...Literature Review on Customer Experience (CE) & Customer Loyalty (CL) 2 1.2 Creating a favourable CE & Strong CL based on Conceptual Framework 2 1.3 Linkage between Customer Experience Vs Customer Loyalty 4 1.4 Conclusion 5 Task 2. Application of Key concepts and Framework 5 2.1 Cooperate Profile / background 6 2.2 Review of existing CE & CL 6 2.3 Recommendation for Improvement for Weakness 7 2.4 Recommendation for sustaining the Customer Loyalty 8 2.5 Conclusion 9 References 10 Task 1. Critical Evaluation of Key Concepts and Theories 1.1 Literature Review on Customer Experience (CE) & Customer Loyalty (CL) Given the competitive landscape today, organization are leveraging their differentiation and competitive advantages not only the innovative products and low prices, better quality but also customer experiences (CE). This experience factor has been defined in numbers of ways. Customer experience is originated from a set of interactions between a customer and a product, a company or a part of its organization which provokes a reaction (La Salle and Brittion, 2003; Shaw and Ivens, 2005). Meyer and Schwager 2007 see it as internal and subjective response that customers have to contact directly or indirectly with the company. Greval et al (2009) also discussed that it include every point of contact at which the customers interacts with the business, product or service. Providing a positive customer experience can promote the creation...
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...Every company needs a “signature experience” that sets it apart. By explicitly communicating what makes your firm unique, you can dramatically improve employee engagement and performance. What It Means to Work Here by Tamara J. Erickson and Lynda Gratton IT’S THE HR EQUIVALENT OF KEEPING UP | 104 Harvard Business Review March 2007 | hbr.org Jason Greenberg with the Joneses: In their quest to find and retain top talent, businesses often try to match competitors’ offers, ensuring that their compensation schemes, health care benefits, training programs, and other talent-management practices are in line with the rest of the industry’s. While this strategy may be useful for bringing job candidates to the door, it’s not necessarily the most effective way to usher the right people across the threshold – great employees who will be enthusiastic about their work and fiercely loyal to the organization and its mission. What It Means to Work Here Nor does marching in lockstep with industry standards prompt companies to consider what’s unique about their histories and values or potential employees’ attitudes about work. Certainly, reasonable pay and a breadth of health care options matter to prospective hires, as do the tasks they’ll have to perform. But people also choose jobs–and, more important, become engaged with their work – on the basis of how well their preferences and aspirations mesh with those of the organization. Imagine yours is one of three job...
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...many perks available whether you're a full- OR part-time team member -- like profit sharing, store discounts and a stock purchase plan. Our Associates responsibilities include: • Providing customer service with a smile • Being friendly and efficient • Entering sales on the cash register • Maintaining store signage and displays • Provides customer service in the photo area, including digital passport photo service, poster print and creative machine, suggestive sell of promotional photo products • Assists with exterior and interior maintenance by ensuring clean, neat, orderly store condition and appearance You must complete the following two steps before you can be considered for employment. 1. Fill out an application for Customer Service Associate. (This can be done at Walgreens.com or inside your local Walgreens store) 2. Complete the in store SKILLS ASSESSMENT (Step 2 of the application). This can ONLY be completed at a Walgreens store. Once you complete the in store assessment, you might be contacted by member of management for the interview DO NOT REPLY TO THIS EMAIL. YOU MUST FOLLOW THE TWO STEPS LISTED ABOVE At Walgreens, our store staff members display an incredibly diverse array of talent, working together to create a consistently positive customer experience. We depend on our team members to be the face of Walgreens, and in return, you'll find that each and every job offers the potential for growth and a clear path to advancement -- both within the...
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...services provided and customer experiences. The production process, when manufacturing a product, it must go through several stages of the product life cycle. The difference in a product and service design is putting the focus on people instead of the thing. The service process focuses on how well the company production system works Mary Kay Products Design focal Point: The need for qualified products helps show customers they are getting a safe product to better their life. Mary Kay is a large company that has worked hard to build it into a multi-billion dollar company. The company has been to provide customers a chance for employment too. Process Design Approach: The strategy for Mary Kay is to compete with other cosmetic product distributors and provide a high-quality product at a competitive cost. By doing this, it gives them that competitive edge to stay at the top. Quality: The quality of services will affect all customers that come in contact with our personal and cosmetic products. Therefore, the company is liable by law to provide something for human consumption. Mary Kay offers a broad variety of competitive products such as anti-aging formula, hand and lip protection products, and personal care items for men. Mary Kay Service Workforce: The customers believe in the product, so therefore, it is easy to sell it to others. There are always ways to reach more customers when you have hands on interaction with each customer goes a long way...
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...Introduction Flipkart is an Indian e-commerce company headquartered in Bangalore, Karnataka. It was founded by Sachin Bansal and Binny Bansal in 2007. In its initial years, Flipkart focused on online sales of books, but it later expanded to electronic goods and a variety of other products. Flipkart offers multiple payment methods like credit card, debit card, net banking, e-gift voucher, and the major of all Cash on Delivery.[3] The cash-on-delivery model adopted by Flipkart has proven to be of great significance since credit card and net banking penetration is very low in India. History Flipkart was founded in 2007 by Sachin Bansal and Binny Bansal, both alumni of the Indian Institute of Technology Delhi. They worked for Amazon.com before quitting and founding their own company. Initially they used word of mouth marketing to popularise their company. A few months later, the company sold its first book on flipkart.com—John Woods' Leaving Microsoft to Change the World. Today, as per Alexa traffic rankings, Flipkart is among the top 20 Indian Web sites and has been credited with being India's largest online bookseller with over 11 million titles on offer. Flipkart claims to have had at least 100% growth every quarter since its founding. The store started with selling books and in 2010 branched out to selling CDs, DVDs, mobile phones and accessories, cameras, computers, computer accessories and peripherals, and in 2011, pens & stationery, other electronic items such as home...
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...Customer experience and customer engagement Customer experience is replacing quality as the most important element in marketing. (Klaus & Maklan, 2013) Great customer experience will encourage customer engagement, which can be understood as a customer’s cognitive, emotional and behavioral interaction with a brand (Hollebeek, 2011). The high customer engagement is directly related to high customer satisfaction, strong customer loyalty and increased word-of-mouth behavior, which all in turn maintain companies’ sustainable competitive advantage and allow they charging higher prices and profit margins than competitors. As said Investment Weekly News (2012) quoted that consumers will pay for the extraordinary customer experience. This reflection focuses on making outstanding customer experience and its relation to customer engagement. In the electronics industry, retailers purposely determine and deliver extraordinary customer experiences that are profitable and hard to duplicate, prospering despite economic downturns and competitive threats. Apple is a master in making great customer experience. As Miller (2012) stated, the superior customer service that Apple deliver has enable the company to grow rapidly while commanding higher prices than its competitors and earning the best profit margins in the consumer-electronics industry. Liyakasa (2012) also pointed out that Apple is in the top of customer brand loyalty ranking. The key strategies that Apple sustains its high strong...
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...Introduction Apex Footwear Limited is one of the renowned brands in the footwear industry of Bangladesh. The name Apex achieved such a position in the customers’ mind that whenever they heard the name of Apex, a footwear with high quality comes into their mind. Apex Footwear Limited has sought to adeptly make use of that expertise to provide high quality, fashionable footwear to the Bangladeshi consumers. With over 143 own retail outlets and 275 authorized resellers, Apex Footwear Limited ensures nationwide coverage of its diverse range of footwear for its consumers. Through its eight in-house brands, namely Venturini, Apex Men’s, Sprint, Moochie, Nino Rossi, Sandra Rosa, Apex Women’s and Apex Kids, Apex Footwear Limited carries a huge selection of shoes and sandals, ensuring that each of the valued customers finds the footwear that is just right for them. Apex Adelchi Footwear Limited (AAFL) is also the leading export-oriented leather footwear manufacturer in Bangladesh. It is the largest exporter of leather footwear from Bangladesh. Currently holding the second position, the company is also one of the fastest growing footwear companies in the local market. AAFL also has the second largest retail network following Apex Shoe Bangladesh Limited. The company has revenues of USD 140.5 million in 2014. AFL pioneered the export of value added finished products export in the leather sector of Bangladesh and is also involved in the local footwear retail business with the second...
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...Understanding Customer Experience * Customer experience encompasses every aspect of a company’s offering the quality of customer care, of course, but also advertising, packaging, product and service features, ease of use, and reliability. * Few of the people responsible for those things have given sustained thought to how their separate decisions shape customer experience * They all have different ideas of what customer experience means * Customer experience is the internal and subjective response customers have to any direct or indirect contact with a company. What determines “customer experience”? * A successful brand shapes customers’ experiences by embedding the fundamental value proposition in offerings’ every feature. * Service quality and scope matter, too, but mostly when the core offering is itself a service. How are customer relationship management and customer experience management related? CRM captures what a company knows about a particular customer: his or her history of service requests, product returns, and inquiries, among other things whereas customer experience data capture customers' subjective thoughts about a particular company. Customer relationship management (CRM) tracks customer actions after the facts; customer experience management (CEM) captures the immediate response of the customer to its encounters with the company. How customer experience is best managed? There are three patterns of customer experience information...
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...Raise the Bar on Customer Experience Convergys Corporation (NYSE: CVG), a global leader in relationship management, announced today that Hyundai Motor America has signed a three-year contract renewal for Convergys’ industry-leading customer management solutions. Hyundai first became a Convergys client in 2005. Convergys’ relationship management solutions include dedicated and experienced customer service agents who are the first point of contact for vehicle owners contacting Hyundai’s Consumer Affairs for sales and service related concerns. Convergys provides case management, fulfillment, self-service, and back office solutions to Hyundai. Convergys also provides analytical expertise to Hyundai, leveraging the customer satisfaction surveys it conducts on behalf of the company to offer Hyundai actionable customer intelligence. Hyundai Motor America, which has more than 790 dealerships across the United States, is focused on providing a superior customer experience to drive continued high levels of customer loyalty and retention. Throughout its multi-year relationship with Hyundai, Convergys’ continuous improvement initiatives, experienced staff, proactive training initiatives, and ability to capture and report actionable customer intelligence in areas including product design and the dealership experience, illustrate Convergys’ value as Hyundai’s relationship management partner. “At Hyundai, we know that providing the highest level of service to our customers throughout their...
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...according to you qualifies to be referred to as bad customer experience CUSTOMER RELATIONSHIP MANAGEMENT Apply the solutions offered by "Gartner’s" article to a company of your choice to correct a situation that according to you qualifies to be referred to as bad customer experience CUSTOMER RELATIONSHIP MANAGEMENT Issues in Spice Jet: 1. Rude Staff Behavior 2. Often the flight gets cancelled and a cancellation message is sent across at the last moment 3. A customer cannot rely on Spice Jet for punctuality 4. Nodal officers are not reachable to resolve complaints and the response time of Customer Care is very long which is around 10-12 minutes for just picking up the call. 5. Delays in refunding the cancelled tickets amount Recommendations: * Identify Customer Segments and their diversified needs and convert these customers into assets by building up their value. * Value your customer base potential — not just on current profit - build a customer asset portfolio * Establish your market position against requirements and competitors. Emphaseize on building customer relation by taking feedback at different points of the transaction. Define a “valued,” different customer proposition based on competencies. * Make the brand the company DNA to deliver the proposition. * Customize the service at micro level so that customer feels good. * Establish the motivating factors for customer loyalty: Where do you need to excel and where can...
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...assignments in Process Management / Customer Relationship Management with an organisation of repute ------------------------------------------------- ------------------------------------------------- Career précis ------------------------------------------------- * ------------------------------------------------- A result-oriented professional with proven success of nearly 8 years in Process Management and Customer Relationship Management in the Banking & Financial Service sectors. * ------------------------------------------------- Previously was associated with Zee learn limited as Territory Franchise Manager. Acquired in-depth knowledge and expertise on Risk / Credit / Banking processes, compliance, client relationship management, process enhancements etc. through various assignments with ICICI PRUDENTIAL LIFE INSUARNCE, DHFL PRAMERICA LIFE INSURANCE, MAX LIFE INSUARNCE COMPANY LIMITED. * ------------------------------------------------- Proven skills in implementing policies & managing enterprise wide risks with effective mechanisms to mitigate them. * ------------------------------------------------- A thorough professional with a proactive attitude, capable of thinking in and out of the box, generating new design solutions and ideas. * ------------------------------------------------- Possess excellent interpersonal, communication and organisational skills with proven abilities in team management, customer relationship management and planning...
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...RUNING HEAD: BEST PRACTICES IN CUSTOMER SATISFACTION MEASUREMENT Customer Satisfaction Measurement Best Practices Devry University Keller Graduate School Of Management Managing Quality 09/21/2012 Customer satisfaction is the state of mind that customers have about a company when their expectations have been met or exceeded over the lifetime of the product or service. The achievement of customer satisfaction leads to company loyalty and product repurchase. Customer satisfaction is very important in all types of business operations and the best practices that deliver such a satisfaction are the tools that lead to the best results and gains that many firm and companies enjoy at the end of the quest. The best practices in customer service are the engine of the company future and this does reflect in the culture of the company and how it handles the most important factor in its look for best results and shines the road for the competitive leadership awards. Being able to understand the satisfaction level of customer can make the fine lines between loss and profit. Top managers and responsible executives need to assess the importance of understanding if their customers are still satisfied with their products and services as they were last year or last quarter. They also need to know how that level of satisfaction can affect the profits of the firm or company and if those changes in the satisfaction...
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...with them. Starbucks visible values are well embedded with the company when you think of this organization. The Starbucks Logo is well known throughout and represents a green twin-tailed mermaid, known as Siren in Greek mythology. The Starbucks logo is so familiar the company has removed the company's name from around the logo and people can still easily recognize the logo as Starbucks brand. This reminds people who they are when customers see this mermaid. I However there are less obvious values that this company that are invisible and can only be perceived from what people believe and justify. For example one could interpret that Starbuck’s slogan is green because of their commitment to saving the environment and recycling. Starbucks paper cups are made of 10% post-consumer recycled content and Starbucks napkins are made of recycled cups, and even encourage customers to recycle. These things allow their customers to justify the things this company value and believe. Starbucks is a company that is very well known for their excellent customer service. The organizational culture at Starbucks values the needs of their...
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...Attaby Tower -Warak Giza +201060000210 valentino3x@gmail.com Ahmed Maher Mohamed OBJECTIVE Seeking a challenging career opportunity in a well-established, fast growing and Progressive Corporation. In a multinational environment to utilize my diversified skills, where I can demonstrate my capabilities, and put my experience and skills into the maximum service when needed. SKILLS & ABILITIES Language: Arabic: Mother Tongue. English: Excellent Command of both Spoken and Written. Chinese: Good command of both spoken and Written. Computer Skills: Excellent command of Microsoft applications Professional Skills: Proven experience in communicating comfortably, inclusively and clearly up, down and across a sizeable business Demonstrates analytical capability Excellent communication skills both in Arabic and English Ability to work under stress Ability to manage and coordinate multiple activities under tight timeframes, while maintaining the professional standard Demonstrate ability to work independently, take initiative, self-development, problem solve, handle multiple tasks/priorities Highly motivated self-starter who can drive changes EXPERIENCE SENIOR REPRESENTATIVE NIGHT SHIFT- VODAFONE EGYPT [Cairo-Egypt] Dec 2010 – Till Present Handling Night Shift tasks: Work force: Guarantee effectiveness of skills assignment that achieves the SL targets per interval. Implementing the Queues priorities according to the management agreement per interval. Ensure monitoring...
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...Citibank Case Analysis Citibank: Launching the credit card in Asia Pacific Country entry strategy Objectives of this case ... q To understand market evaluation, target market selection, and product positioning issues in services operations. q To appreciate globalization/country entry issues in financial products. q To understand the underlying economics of customer acquisition and retention. Key Strategic Issues qShould Citibank launch the card product ? Why ? Why not ? qGiven the upscale customer base , how should Citibank position its card, if it decides to launch it ? qWhich countries should Citibank enter first? Which countries should it avoid? Few More Operational Issues qHow should Rana Talwar convince his country managers and H.Q to accept the card product? What Organizational mechanisms does he have under his control? qIf you choose not to introduce the card, what do you do to achieve the $100 mio. earnings target by 1990? What kind of Branch banking products should the bank offer? Economic Analysis q How many card customers does Citibank need to break even on its investment ? Economic Analysis q First step is to ascertain the credit card revenue per customer of $163 (table B page 6) qOptions available: - assume Hong Kong experience as “typical” of the region. - If we have to target affluent with premium positioning you may use $250/ customer - for mass market strategy take $140/ customer Cost component of analysis qThree parts...
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