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.
This innovation supports new functionality that improves quality of customer interaction and satisfaction. • Empowers business processes with direct control related to customer service •Make available a platform for further business innovation and service improvements offered to customers4 Impact of the Innovation A Customer Information System (CIS) is critical to ensure customer satisfaction and meet complex billing requirements. A CIS manages account, consumption and billing data, and delivers a distinct solution for tracing all interactions with your customers. Customer Information Systems of today are far more complex and intuitive than 4 www8.hp.com/h20195/V2/getpdf.aspx/4AA3-1817ENW.pdf?ver=0 8 | P a g e earlier traditional utility billing systems. Having a recently updated Customer Information System (CIS) allows company to build the kind of customer relationships needed to maintain and thrive in today’s ever competitive marketplace.
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.
2000: 826).The individual market segments should be targeted in terms of developing customer loyalty. Customer loyalty is one of the most important and critical factors for a company's success. Customer loyalty happens when customers have a great experience, and it leads to many benefits: loyal customers return for future business, refer friends and family to a business, and spread positive comments about a company through word-of-mouth advertising. With social media and the ease of rating companies. There are several factors that can influence customer loyalty.
Proper etiquette sets the tone for all stakeholders that the business has a productive and successful environment. Attention to etiquette is a sign of professionalism and respect for others, and it will create positive first impression and will protect the reputation of the company. Reputation consists of the perception that stakeholders develop through their accumulated experience of our business through direct contact and indirect contact. A good reputation amongst employees ensures better levels of morale and an increased ability to retain and recruit staff. The following communication etiquettes will be observed by all ADMA-OPCO employees: • Communicate with dignity and respect.
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
Customers provide revenue for the company thus making them have a stake on the company products and services they provide. According to Berens (2012), the stakeholder theory suggests that the company must consider the customer needs. Loyal customers provide a crucial and relevant insight of what a company or firms needs to do in order to satisfy the customer needs. It's through loyal customers that enable companies to retain and sustain competitive advantage. Thus very crucial to establish a relationship with the customers so as they can contribute their views and suggestions.
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.
Reference 5: The journal tells that, the Cause Related Marketing is a main factor in building loyalty among the customers and increasing the reputation. It also states that the Corporate Social Responsibility requires investment and it yields much better outcomes that can be
Our success is measured in the confidence we gain, the improved team morale they foster, the conversations we no longer struggle to initiate and the conflicts they are able to resolve. The interpersonal soft skills employees are learning—and the insights they are gaining—form the foundation upon which they will coach and mentor employees to higher performance; and make informed business decisions; and lead our company through future industry challenges and market forces. (8 Critical Competencies Necessary for Frontline Leaders in the Wholesale Distribution Industry, n.d.)All of the leadership competencies in action have the potential to benefit the business and the bottom line. Competency-based learning is the basis for a leadership development program to change current knowledge, skills and attitude of our staff in preparing internal changes that directly influence joining up new business and continuous technical improvement. To fill the soft skills gap, management provide leadership training to potential employees to make incremental improvement for the benefit of the