1. Introduction Background The author works in the fitness industry, and the issue to be explored is that of Customer service and whether increased levels of Customer Service will have a positive or negative impact on customer loyalty in Fitness. This will be a case study and the information will be based on Fitness, a gym in town with a client base of 4,000 members. Research Rationale Loyalty and retention of members is fundamental to the fitness industry. (Twomey, 2012, p. 107) mentioned that, “Customers will remain loyal to companies that reward them”, this may be the case but the objective is to see if customer loyalty is not only reward based, but if it also relies on customer service.
Explain the impact of customer service on the performance of the business Customer service is key to business performance. It helps business’s retain or grow existing customers and win new customers. It builds a business’s reputation and trustworthiness. It also enables a business to be more efficient by improving processes and reducing the number of problems created for customers. With the ability to quickly adapt and handle customer concerns, customer service represents an area small businesses excel in, according to the University of Maryland 's Robert H. Smith School of Business.
This gives McDonalds more time to focus on more important matters like its marketing campaign which is very important to any business. McDonalds has huge upper hand on competitors because they have partnerships with the best brands such as: Coca cola and many more. A huge strength for McDonalds would be their advertising section. They have a budget off $2 billion set aside every year this is more than most fast food restaurants chains
They become main choice for customer because their service that they used in entertain customer actually attract the customer to buy their product. They also able maintain their quality in making a burger although they use high technology in process a burger. Furthermore, it help their productivity more effectively and this is because they use a concept just in time in their management. Just in time actually has help a lot McDonald to sustainable in fast food industry. It encourage McDonald to increase their achieving to gain profitable in making fast food.
We also strive to gain mutually benefits to increase value for our shareholders, suppliers and partners; and build a better community where we operate and work in together. In competitive business environment nowadays, it’s hard to be the world’s leading company in fast food industry for such any businesses. McDonald’s has created different strategies that suit the competitive market to overcome obstacles to gain market shares and keep moving forward in the market. Being the world’s leader, McDonald’s has built its success based on 4 important criteria: quality, service, value and
If a customer is not satisfied, he or she will be doing business with you. Achieving quality and providing excellent service would be important if your moral objective is to satisfy the customers. According to Richard (1993), customer satisfaction is the customer’s perception that his or her expectation have been met or surpassed. You buy something and you expect it to work properly. If it does, you are satisfied.
McDonald’s seemed to master marketing in a global arena. When working for a big brand, there are many processes and procedures that must be followed to be able to communicate with the market. Inaccurate planning could lead to ultimate failure, therefore the company ensures that their planning strategy is basically perfect. While the marketing discipline of McDonald’s is international, the practices vary from one country to another, and stores in particular countries has differences in preferences of customers, distribution channels, competitors, media and more. Therefore, what has proven successful in one country may not be in another.
They also need to adjust to the new generation because their decline is from soups being replaced by other snacks. What Morison says he wanted to transform in the article perfectly describes the weakness of the company saying, “transforming the traditional stagnant culture of a corporate dinosaur into one that embraces creativity and flexibility”. They need to change their
Loyal customers often increases business by encouraging product sell through recommending the brand to friends and also avoiding substitute products available in the market. They are dedicated and buy products or services more often from the same brand this increases brand value while reduces overall marketing expense. Thus focusing on increasing loyal customer base automatically assists in business enhancement, growth and profitability in an economic way. 4.2.3 Significance of Customer Loyalty for
Customer service is vital for establishing and maintaining a loyal customer base. An excellent customer service culture is an essential part of a successful business or organisation. Quality products and competitive prices will take the back seat if your employees do not meet the expectations of your customers. Retaining customers will become a headache with rude and inexperienced customer service staff, ultimately leading to a drop in sales. Existing customers will take their business elsewhere, why patronise an organisation that has no regards for its customers?