing on customer service and improving the customer experience. Apple, Inc. can do this by investing in training its employees, building a better system for its users, and also promoting more efficient policies for its customers. • Maintain a high quality of product.
The marketing plan is a crucial outline of the what’s to be expected with the launch of a product. “The marketing plan is the strategy for implementing the components of marketing: creating, communicating, delivering, and exchanging value” (Tanner, & Raymond, 2013). Its in depth description helps team members know their role and responsibilities, informs stock holders and management of expectations for the product and allows for the company to seek possible investors and begin marketing to the consumers and potential supply chain. The more informative and outlines a market plan the better chances of success because it creates guidelines, goals and supports the functions of launching a new product. Each section and segment of the market plan are made up of different components that all have their own importance, research and strategic information that go into determining the successes of the product and its life span.
A good interviewer knows what the company wants and sights the potential in each person’s Interviewed and recommends the best candidate that will not just fit into the position but that will bring about turnaround of the income into the business. COACHING: coaching is the most effective way to help employees succeed in an establishment or a working environment is to provide regular, consistent coaching throughout the year. A progress review is a specific kind of coaching discussion, tied to the employee’s annual objectives and standards. It is an informal discussion in which the manager coaches the direct report to meet any unmet goals that are below target, and praises him or her for goals that are being met. Conducting progress reviews is a very important role for being an effective leader or coach.
Lastly it will show the direction of your business. The Vision Statement shows how CanGo will outline and chart their mid/long terms goals. It is a way to give a new company such as yours guidance when it comes to expanding your business. The Value statement informs your staff and consumers what the top priorities and core beliefs of CanGo are. You are able connect with a target consumer audience, and it is a constant reminder to your staff what the priorities and goals of CanGo
We believe our purpose statement will help motivate our employees and help to provide trust amongst our employees as the statement informs them that we are committed to their safety and wellbeing. Strategic changes must be implemented to ensure that the Human Resources Department does its part to ensure that the company’s goal of doubling sales in the next fiscal year is reached. In order to fulfill The Atha Corporation’s restructuring needs the human resources functional area goal is to: hire and train employees, reconfigure company policies, and distribute new job responsibilities. Implementing new human resource policies and practices will allow new and old employees to show understanding of the department 's vision, mission, values; and a strong commitment to our company (Guide, 1996). The consolidation and reorganization of the Human Resources department is sure to display The Atha Corporation’s greatest asset: human capital.