ipl-logo

Customer Service Encounter Case Study

1811 Words8 Pages

Customer Service Encounter
Last Christmas, I was shopping for a gift at Burberry at Marina Bay Sands. Upon entering the shop, eye contact was made with a well-dressed staff, Jason, and I was immediately greeted with a smile. He gave me space to browse around the shop before asking me for my budget and needs. I described the characteristics of my friend, thereafter, he professionally and enthusiastically suggested me a scarf. As my friend was fashionable, it suited him perfectly.

After deciding to purchase the scarf, he said “Sir, would you like to take a seat while I take new stock out for you?” and offered me a glass of water. While checking the stock he took for me, he took an extra step to tell me about the company’s return policies and …show more content…

With the recommendations they obtained, the design of their offerings is suited to the likings of most loyal customers.

Relationship Marketing
Relationship marketing is important for Burberry as it offers luxury goods as its core. Burberry builds bonds with their current and potential customers by providing satisfactory customer experience. Burberry has a database with customer’s information that they could use to enhance the relationship.
Exceptional Customer Service System
Burberry has solved my problem of finding a gift for Christmas by recommending me the scarf. With the product knowledge that Jason had, he understood my needs well to recommend it. Jason was willing to go the extra mile to put the gift into a box and wrap it with a ribbon to save me the time and hassle. Jason also respected me by acknowledging me the moment I stepped into the store. The store was clean, organised, and spacious for me to walk and browse the product selection comfortably.

However, as a student, I felt that the prices were relatively high. This however, could be different to someone who can afford it. All in all, I had a good experience shopping in Burberry due to the exceptional service that was

Show More
Related

  • Rhetorical Analysis: American Apparel

    742 Words  | 3 Pages

    They company has already established itself strongly as an American company, through building credibility and supporting national identity. It is clearly the apparel brand of all of America, and therefore must be a trustworthy source to listen to and buy from. Additionally, its “vertical integration” page furthers the idea that this a trustworthy company that should be bought from. The company prides itself on the combination of factors of production such as manufacturing, design, marketing, accounting, retail and distribution. This page states that this strategy is “not only smart for our company, but for our community, our local and regional economy, our environment, and, in turn, our customers”.

    Read More

  • Analysis Of Is It Worth It By Scholastic Scope

    303 Words  | 2 Pages

    A person bought payed more to get a product with a brand name. Even though it was more expensive, it was worth it. “Is It Worth It”, by Scholastic Scope, examines the controversy of whether it is worth to pay more for brand names. Designer brands are worth purchasing because it makes a person feel where he or she belongs. First of all, wearing brand name labels makes a person feel like he or she belongs.

    Read More

  • Btec Business Level 3 Unit 5 P4

    1809 Words  | 8 Pages

    Because of this, B2B marketers need to focus on building a relationship with its business prospects and taking into account the buyer's specific

    Read More

  • Analysis Of 'What The Dog Saw'

    1177 Words  | 5 Pages

    Indeed people prefer to buy branded products from non-branded products, also whit an increased price. Gladwell in the chapter 4th of his book explain the example of L’Oreal, an expensive but fashionable product. It give to the company a big profit. indeed Ilon Specht in one of his most famous thoughts says: “ I use the most expensive hair color in the world, but I don’t mind spending more for L’Oreal, because I’m worth it”(Gladwell pag. 98). This sentence was used to underline the importance and the quality of that particular brand.

    Read More

  • Nordstrom Target Market

    1045 Words  | 5 Pages

    For any department store, let alone one of such high quality, it is important to create a product that creates attention and interest. Nordstrom applied this concept when launching Treasure & Bond. They created a product that “offers cool, causal collection of reworked favourites- from perfect-fitting jeans and soft tees to leather jackets & more” (Nordstrom). Pairing a product that is appealing to the target customer, with a charity empowering young girls and women, it makes the product more interesting and may entice consumers to make a

    Read More

  • Marketing Strategy: Trader Joe's Business Strategy

    1120 Words  | 5 Pages

    Their unique shopping experience stems from their smaller store locations with the chevron pattern. They don’t have a large array of products, but they provide high quality goods under their brand name that continues to attract customers.

    Read More

  • Louis Vuitton Case Study

    1069 Words  | 5 Pages

    As mentioned earlier, the products of Louis Vuitton are fashion based that range from leather goods to ready to wear, from luxury trunks to shoes, jewellery, watches, sunglasses, books and accessories. Louis Vuitton is pioneer in the global based fashion houses and the the products are offered through lease departments in high end department stores, e-commerce website and standalone boutiques. Louis Vuitton is found to be the significant luxurious fashion based brand while being a standout among numerous world 's profitable brands due to the fact that the profit margin approaches to 40 percent at most. From six back to back years i.e. from 2006-2012, It has been named as the most valuable luxury brand globally.

    Read More

  • Consumer Behavior: Attitudinal Loyalty And Satisfaction

    811 Words  | 4 Pages

    Brand loyalty is a focal point of interest for marketing researchers. From past research stated that loyal customers spend more than non-loyal customers in purchasing. Much of the research over the past three decades looks into consumer loyalty from two perspectives which are behavioral loyalty and attitudinal loyalty (Bandyopadhyay & Martell, 2007; Dick & Basu, 1994). Behavioral loyalty means the frequency of repeating the purchases. Which attitudinal loyalty refers to the psychological commitment that a consumer makes in the purchase, example like intentions to purchase and intentions to recommends.

    Read More

  • Burberry Brand Positioning Strategy

    788 Words  | 4 Pages

    Burberry is a global luxury brand that has a unique democratic positioning within the luxury arena. This internationally recognized brand positioned itself with its luxury and functionality in the minds of consumers. Its positioning method has been consistent throughout the life of the Burberry brand and is a primary driver in propelling Burberry into its current market position (“Burberrys Market Position And Its Competitors Marketing Essay,” 2015). Burberry provides a great depth and wide range of product line. Burberry has widened its scope with variety of products.

    Read More

  • Louis Vuitton Target Market Analysis

    999 Words  | 4 Pages

    The company’s logo and monogram being seen on their products is something which is easily recognized by every customer. It is not only well known but has a rich history. Louis Vuitton is known globally and has a strong image in Singapore, China, Hong Kong and Japan which are leading financial hubs and individuals with high net worth. Largest luxury brand with exclusivity Traditional craftsmanship is not compromised by Louis Vuitton as these products are made to fine details and of exquisite material, discount and promotion does not happen and defective products are disposed immediately as written in their policy. Louis Vuitton products are highly priced due to superior quality, degree of scarcity and exclusivity.

    Read More

  • Moccona Coffee Case Study

    1044 Words  | 5 Pages

    In marketing, customer relation is very important, since customers play the main role in achieving ones

    Read More

  • Johnny Cupcakes Marketing Strategy

    1753 Words  | 8 Pages

    Johnny Cupcakes, Inc. also known as Johnny Cupcakes, is an independent clothing and accessories brand founded by Johnny Earle in 2001. Johnny Cupcakes is a mid-size apparel retailer, which selling T-shirts, shorts, sweaters, jewelry, undergarments, pins, hats and accessories. The brand tends to use cupcakes as the outstanding design motif to replace iconic symbol with a cupcake symbol on its clothing. The brand’s logo is skull and crossbones, with a cupcake replacing the skull. Johnny Earle started his idea of cupcakes-theme shirts while ordering a few screen-printed shirts for the hardcore metal band (On Broken Wings)

    Read More

  • Fendi Competitive Advantage

    1100 Words  | 5 Pages

    Customers do not want to switch to purchase different brands, as such they hold some bargaining power to drive the demand. In the luxury industry, it is possible that existing companies or new designers could enter internationally. However, the brand positioning serve as a serious barrier to create awareness due to customer loyalty and acceptability of the brand. In this case, threat of new entrants is relatively low.

    Read More

  • Definition Essay On Luxury

    1004 Words  | 5 Pages

    Companies to cater to customers in the most effective manner were forming various strategies. To attract new and engage the old customers, development of mobile applications, websites, and campaigns on social networking sites are some initiatives companies are adopting. The global luxury goods market is categorized by large number of mergers and attainments, thus making it favorably consolidated in the near future. The global luxury goods market is expected to grow moderately over the

    Read More

  • Interpersonal Communication Case Study

    713 Words  | 3 Pages

    1. Create a 2 -3 page reflective development paper answering the following questions: A. In what way(s) is communicating with someone from another generation different from communicating with a member from your own generation? In workplace everybody comes together in efforts toward some organizational goals, they bring their individual cultural, moral beliefs and ethical principle. Workplace is becoming more and more diverse generationally, it is important to understand how generational gap impact communication.

    Read More

More about Customer Service Encounter Case Study

Open Document