...Telecom Italia Strategic Plan Update MARCO PATUANO Safe Harbour These presentations contain statements that constitute forward-looking statements within the meaning of the Private Securities Litigation Reform Act of 1995. These statements appear in a number of places in this presentation and include statements regarding the intent, belief or current expectations of the customer base, estimates regarding future growth in the different business lines and the global business, market share, financial results and other aspects of the activities and situation relating to the Company and the Group. Such forward looking statements are not guarantees of future performance and involve risks and uncertainties, and actual results may differ materially from those projected or implied in the forward looking statements as a result of various factors. Forward-looking information is based on certain key assumptions which we believe to be reasonable as of the date hereof, but forward looking information by its nature involves risks and uncertainties, which are outside our control, and could significantly affect expected results. Analysts are cautioned not to place undue reliance on those forward looking statements, which speak only as of the date of this presentation. Telecom Italia S.p.A. undertakes no obligation to release publicly the results of any revisions to these forward looking statements which may be made to reflect events and circumstances after the date of this presentation...
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...South Beach Miami. ➢ Hotel Florenica adopted an “100% Customer Satisfaction!” policy to guide tis staff. ➢ Non-managerial employees follow very strict rules and procedures when dealing with customers. ➢ Top management noticed that they were all complaints relating customer service. ➢ Julia, a receptionist had received a complaint from a customer but she cannot connect to the top management immediately. ➢ The customer wants to discount for long time it took to fix the leak. ➢ Julia was not conceded with dissatisfied customer. Recommendation: The recommended solution that we strong to recommend to combination of alternative two; improve listening skills and sending skills. Because these alternatives of the top management will be able solve the primary problem “The manager and the employee at Hotel Floreica are having poorly of the organizational barriers that are affecting their communication.” The communication skill will help the employee and the management delivers the information and makes the decision faster. The combination of these two alternatives solves the problem better than the “ No change scenario” Alternative because in the “ No change scenario” no improvements are being made. Therefore nothing can be solved. So, in this solution the employee will be able to solve the customer’s problems immediate and would not let the customers wait for long time. Hotel will receive the higher amount of rating from customers, that means this...
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...These skills are relevant to being the best Customer Assistant you can. In this task I am going to talk about why they are vital to the business and what helps the business run. As a customer assistant it is highly important to have a happy attitude for as long as you work at Tesco. As you are working on the shop floor you are representing the business and so how you work will reflect Tesco’s brand image. You must deliver a very high standard of customer service which can include showing people around the store to show them where a certain product is. You could be helping elderly with their shopping around the store. And it could be something as simple as saying hello and smiling to any passing customers. Being organised is also very important as a customer assistant. This is because you will have to restock the shelving and know the dates of food that has been put out. Putting out the wrong stock can also cause a bad brand image as people will not want battered out of date food. To deliver a high customer service you must also be organised as you may be asked to deal with multiple customers at any one point. This will then deliver a high standard of customer satisfaction. Increasing repeated customers and gaining competitor advantage. Not only customers will be happy with your service so will the people above you in the job. It is so important to be a hard worker at Tesco as a customer assistant because of how much work there is to do. At the start of the day you are listed...
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...particular culture. Determine what type of leader would be best suited for this organization. Support your position. Imagine that there is a decline in the demand of product(s) or services supplied by the selected organization. Determine what the change in culture would need to be in response to this situation. The company that I chose to research was Zappos. Zappos started off as an online shoe company founded by Nick Swinmurn in 1999, as a result of his inability to find a pair of Air walk shoes. Since its founding Zappos has become the largest online shoe store in the world. In 2007 they branched out to selling apparel as well. In 2008 the company reached 1 billion in annual sales, and in 2009 debuted at #23 on the Forbes list of Top 100 best places to work. (www.forbes.com). In July of 2009 Amazon.com purchased Zappos. The main concerns of the CEOs of Zappos were to maintain the same level of customer service that had grown their customer base to where ti was. Zappos wishes for each customer to have the ultimate customer experience each and every time they are in contact with their customer service department whether it is over the phone or via email. The culture at Zappos is that of one that feels that if they take care of their employees they will take care of their business and their customers. This culture is ideal in a company that is driven and focused on...
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...Questions 1- Analyse strategic capabillity using an analytical framework |BASIC RESOURCES: |BASIC COMPETENCES: | |Office/facilities as their headquartes in California |Learning from past experiences | |WebPage |Customer Information | |IT server Platform |“Take Rate” – ratio of revenues ti¡o the values of goods per day | |5000 employees | | |UNIQUE RESOURCES: |UNIQUE COMPETENCES | |Ebay Brand |Web Page design | |Ebay Logo |Business Model | |Free Constant feedback |Educational System Class | | |Own security department | 2-What are the capabilities...
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...412 Service Audit Guideline Report Submission: 22nd March 2016 from 11:00 to 1:00pm in NAC 708 The term paper is designed to test your application of services marketing theory to a real life service scenario. You are assigned to work on a selected organization and are supposed to perform a Service Audit and to make a report including the following contents * Company overview Guiding Questions for Your Service Audit. The particular questions listed are to give some ideas about what aspects to select to describe in your organization's environment. You will probably not be able to answer all of the questions asked -- the questions are intended to stimulate your thinking. Do the best you can and be creative about how you might find information (other than, or in addition to, asking a manager or other employee directly). * Environment: What kind of an organization is it (e.g., profit or non-profit, library (specify type), government agency, corporation, independent business, etc.)? Is it part of a larger organization; if so, how would you characterize the larger organization? Are conditions surrounding your organization relatively stable or changing? If the latter, how fast are things changing? How does it affect the organization? Is your organization strongly impacted by technology, by shifts in the economy, by leadership changes? How politically sensitive is it? Does it have partners or other organizations with whom it is closely aligned? * * Customers: Describe...
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...consider the following Rule of the Thumb in the process of loading trucks: Loading trucks in a maximum of two hours also sending the right amounts in optimal conditions to the correct places on time to satisfy the needs of our customers. Step 2: Success example Give an example of where this rule comes close to the correct decision. The person in the process of the Loading is the “checker” and he is responsible for: Checking the product, the quantity, the quality and load the truck in pristine condition. To carry out this procedure, the checker must follow the instructions in the standard procedure manual and which must use a portable scanner gun or RFID for scanning each product to get the number of the product, and if they are separated amounts for the order he is or is loading. He should also verify that the place and the truck are right. Following these instructions we should be able to load a truck in a maximum time of two hours, which is well demonstrated in each truck and according to weekly statistics are within acceptable ranges, therefore payments are reduced for delayed or detention of the trucks by loading more than two hours. Step 3: Failure example Give an actual example of where it failed badly and explain why It is proven that when a customer makes a claim that does not get the right merchandise, quantities or misrepresentation, is because the Checker did not follow the instructions in the standard procedure manual for loading trucks. The Checker try to do or skip...
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...TIS ELEVATOR Accelerating Business Transformation with IT Company Background Otis Elevator is named for the company’s founder, Elisha Graves Otis, who invented the “safety brake elevator” in 1853, then become of the company under United Technologies (UTC). Otis core business was the design, manufacture, installation, and service of elevators and related products, including escalators and moving walkways. By 2004, Otis had 1.5 million elevators and 100,000 escalators operating throughout the world. Otis had elevators in 10 of the world’s 20 tallest buildings and more than 1.4 million elevators and escalators under maintenance. Otis sold products in more than 200 countries and territories. Engineering headquarters was in Farmington, Connecticut with international facilities in Japan, France, Germany, Spain, Korea, and China. Revenues climbed from $6 billion in 2000 to $8 billion by the end of 2003 with 80% coming from outside the United States. The company had always provided solid and steady profit contribution to UTC since its acquisition more than 25 years earlier. In the period from 2000 through 2003, Otis’s contribution to UTC’s profit increased from 25% to 35%. Otis’s sales and profit growth helped drive the strong performance of UTC, which had projected revenue of $35 billion for 2004, 14% over 2003’s. Early Application of IT (OTISLINE) In The early 1980s, Otis created a centralized customer service system to dispatch service mechanics. IT worked...
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...Workington Overview The Cumbrian town of Workington is found in the Borough of Allerdale on the River Derwent, west of the Lake District. Jobs in Workington are strongest in retail, manufacturing, and Health and Social Work (2011 Census), and there will be significant investment in the near future at the local Port of Workington. The town is a desirable location with natural surroundings, a strong retail presence and plenty of entertainment; the town is home to three theatres. With rent costs averaging £424, £160 cheaper than nearby Whitehaven, the town is an enticing location. Workington Job Opportunities Workington's strongest sector of employment is retail, with a range of companies operating in the town including: Currys PC World Wilko...
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...on the level of customer service provided. My sources includes: Bromley Court Hotel website, my visit to the hotel and interview as well as my own observations. I will also use secondary sources such as Bromley Court Hotel staff handbook, hand-outs, leaflets as well as business travel and tourism textbooks. Bromley court hotel is part of the Best Western group of hotels. It is located in South-east London, Bromley. The hotel opened in 1931 by the current owners, the Frenkel family. Bromley court hotel is owned by Richard Antony freckle who is the present company director, the family have owned the business since 1931. The business through has changed over the years. In 1801 Charles Long purchased the deeds, he rebuilt the property in 1969 and a major extension was added. From then on the hotel has been refurbished continually. It is currently a 3 star hotel but hopes to achieve 4 stars in the future. Bromley Court Hotels mission statement is to provide good, professional service to all customers with their highest standard at all times, another objective is to treat employees fairly and with respect. They aim to increase sales as they have other competitors nearby such as Travelodge. Both induction and training are important to organisations in delivering effective customer services and in preparing staff for their job role. Training gives the staffs of Bromley Court Hotel the ability all organisations the authority to deliver excellent customer service. This helps the hotel...
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...THE CUSTOMER SATISFACTION IN E-BANKING: SOME EVIDENCES FORM INDIAN BANKS Abstract This study evaluates major factors (i.e. service quality, brand perception and perceived value) affecting on customers’satisfaction in e-banking service settings. This study also evaluates influence of service quality on brand perception, perceived value and satisfaction in e-banking. Required data was collected through customers’ survey. For conducting customers’ survey likert scale based questionnaire was developed after review of literature and discussions with bank managers as well as experts in customer service and marketing. Collected data was analyzed using principle component (PCA) using SPSS 19.0. A result indicates that, Perceived Value, Brand Perception, Cost Effectiveness, Easy to Use, Convenience, Problem Handling, Security/Assurance and Responsiveness are important factors in customers satisfaction in e-banking it explains 48.30 per cent of variance. Contact Facilities, System Availability, Fulfillment, Efficiency and Compensation are comparatively less important because these dimensions explain 21.70 percent of variance in customers’ satisfaction. Security/Assurance, Responsiveness, Easy to Use, Cost Effectiveness and Compensation are predictors of brand perception in e-banking and Fulfillment, Efficiency, Security/Assurance, Responsiveness, Convenience, Cost Effectiveness, Problem Handling and Compensation are predictors of perceived value in e-banking. Keywords: Service quality...
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...PENGARUH BRAND IMAGE TERHADAP CUSTOMER LOYALTY DENGAN CUSTOMER SATISFACTION SEBAGAI MEDIATOR PADA THE DREAMLAND LUXURY VILLAS AND SPA, BALI. Felicia Juliani Leliga Manajemen Perhotelan, Universitas Kristen Petra, Surabaya, Indonesia Abstrak: Penelitian ini dilakukan untuk mengetahui customer loyalty pada brand The Dreamland Luxury Villas and Spa, Bali melalui penilaian responden terhadap dimensi brand image yang terdiri dari brand strength, brand favorability, dan brand uniqueness, dengan menggunakan customer satisfaction sebagai variabel mediator. Dalam penelitian ini, penulis menggunakan metode kuantitatif dengan teknik partial least square (PLS). Dari hasil analisa, disimpulkan bahwa tidak ada pengaruh brand strength dan brand uniqueness terhadap customer loyalty dengan customer satisfaction sebagai variabel mediator (intervening), ada pengaruh dimensi brand favourability terhadap customer loyalty dengan customer satisfaction sebagai variabel mediator (intervening), serta customer satisfaction berpengaruh signifikan terhadap customer loyalty di The Dreamland Luxury Villas and Spa. Kata kunci: Brand Strength, Brand Favorability,Brand Uniqueness, Customer Satisfaction, Customer Loyalty Abstract: This research is conducted to determine The Dreamland Luxury Villas and Spa`s customer loyalty through respondents evaluation of brand image`s dimensions which are consist of brand strength, brand favorability, and brand uniqueness, with the customer satisfaction as mediator. In this...
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...MANAGEMENT S T R AT E G Y MEASUREMENT M A N AG E M E N T AC C O U N T I N G G U I D E L I N E Customer Profitability Analysis By Marc J. Epstein Published by The Society of Management Accountants of Canada, the American Institute of Certified Public Accountants and The Chartered Institute of Management Accountants. N OT I C E TO R E A D E R S The material contained in the Management Accounting Guideline Customer Profitability Analysis is designed to provide illustrative information with respect to the subject matter covered. It does not establish standards or preferred practices.This material has not been considered or acted upon by any senior or technical committees or the board of directors of either the AICPA, CIMA or The Society of Management Accountants of Canada and does not represent an official opinion or position of either the AICPA, CIMA or The Society of Management Accountants of Canada. Copyright © 2000 by The Society of Management Accountants of Canada (CMA Canada), the American Institute of Certified Public Accountants, Inc. (AICPA) and The Chartered Institute of Management Accountants (CIMA). All Rights Reserved. No part of this publication may be reproduced, stored in a retrieval system or transmitted, in any form or by any means, without the prior written consent of the publisher or a licence from The Canadian Copyright Licensing Agency (Access Copyright). For an Access Copyright Licence, visit www.accesscopyright.ca or call toll free...
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...P A R T I Discovering Momentum 1 1 The Power of Momentum Where’s the Impetus? Momentum. Most businesses get it at some point: the impression that everything they undertake succeeds effortlessly, as if they’re being carried along by a tailwind that increases their efficiency and propels them on to exceptional growth.1 Some hold on to it. Most don’t. Slowly, imperceptibly, the tailwind turns around and the momentum disappears, without anyone quite realizing what has happened. The company is still growing, but not as strongly as before, not as efficiently. Everyone’s maxing out, but it seems like there’s molasses in the works. Sound familiar? Sooner or later, it hits you in the face. Imagine you are meeting up with a senior analyst whose opinion counts with some of your company’s biggest investors. You think you’re on safe ground—after all, your company is doing better than the competition. But the analyst is in full gimlet-eyed, illusion-killing mode. “That’s nothing to crow about,” she says. “Yeah, you’ve got reasonable growth, but it’s nothing exceptional. You’re a safe bet, nothing more. Okay, I might tell my mom to buy, but 3 The Momentum Effect then she’s happy with inflation plus one. The way we see it, you’re really grinding it out. We reckon the strain’s getting harder, too. There’s no impetus—no momentum.” Words like that can really take the gloss off a day. The next time you gather your team, you don’t congratulate them on beating their targets—you...
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...ttp://jmd.sagepub.com/ A Multicultural Service Sensitivity Exercise for Marketing Students Mark S. Rosenbaum, Ioana Moraru and Lauren I. Labrecque Journal of Marketing Education published online 4 October 2012 DOI: 10.1177/0273475312461257 The online version of this article can be found at: http://jmd.sagepub.com/content/early/2012/10/03/0273475312461257 Published by: http://www.sagepublications.com Additional services and information for Journal of Marketing Education can be found at: Email Alerts: http://jmd.sagepub.com/cgi/alerts Subscriptions: http://jmd.sagepub.com/subscriptions Reprints: http://www.sagepub.com/journalsReprints.nav Permissions: http://www.sagepub.com/journalsPermissions.nav >> OnlineFirst Version of Record - Oct 4, 2012 What is This? Downloaded from jmd.sagepub.com by guest on October 10, 2012 461257 rnal of Marketing EducationRosenbaum et al. JMDXXX10.1177/0273475312461257Jou A Multicultural Service Sensitivity Exercise for Marketing Students Journal of Marketing Education XX(X) 1–13 © The Author(s) 2012 Reprints and permission: sagepub.com/journalsPermissions.nav DOI: 10.1177/0273475312461257 http://jmed.sagepub.com Mark S. Rosenbaum1, Ioana Moraru1, and Lauren I. Labrecque2 Abstract Services marketing and retailing courses place service quality at the heart of the curriculum, painting service providers as defenders of their customers’ welfare and thwarters of service failures by ushering in recovery solutions...
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