Customer service: the key to customer satisfaction, customer loyalty, and market share. Journal of Business Logistics, 15(1). Shemwell, D. J., Yavas, U., & Bilgin, Z. (1998). Customer-service provider relationships: an empirical test of a model of service quality, satisfaction and relationship-oriented outcomes.
This will ensure that goals are met and high quality service is provided to external customers. 2.1 Describe the products and services offered by own organisation to internal customers Internal customer service is service provided to internal departments in our organisation or to employees in our organisation but a different department or to our service providers or suppliers who work with us to complete certain tasks and achieve certain goals within the organisation. By helping our colleagues and other departments, we are helping the company / organisation succeed. It also helps you develop your personality. Our organisation deals with all the areas of work or service in the (____________) and the (______________) that I work for is (______________).
Demographics and Psychographic, both help explain the customer in general, and what he or she is looking for in the business. The importance of completive intelligence was explained. Knowing what the competitor is offering and how to find this information out is important to any
(target market), How can these customers be served best? (value proposition) -Selecting the Customers to Serve First of all, company must decide which customers it will serve. This is done by dividing the market into segments of customers (market segmentation) and selecting the segments it will enter (target marketing). - Choosing a Value Proposition After selecting the customers to serve, the company must decide how it will serve to its target market- how to differentiate and position in the marketplace. Value proposition can be defined as the company’s set of benefits and values it offers to customers.
Marketing also can be defined as an organizational function and a set of processes for creating, communicating, and delivering value to customers and for managing customer relationships in ways that benefit the organization and its stakeholders (Kolton & Keller, 2009). According to Business Dictionary (2010), marketing is “the management process through which goods and services move from concept to the customer. As a practice, it consists in coordination of four elements called 4P's: (1) identification, selection, and development of a product, (2) determination of its price, (3) selection of a distribution channel to reach the customer's place, and (4) development and implementation of a promotional strategy” (Marketing, para. 1). The need for marketing was created by the need to exchange items with others in
Unit 4 Assignment 1 Leon Taylor P1 - For this section I have chosen to use B&M Bargains as my selected business to talk about and display the forms of information that they use. Within B&M there are many formats of communication and types of information used in order to make sure that the business runs successfully. These types of communication are very important in maintaining the companies good image and replicating professionalism and quality with there partners and customers. Firstly within B&M one of the main types of communication that is used within B&M is verbal communication. This type of communication within B&M is probably the most important as it is the most common type of communication used and is vital in making sure that important business deals can be made and so customers and clients feel secure and can create an understanding with the company.
By fully managing the organization and their effectiveness and efficiency Kundlers can obtain the overall business intelligences goal of the mission. The marketing strategy should look at and use a competitive intelligence to accomplish these goals. The strategies of understating and knowing productive organization can give the upper hand with knowing the competitors market. Also by viewing the competitor’s sites, stores, and marketing strategies Kundlers can achieve the mission they set for their own business to excel past the competition. Analysis within a business should serve as a vital function.
Each person that comes in will have a different view on the business. Utilitzing the core workforce allows the company the consistency that it needs to become successful. This is a easy way to promise customers that they will obtain the same customer service no matter what store they stop into. Hire or Retain:Tanglewood should absolutely work on retaining their associates and developing them. This shows the company ability to invest in their associates and assist with employee relations.
Riordan will pay higher salaries to employees with high-level skillset to attract and maintain employees with these skills. In addition, this strategy will help the organization keep production running smoothly. The company understands it would cost much more in time, resource, and money to keep retraining new employees. Research and development strategy is part of the pride of the company. Riordan regularly creates and uses some of the most innovative processes and procedures to provide customers with the best product possible.
They have an interest in the business by prompting money and want the companies to make steady orders. They like to feel valued, by the company which they supply too. Owners have an interest in the business because they can either be sole traders or run the business in partnership. They are known for the most significant stakeholders which they are the ones who control the business. Their interest is to see the profit they make increasing and the value that the business has rising.