BSBCUS501C: Manage Quality Customer Service Assessment 2: Why is it necessary to clearly identify, before designing product and service offerings, customer needs, and what are some of the less obvious service aspects that might inform purchasing decisions? Customers are fully aware that if a company is not able to provide them with a service or offering to meet their needs, one of the competitors will be able to. With this in mind, it is essential for business’ to research and communicate with their customers to gain the relevant feedback required prior to development. Development should reflect research findings and should meet customer and market needs. Internal and external customers provide business with information about how their products are used, new opportunities for their business, trouble-shoot issues with their product, and organise workloads.
Understanding customer needs will help you define new market opportunities and drive innovation and revenue growth in every aspect of your organization. Some of the service less obvious aspects that might inform purchasing decisions are the customer service that the organizination/company offer,
E&Y reasoned this as it creates an exception to the general rule of reserving for expected future product returns at the gross sales price and deferring the recognition of an equal amount of revenue. This justification is invalid. The company’s customers are not “ultimate customers,” but are wholesalers that sold their product to retailers. In addition, Medicis’s returns were not returns of products in exchange for products of “the same kind, quality, and price,” but of unsalable product for
To be effective the rewards must be desired by the target group e.g. financial inducements. * Legitimate power – generally known as authority and implies the power to act as well as the power over resources and is invariably limited in some way. * Expert power – which comes from possessing specialist knowledge and skills and is dependent on the expertise being recognised by those concerned, thus credibility is vital otherwise no one will take any notice. * Referent power – generally known as personal power or charisma and comes from the high regard the individual is held by others should this falter or wane then this form of power vanishes, but is often employed in conjunction with other sources.
You would have to rely on the patient giving you the information for it not is socially desirable or have demand characteristics. On the other hand, it is better than individual differences as people may have the same thought patterns and processes. You can only obtain this information by self reports, which would probably give both of those issues; social desirability and demand characteristics. These would affect your results and therefore they would not be reliable or valid. If you were using the cognitive approach you would only get qualitative data which could be a problem as not everyone interprets the same answer in the same way.
Using what you've learned from the interview and your research, analyze the customer service environment at this company. How can customer service be improved? What are your recommendations to this company based on what you've learned? One of the major characteristics of a retailing business is direct contact with the ultimate consumers. There are so many factors that make retailing business a success.
Information extracted from these sources has been included in the Greggs marketing mix. For example secondary sources such as public sources (government statistics, banks etc.) contributed in the process of where a Gregg’s branch location would be suited to for reasons such as the target audience, population, demand of product and lack of competition. Another example would be marketing research gathered through a secondary research source known as competition. This is a very useful source of information as you are researching a business much alike yours as you are competing with it.
It can also help us to win over new customers or even create customer loyalty from current customers. We currently have sufficient marketing strategies to increase loyalty and profitability of consumers. However, the organization can create more strategies to have long lasting success. According to "How to Develop Marketing Strategy" (2013), “A carefully planned marketing strategy provides continuous benefits to a company”
Task 2 – (This question provides evidence for grading criteria P2 & M1) Evaluate the benefits and importance of customer loyalty. Identify and apply the importance of relationship marketing. Ans: - Customer loyalty can be defined as the strength of the relationship between an individual's relative attitude and repeat patronage with a supplier. It is a self-reinforcing system in which the company delivers superior value consistently to find and keep high-quality customers, (and, where applicable, employees). The economic benefits of high customer loyalty are measurable.
-The place- Access to target market, channel structure, channel management, retailer image, logistics. -The price- costs, profitability, value for money, competitiveness, incentives. Once the 4Ps have been looked at when creating a product the way the company then promotes that product will vary between at-least 6 ingredients. The promotional mix – is how a business attempts to communicate with various target audiences and is key element in the overall marketing mix. It consists of main elements which are; Advertising- advertising is a paid form of non-personal presentation and promotion of ideas, goods or services by an identified sponsor’ advertising is the method used by a wide variety of organisations to -communicate a message to a selected audience - persuade people to buy a product or service - highlight specific features or qualities inherent within the product or service .