Information needs to be readily available to both customers/colleagues and service partners in order to maintain high standards of customer service and build customer confidence. Delays in providing information could result in customers losing interest or damage our reputation causing customers to take their business elsewhere. 4.4 Evaluate the organisational procedures and systems for delivering customer service The organisation has set procedures and systems in place to support all our processes and help maintain expected service standards and service levels. All our procedures are detailed on the company intranet and our regularly reviewed and updated by our service improvement team. You can find step by step instructions for all process to help guide advisors and develop their confidence.
It is so important because to most people experiences in an organization influences how they evaluate their own individual achievements and self-worth. However, the question is how people relate to developing competencies in communication of excellence in an organization (Watson, 2013). Organizational experiences of an individual results from the preferences, beliefs, abilities, and attitudes the employee brings t the organization, what types of relationships in organizations the individual develops, and how the organization plans to influence a person. Each individual brings to the organization their personal needs, communication competencies, predispositions for behaviour, skills and expectations (Ott, 2005). Individuals also create relationships with theirs, supervisors, customers, vendors and employees that become primary sources of information about all organizational aspects (Milkman,
1. Explain to Mrs. Wen what CRM is and how CRM is different from traditional marketing. Customer Relationship Management (CRM) is a term that refers to practices, technologies, and strategies that organizations use to oversee and analyze customer interaction and information. This is done through use of the consumers’ lifecycles, with the objectives of enhancing business relationships with customers, helping with customer retention, and increasing profitability. It is basically a system created by the company to interact with its customers effectively and efficiently.
The aspects of total quality management reflect that members of the organisation participate in the improvement in processes, products, services, and culture to work and perform their responsibilities. The organisation under consideration is required to consider the consumers while involving the employees in consistent improvement. For this purpose, it uses the data, strategy, and communication methods for integrating the quality into the culture of organisation along with its activities (Brumfitt, 2001). The consumers determine the level of quality regardless of the training to employees, purchasing new tools for measuring, and integrating the quality within the design process. The complete involvement of its employees can be obtained when empowerment has occurred along with the providence of effective environment by the management.
In most of customer centricity com-panies, product quality is defined as the characteristics of a product or service that bear on its ability in order to satisfy customer demands (The American Society for Quality). In today’s business world, many firms have considered ‘return on quality’ approach, in which quality is seen as an investment and increasing quality efforts will be held accountable for bottom-line results. (Ko-tler & Amstrong 2012). Propentus should keep customers satisfied with its products and/or services in order to retain the relationships and earn their loyalty with the business. Retention efforts should be focused on high lifetime value customers.
Compared to many discount retail establishments, where assigned clerk might answer customers’ questions, most Costco employees are motivated and interested to helping the customers. Officials are convinced that this is an extension of the company’s friendly relations with its employees (Neal, Gabler,
All this will then in turn contribute to the retention and loyalty of customers. Factors that Influence Customer Loyalty Excellent customer service and complete satisfaction with the product or service are major factors that are relied on and influence customer loyalty. (Leland & Bailey, 2006, p. 9) stated, “Customers want a competitive price, good value, convenience and customer service and they want it yesterday” This suggests that customer loyalty relies upon customer service and matching what the customer wants and what they get in terms of satisfaction. There are many factors that can influence this such as, • Handling of customer complaints and compliments • Addressing
Sales representatives are the employees who have the most frequent face to face contact with customers. if properly trained concerning what to look for, what to ask, and how to respond, sales personnel can bring back invaluable information from every sales call. In addition to providing sales personnel with the necessary training, organisations should provide them with appropriate incentives for collecting customer input. Otherwise, they may fall into the trap of simply agreeing with the customer about complaints received, thereby undermining the customer relationship even
First of all customer means A person who buys goods or services from a shop or business, loyalty means the state or quality of being loyal, faithfulness to commitments or obligations. So Customer loyalty is the key objective of customer relationship management and describes the loyalty, which is established between a customer and companies, persons, products or brands. “Customer loyalty is an essential aspect in any organization whether it is offering a good or providing a service. “Many organizations are looking for various ways to increase their customer loyalty as it has a positive effect on the profitability of the organization.” (Gremler 1996: 171, Abdullah et al. 2000: 826).The individual market segments should be targeted in terms of developing customer loyalty.
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.