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.
Finding gratification and meaning to their work is important to Millennials so that they can excel and be productive in the workplace that is supportive of their work. To decrease turnover it is important that organizations provide employees with feedback, mentoring from senior employees and clarify guidelines and expectations of management. Providing Millennial with face-to-face performance reviews as opposed to formal reports
Stewart’s penchant for inviting feedback from her employees highlights her understanding and utilization of the Performance Improvement Cycle (Kreitner & Kinicki, 2013). An organization’s culture often dictates if employees have a voice in matters pertaining to their jobs. Employees who have a voice feel empowered. Perceived powerlessness reduces effort and creativity and increases job dissatisfaction. Working in an environment where employees do not fear being fired for making a mistake, but know that they have the space and the resources to learn from those mistakes to improve themselves is a recipe for a committed and productive workforce (Wilson, 2008).
Human Relation Management in Tesla Human relation management is a belief that individuals desire to be part of a supportive team that encourages growth and development (Business.com). Human relation management focuses on employee 's feelings, career enrichment, induction procedures, encouragement of teams, stability and motivation. The benefits of human relations management theory are rises in employee productivity, employee consideration, employee recognition, relationship building between employees and managers. Disadvantages are unpredictable workplace conduct, strategies based on behavior in the workplace and one method works for everyone. "Tesla is consciously creating a benefits structure that is different from what other companies
Motivation is the force that pushes us to do things: It is a result of everyone needs being satisfied so that employees have the inspiration and ability to complete the respective task given. So will employees be motivated and perform to their capability by giving them good welfares, benefits and money? Money makes the world go round, it can be considered as an engine to push human’s limits but peers motivation and intrinsic desire to a good job are the real motivators in today’s workplace. Intrinsic and extrinsic motivation There are two types of motivation, intrinsic or extrinsic. Intrinsic motivation being employees are interested on the work because it is personally interesting, rewarding, challenging.
It is important that a team leader is more of a mentor to their team members rather than just being a strict manager. Team leaders should understand their team members well. Today employees are to share a healthy comfortable level of relationship with their supervisors and managers. A team leader has the responsibility to encourage their team to provide the best and immediately intervene in cases of conflict. All team members should be able to trust the team leader, look up to them and take their team lead advice confidentially whenever required.
Such a person is supportive and understands the real strong professional traits of each of his or her subordinate,They listen to what staff have to say, not only listens, but actually cares about implementing good ideas, They encourage personal interaction, and cares not just about the work completed but also about the team in general. “Bad” bosses may be highly competent in the latest theories regarding their field of work, but it is the skill to manage personnel, to inspire rather than to enforce, which makes yet another difference between the good and the bad boss. Even though it is important for a manager to care about the tasks his or her team must accomplish, a good manager will always consider the capabilities and skills of his or her team first. Instead of blatantly demanding results without regarding how people in the team feel. This does not mean that a good boss is one who is nice and tender to his or her subordinates, and a bad boss is one who demands too much from them.
Employees with current skills and expertise are generally more potential for the growth of business. To satisfy the actual demands of diverse customers within a freshly opened up store on completely new area demands apparent perception of the consumer user profile for the reason that spot to pick the actual share. The training practice facilitates staff to use their occupations efficiently according to correct information, skill, comprehending and sources. Workers distinguish spaces among their information and ability prior to starting training and advancement practice. Q.3 Analyze Tesco’s method of developing its employees.
Adequate motivation keeps employees cheerful, productive, and loyal. The design of this workshop targets busy managers and assists them in nurturing their human capital with common motivational theories. Constantly innovating your services and approaches, and tuning them to the market fluctuations can set your business apart and ahead of your competition. This course will equip you with the necessary knowledge and skills to create breakthroughs using service innovation. A reliable manager must possess leadership skills in addition to managerial skills.