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,
In addition to the marketing surveys the company performs, they could also employ secret shoppers, build a stronger online presence, monitor forums and scope out their competitors (Armstrong, 2011). Better understanding of their customer needs and what the competition offers of which Kudler may not is likely to increase Kudler’s understanding of marketing and customer loyalty. Competitors in the local area of Kudler Fine Foods should not be the only competitors considered in the company’s search for a better marketing strategy. Viewing online and worldwide competitors as a threat should be researched to see what each company brings to the market. Kudler would do well in forming a marketing research team and employing a marketing information system to help improve their company’s
Unit 3 Assignment AB221-01: Customer Service Alicia Turner Kaplan University Professor: D. Butler November 25, 2012 Customer Service and Customer Loyalty The business industry has begun to focus on their customers’ satisfaction and loyalty more so now than ever before. Many companies have developed plans on loyalty metrics. The best and most effective way to design a website that would affect customer loyalty and satisfaction will be demonstration in this paper. When it comes to becoming profitable from a company website, one of the most crucial things is creating a design that will involves long and short term goals. This can determine customer satisfaction because this plays a major and critical role in determining customer
Customer service is something we do for customers that improves the customer’s experience and that happens before, during and after a purchase of services or products. According to Harris (2010) customer service is essential to any business because it will guarantee that the customer will give you good feedback and with that you will have a great reputation. Great repetition of the business will make for more business by new customers, and will keep your older customers returning. Another reason it is important is because customers are key to your company’s success. A positive customer service experience I have had personally was when I called my credit card company to dispute chargers.
Focus groups provide an opportunity to strengthen customer ties by forming stronger one-on-one customer relationships. They provide an opportunity to drill down more deeply into specific issues with customers and to capture levels of understanding not available in a survey format. Focus groups also offer an opportunity for organizations to identify ideas that can be applied to future product development and organization planning and strategy. By working closely with your customers, you will gain increased
According to our textbook, “continuity program can establish brand loyalty among customers and help companies to build databases to learn which individuals are their best customers”. Through the One-to-One program, customer retention and loyalty are likely to increase by providing reminder cards to customer. It reminds them to change the motor oil, check engine condition or even do further purchasing afterwards. While the One-to-One program also gives rebate coupons to vehicle owners, it might be very effective to switchers due to their purchasing characteristics. In the text book, it mentioned “switchers are
Based on these conclusions the report highlighted a number of issues and recommendations that Amazon.com should take into consideration in the future to enable their strategy to continue to be a worldwide success. These include: 1. Amazon.com need to maintain their focus on providing what is best for the customer and the lowest possible price to ensure continued market growth. 2. The long term success of the firm is partially dependant on the management and employees of the firm.
When in process of buying them they will look at sales person credibility, approach and will want to know how given prod/serv will benefit them 4.5 explain how to introduce additional services or products to customers outlining their benefits, overcoming reservations and agreeing to provide the additional services or products First of all we need to do a bit of discovery and learn more about customer. With that information we can chose best product/service and outline benefits are will really benefit that specific customer. By knowing more about customer we can as well overcome reservation and build credibility. When customer trust us and is happy with the
It involves training for product knowledge, and developing brand awareness. *Meet customer needs and satisfy them. Need customer feedback, trends, sales patterns and demographics. Customers’ data and buying power. Price *Improve competitiveness in pricing with a totally different strategy or approach than competitors.
Customer service and customer relations are the key to success for a business. In this paper, I am going to discuss how to have a successful customer service department in your business. For example, behaviors the employees will need to know; having a customer driven mindset; how to communicate effectively with customers and co-workers; phone etiquette; the importance of building relationships with customers; dealing with difficult/unhappy customers; having a customer engagement model for feedback; and building customer loyalty. Knowing these things can lead to a successful customer service department and a successful business. Behaviors Your Employee Needs to Know According to Dahlke (2007) an ideal customer service representative chooses to be courteous, respectful, considerate, and helpful to others.