Customer service focuses on supporting individuals and groups, helping them rather than selling to them. Question 2. Describe the differences in customer service between these commercial, public and third sector organizations. The difference is that the commercial sector is motivated towards making profit and increase profit, attract new customers and build on existing relationship, however the public sector are not necessarily profit making because they provide service to the public. The aim of customer service in the commercial sector is to differentiate the business from others, to make it stand out and create a distinct business identity.
In order for Kudler Fine Foods to develop a functioning frequent shopper program, it must track and monitor consumers shopping behavior. The drive of market research is to collect data on consumers and prospective consumers. The collected statistics support business decision making, which therefore diminishes the risks involved in making these conclusions. This type of research would also benefit the consumer by lowering the cost on items bought most, while giving them personalized incentives to return. As a result, legal matters concerning privacy of the consumer has risen and established far more attention.
Production The production department is the functional area responsible for turning inputs into finished outputs through a series of production processes. The Production Manager is responsible for making sure that raw materials are provided and made into finished goods effectively. Tesco would need a production department as they would have to produce their goods and resources which will be sold to the customers, however the NSPCC wouldn’t need a production department as they do not produce any goods for the business. Customer service Customer service is often the main point of contact for a customer, so representatives can give the business a better reputation by providing friendly and quick service. In some cases, the customer service department can even generate additional sales for the company.
Customer – analysis – so they look at past and future customers to see who to target. Product – planning – to see which product did good or bad. Transaction – implementation – how the customers paid for their items cash or credit. Service – maintenance – because the company will continue to make service better. Promotion – design – so that the company knows what products to promote.
Being that the investment in the area is low they should use the cash earned to move the questions mark to the cash cows (BCG Matrix, 2012). They should continue what they are doing in the appliances department but they should consider doing a portfolio analysis for both departments as well. This analysis is similar to the BCG Matrix. The portfolio analysis would allow an organization to analyze the products that is in a business portfolio. A portfolio analysis help a company with making decisions on what products that they must considered to be the main focused and which one they should get rid of.
The company will have to forge alliances with partners to participate in the loyalty program which will affect the sales department as well as upper management. Operational The loyalty program should be functional during the times that the company is open for business. It should passively collect customer data as customers swipe their loyalty cards during transactions. The system should make reports available to management so that they can focus on reducing the cost of orders and stock-outs while increasing customer purchase behavior with targeted offerings.
The most information the group can collect from company can result in a better decision on a company that can assist with quality versus price options and customer support of products in demand. 3. If one was looking for alternative approaches for Petrie’s customer loyalty program, I would start with each company’s websites. One can obtain customers that have used them and talked with their clients, and look at their track record including customer satisfaction. From there I would narrow the finalists to the top two or three depending on statistics needed to make an informed decision on which company to use.
Once the customer gets to the website, what information is important to the company and why? (Examples: How long was the customer on the website, areas visited, did they order a product or service, etc…) b. CRM software Which CRM Software program is recommend and why? How are they going to capture data from the customers for the business? c. Improvement of customer experience How to use this information to better the customer
All of these aspects would help raise store sales. Parkleigh’s employees are offered discounts under certain circumstances, meaning in his mind his employees might try to sell the discount products to the customers. Although just because employees are employed within a store, doesn’t necessarily mean each employee have enough money to buy the products within the store. So in the case the store prices maybe a on the pricey side a little higher than normal, which means using a discount would make the items more reasonable. Kaufmann is considered a middle class store, where structuring would need to have more attention.
The value it provides for merchants is reaching the minimum number of customers the merchant need in order to offer a win-win deal! This avoids the risk of not getting enough customers for a certain deal. Furthermore, it gives the merchants valuable data about potential customers and their profiles. This makes it easy for them to create personalized offers to target them when necessary. The value it provides for customers is the attractive deals they find while on the go.