For example, in both surveys there is an approximately a 60/40 split on customer satisfaction for customer service representatives being courteous (Apollo Group, Inc., 2011). Instead of looking to improve on their products and services, perhaps the company should be looking to their customer service. The marketing objective could improve the amount of people agreeing with the level of customer service. Customer service is as important, if not more so, than the products themselves. If a customer is not happy with service they received in a store, they are more likely not to return regardless of the quality of the product.
the customer may receive the best service and still unsatisfied. It is also important to mention that both customer expectation and perception are built on different factors, customer expectations were built based on word of a mouth, past experience and personal need, on the other hand his perception was built based on the product delivery and the marketing communication. RATER model is another service quality model which identifies five major dimensions of the service provided from the customer point of view, the model also suggests how each of these dimensions are relatively important, however a dimension which is highly important for X customer may not necessarily be on the same importance level for Y customer. RATER five dimensions are Reliability which is the ability to deliver what was promised accurately, Responsiveness which is the prompt
If the product is of low value, then the quality expectation isn't so great. It's important not to over-promise the customer and give them false expectations. Having a balance of quality, time, and cost will ensure that the customer has a good buying result. Customers expect a product to be of particular quality, value, and time turnaround in respect to the price paid. They also expect a professional level of service.
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.
b) Explain why you should respond positively to changes in products or services. It is important to respond positively to changes in products or services because it is likely it will increase your business turnover. A company will want to review its services and products so that it keeps up to date with the expectations of its customers. This will ensure the company can stay competitive and meet its targets and objectives. c) Identify ways of responding positively to
Kudler should have a clear idea of what the data is to be used for and how it is to be treated. “Sure, a customer database has value, and a company can maximize that value in any number of ways -- growing the database, mining it, monetizing it. Marketers can be tempted, despite pledges about privacy, to use collected information in ways that seem attractive but may ultimately damage relationships with customers.’ (Davenport, et al, 2007) It is important to their success as a business that Kudler Fine Foods maintain their relationship with their customers. And by this they should maintain positive relationships with all of their customers. “Market analytics allow companies to identify their best and worst customers and, consequently, to pay special attention to those deemed to be the most valuable.
Information is reasonably free from error. c. Information that is measured and reported in a similar fashion across companies. d. Information is timely. 35. What is meant by consistency when discussing financial accounting information?
Information is reasonably free from error. c. Information that is measured and reported in a similar fashion across companies. d. Information is timely. 35. What is meant by consistency when discussing financial accounting information?
Give one example of a customer/client in a service industry setting. Once client of a “Service Industry Setting” could be a small business. In this instance
Are they the same? Would you expect them to be about the same? Why or why not? The traffic sent and received for the PK512_100Mbps are pretty much right on. I would believe them to be the same.