...services. The citizen/ customer has a prominent place in these reforms. For many years the topic of customer satisfaction has been on the European agenda and in recent years this has rapidly grown in importance. According to the DGs’ resolution of May 2006, the main focus of the common European work and efforts regarding customer satisfaction should be on the collection of best practices and the preparation of guidelines for questionnaires to measure customer satisfaction. During the Austrian (first half 2006), Finnish (second half 2006) and German (first half 2007) Presidencies of the EU, initiatives were taken to address these aspects. At the IPSG and Customer Satisfaction Expert Group meetings, ways were discussed to gather and present good practices and create guidelines. Based on these good practices, the Customer Satisfaction Expert Group meeting and the IPSG meeting concluded that many interesting and valuable things could be done with these good practices and that the field of customer satisfaction was too large and too important to narrow attention only to customer satisfaction surveys and measurement, and to limit guidelines in this sense. “Measuring” satisfaction is one thing; “managing” satisfaction is another and should be the aim. Based upon the Cabinet Office document of 2006, titled “Customer Insight in Public Services”, a “primer” – in the form of this publication – was created. This publication explains the relevance of customer focus and the role(s)...
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...IMC and Customer Satisfaction IMC and Customer Satisfaction In the Robinson Consultation Firm we plan to get our name out to our customer with some advertising. We will have some ads that will be located in the local newspaper to get us started. We will also use social media sites to get our name and services known. The newspaper will be a good way to bring awareness to small businesses and people who want to start their own business. Once our name becomes known we can then use social media sites as people spread the word. Some work in the beginning may be done at a discount or for free to show people that the services we offer will be affective. This will allow customer to see who our planning can help their business. Once trust is establish and the work pays off then we will have something to show to other customers. So the main part of our advertising will be to get our name known with showing that our services will work and then have our name spread via word of mouth. TV ads will not be used in the beginning stages to save on cost. The firm will have a website that clients can go to see who we are and what we can make happen for them. Just like our clients who will be on the move our advertising plans will be made to suit them. By using these methods we can effectively meet our marketing goals. Our goals will be to get our name out to the public, Let our services do the talking, and to build long lasting relationships with our customers. We can do this by pubbing...
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...Customer Complaints At some point, everyone in business has to deal with an upset customer. The challenge is to handle the situation in a way that leaves the customer thinking you operate a great company. If you’re lucky, you can even encourage him or her to serve as a passionate advocate for your brand. When it comes down to it, many customers don't even bother to complain. They simply leave and buy from your competitors. Research suggests that up to 80 percent of customers who leave were, in fact, "satisfied" with the original company. Obviously, customer satisfaction is not enough. Businesses nowadays need to positively delight customers if they want to earn their loyalty. It may seem counter-intuitive, but a business owner’s ability to effectively deal with customer complaints provides a great opportunity to turn dissatisfied customers into active promoters of the business. Here are some customer-oriented tips I’ve learned while working in the business coaching business: 1. Listen carefully to what the customer has to say, and let them finish. Don't get defensive. The customer is not attacking you personally; he or she has a problem and is upset. Repeat back what you are hearing to show that you have listened. 2. Ask questions in a caring and concerned manner. The more information you can get from the customer, the better you will understand his or her perspective. I’ve learned it’s easier to ask questions than to jump to conclusions. 3. Put yourself in...
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...CUSTOMER LOYALTY : THE CASE OF MOBILE PHONE USERS IN UNIVERSITI UTARA MALAYSIA Prepared by Meguellati Achour Pn. Nor Pujawati Md. Said Dr. Ali Boerhannueddin Abstract Service quality, switching barriers, and brand image are the major antecedents of customer loyalty, and loyal customers may buy more, accept higher prices and have a positive word-of-mouth effect. Also we know that the cost of selling to new customers is much higher than the cost of selling to existing customers, also the cost of attract new customers is much higher than the cost protect existing customers ten times. Although this fact is apparent to everyone, many companies are still losing customers at a formidable rate. In this context the main aim of this research is to examine the relationships between these factors and customer loyalty in the Universiti Utara Malaysia sector. Based on the theoretical model, a comprehensive set of hypotheses were formulated and a methodology for testing them was outlined. These hypotheses were tested empirically by questionnaires to demonstrate the applicability of the theoretical model. The results indicate that service quality, switching barriers, and brand image are separate constructs that combine to determine the loyalty, with service quality and switching barriers exerting a stronger influence than brand image. Finally hypotheses H1, H2 were supported, while hypothesis...
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...In any transaction with customers, the little details can make or break your relationship with customers. The behaviors of individual employees convey impressions to customers via little things. I used to take my car for oil change to any oil change place. There was one time i stopped at jiffy lube for oil change. I was very pleased with the service i got. These guys not only do the oil change they also do vacuum and wash your car windows as a courtesy. Since than i only take my car to jiffy lube for oil change. Little thing does make a huge difference. The thing which was a turn off for me was, last weekend I stayed in a hotel in downtown Chicago. It was a four star hotel right on magnificent mile Michigan Ave. I was trying to finish some work when i was in my room and i noticed they didn't have free wifi for their guests. I was quite shocked by this because wifi is so common now, even all the small hotels and restaurants they have free internet for their customers and here you are in a four star hotel where you pay decent amount of money for stay and don't get free internet. I was very disappointed. Its not a big deal for me to pay $ 14.95 for a internet. It was a turnoff for me. Customers are an important assets of business. Now days customers have more options than ever before. The three categories of customer turn offs are value turn offs, system turn offs and people turn offs. Customers are turned off when they receive poor value. Customers expect good quality and value...
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...Customer Satisfaction towards Retailers ICA, ICA NÄRA and COOP FORUM Author: Phuc Hong Lu Ian Grace.B. Lukoma Subject: Master Thesis in Business Administration 15 ECTS Program: Master of International Management Gotland University Spring semester 2011 Supervisor: Ph.D Bo Lennstrand ABSTRACT In the midst of stiff and fierce competition and increased number of grocery retail outlets providing a variety of products, customers have become accustomed to patronizing multiple outlets. Retailers have recognized this trend and are of the view that customer satisfaction plays a role in the success of business strategies. Therefore it has become important for grocery retail stores to try and manage customer satisfaction. This paper was thus developed to investigate the satisfaction levels of customers in supermarkets. Data was collected from three supermarkets in Visby, Gotland. The study examined the importance of overall dimensions and specific elements of customer satisfaction towards the measurement of satisfaction levels. In addition, comparative analysis was conducted between the three relative grocery stores. Customer satisfaction levels were measured. The highest percentage of customers of the whole sample belonged to medium level of satisfaction. The statistical result concluded that customers of ICA Nära and customers of ICA were higher satisfied than those of Coop Forum. The results showed that customers felt satisfied with Location, Staff courtesy and Reliability of supermarkets...
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...Question 10: Customer satisfaction within certain aspects of Bardot are important in determining if selling techniques through an online website are either very good or poor. In order to obtain this information candidates were asked to rate the Bardot website. It is quite apparent that majority of the people surveyed find the Bardot website to be good. In question 9, the majority of candidates were aware that Bardot had an online website present. Inevitably this means that certain age groups are referring to the online website prior to entering the store and making a purchase. With the popular age group being 19-23 year olds (Question 2) we are able to make a generalization that this particular age group most likely uses the online website as a way of not only making a purchase but also browsing items. Over twenty individuals have selected this criterion over the other three which are poor, average and very good. The lowest category was poor with two people having selected that option whereas average and very good were equal with a total of ten. The online website enables individuals to make a purchase without having to go into the store itself. Inexorably this means that buyers who have a busy lifestyle and generally don’t have the time to go shopping are able to go onto the website in their free time and just browse. The website has its advantageous, evidently people don’t have to wait in line to try on clothes, they are able to make a purchase swiftly as well as having...
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...CUSTOMER PROFILING AND CUSTOMER PERSONA By Renish Adesra Submitted To: Boulevard9 Resort & Spa, Nadiad July, 2012 CENTRE FOR MANAGEMENT STUDIES DHARMSINH DESAI UNIVESITY NADIAD ACKNOWLEDGEMENT I express my sincere thanks and gratitude to Mr. Ajit Singh, General Manager, Boulevard9 Resort & Spa, Nadiad, for giving us an opportunity to work in their organization. I am speechless when I have to express my sincere thanks to Mr. Harsh Bhatt, Front Office Manager, who has been a great inspiration and motivating factor throughout the duration of our internship. He has been the mentor for all of us and gave us a plenty of opportunities to explore and learn. I also convey my sincere sense of obligation and thanks to the Head of Department of Centre for Management Studies, DDU Nadiad Dr. Naresh Patel for giving me an opportunity to work on this project. I owe my deep sense of gratitude to respectful organization guide Mr. Rejoice Thomas (Human Resource Manager) I am also thankful to Prof. Mansi Rathod, the coordinator of summer internship project. Words are boundless to express my cordial thanks to faculty guide Prof. Frince Thomas Sir for the encouragement and valuable guidance during the course of my project work. I would also like to give my special thanks to Mr. Sanjay Patel (Sales Executive) of the organization for his support & encouragement. I am thankful to entire staff of Boulevard9 Resort & Spa, Nadiad for their helpful guidance and support...
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...INTRODUCTION 3 2. PROCEDURES 3 3. FINDINGS 3 3.1 Customer Service Standards 3 3.2 Identifying and meeting the expectations of key customers 4 3.3 Maintaining Customer Aftercare 5 3.4 Obtaining and monitoring qualitive and quantitive customer feedback 5 3.5 Evaluation 6 4 Conclusion 7 5 Recommendations 7 1. INTRODUCTION This report is being produced at the request of Annette Wilson of Wilson’s Consulting. The report is to evaluate the Customer Care Strategy for Sainsbury’s. The reason for choosing this organisation is because of their quality of products and convenience regarding the location of the store. Sainsbury’s is part of J Sainsbury PLC, which was founded in 1869 in London by John James Sainsbury and his wife Mary Ann Sainsbury. They now have over 1,200 supermarkets and convenience stores and have now grown to be one of the largest retailers in the U.K. Sainsbury’s state that they “put their customers at the heart of everything they do”. (Sainsbury’s, 2015). They state that their “values and ethos have never changed” (Sainsbury’s, 2015) however they are aware that the retail industry has changed over the years therefore they created a new strategy to continue to be known for excellent customer service and to evolve their organisation so that they can continue to provide for their customers by being able to satisfy the customers needs with regards to “what customers want, when, where and how they want it”. (Sainsbury’s, 2015)...
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...Top Ranking for Wireless Customer Loyalty in Leading Marketing When it comes to loyalty AT&T announced on February 4, 2010, that they have ranked No.1 for customer loyalty. AT&T is a premier communications holding company it is one of the biggest phone services companies in the United States and around the world it has subsidiaries and affiliates which works under AT&T operating companies. At&t services includes the nation’s largest fastest 3G network for wireless, Wi-Fi, high speed internet services, it also offers the most wireless phones that work in other countries. At&t excels in customer service loyalty because of its network quality, technology leadership and competitive plans. AT&T has allowed its customers to have access to nation fastest 3G network along at the same time to talk and surf over the internet. Among being competitive in the market against some of the other wireless phone companies including T-mobile, Verizon and Sprint, At&t has manage to be the leader in emerging technologies with the most smart phones. Founder and President of Brand keys stated, “At a time when brand has become a surrogate for added value, especially n the wireless category, we believe AT&T has been able to better meet the expectations that consumers hold for that fusion of technology and brand. They’re managed to do it believably and with a degree of engagement that have resulted in their No.1 ranking in our 2010 Customer Loyalty Engagement survey...
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...to sales. The buying process has changed, and marketers need to find new ways to reach buyers and get heard through the noise. Instead of finding customers with mass advertising and email blasts, marketers must now focus on being found and learn to build continuous relationships with buyers. Lead generation is the process of making contacts which may lead to a sale or other favourable outcome. The leads may come from various sources or activities, for example, digitally via the Internet, through personal referrals, through telephone calls either by the company or telemarketers, through advertisements, events, and purchase of lists of potential customers. I-P: CUSTOMER LIFECYCLE Customer Lifecycle Management, or CLM is the measurement of multiple customer related metrics, which, when analysed for a period of time, indicate performance of a business. The overall scope of the CLM implementation process encompasses all domains or departments of an organization, which generally brings all sources of static and dynamic data, marketing processes, and value added services to a unified decision supporting platform through iterative phases of customer acquisition, retention, cross and up-selling and lapsed customer win-back. "The purpose of the customer life cycle is to define and communicate the stages through which a customer...
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... 2013 Customer Service Introduction Do organizations need a Customer Service Representative in their daily actives within the organization? This is the question that a lot organizations and firms would like to know. Some organizations and firm are still in the dark about customer satisfaction and dissatisfaction. Without customer service representatives in place to give business owners the feedback from customer that they need to receive to improve the customer’s experience. There are many things that are related to customer service like, making appointments and informing clients of changes to policies, products, goods and services. Years of hearing the customer is always right maybe just be a myth, be here are some views that will be studied in depth to show that the customer service are changing and customers have to be prepared to change also. Technology is one change to the customer communicate with organizations. I will show how having an excellent/poor customer service representative staff have influence on customer loyalty. Do organizations need a Customer Service Representative in their daily actives in the workplace? For year’s organizations have tried to implement full-scale strategic customer service to simply improve particular characteristics of its service. Either way, the organization is making improvements in customer service, and, although there are some low-cost and even no-cost ways of doing that (such as trusting known customers, 98 percent...
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...reference • Then, go to www.vision2learn.com and send your completed Assessment to your tutor via your My Study area – make sure it is clearly marked with your name, the course title and the Unit and Assessment number. Please note that this Assessment document has 13 pages and is made up of 5 Sections. Name: DONATAS MENDELIS Section 1 – Understand methods of communication with customers 1a) Use the table below to outline at least two different customer service situations and the different methods of communication that would be needed in these situations. |Situation |Methods of communication | |1. I was calling on 4354 Vodafone freedom freebee £10 offer to top |You may call free 191 to communicate verbally, but I needed to go online | |up and paid using my bank card for offered 150 minutes, unlimited |for ‘Vodafone – Freebees’ and join informal written communication method to| |texts, and 250MB free UK Internet Data for 30 days use. I should |contact Vodafone customer service via live chat. This is a way to get | |receive sms - the note about activated Vodafone £10 freedom freebee,|advice or sort out existing problem about your phone or plan, upgrade it, | |but service was suspended and delayed by unknown technical problem. |or get help with your phone, bill or account. Live chat – required writing | | ...
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...It’s always good to have customer service in a superstore, but what advantages of this will be positive. They could increase the sales which will prompt other businesses to want their own range of products sold in the store. If there was good customer service, customers would recommend the superstore to their family or friends. The business would be getting more customers, which gives them better rates and more profit. Customers that were satisfied about the customer service will become a repeat customer and come back whenever they need to. Satisfied customers also help create a positive working environment in the superstore. The role of any business is to keep customers happy at any cost because this will reflect the sales. Benefits of an employee: Staffs who deliver good customer service receive their customers’ appreciation and are further motivated to offer good customer service. Promotion will be offered to employees who provide a good service to customers and also some staff members could be given a bonus. Employers can also offer sick child care for those children who have a minor illness such as an earache or stomach ache. When a child has a minor illness parents have to take time off from work as most parents could not imagine not caring for their sick child themselves. Offering sick child care helps to minimize the guilt a parent often feels with having someone else care for their child during these times. The employer could allow additional times for the...
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...Company Information : Airtel Bangladesh Ltd. is a GSM-based cellular operator in Bangladesh. Airtel is the sixth mobile phone carrier to enter the Bangladesh market, and launched commercial operations on May 10, 2007. Warid Telecom International, an Abu Dhabi based consortium, sold a majority 70% stake in the company to India's Bharti Airtel Limited. Bharti Airtel is making a fresh investment of USD 300 million to rapidly expand the operations of Warid Telecom. This is the largest investment in Bangladesh by an Indian company. This is Bharti Airtel‟s second operation outside of India. Dhabi Group continues as a strategic partner retaining 30% shareholding and has its nominees on the Board of the Company. Bharti Airtel Limited took management control of the company and its board, and rebranded the company's services under its own airtel brand from 20 December 2010. The Bangladesh Telecommunication Regulatory Commission approved the deal on Jan 4, 2010. The new funding is being utilized for expansion of the network, both for coverage, capacity, and introduction of innovative products and services. As a result of this additional investment, the overall investment in the company will be in the region of USD 1 billion. Airtel Bangladesh Ltd. at Glance Type: Private Industry: Telecommunication Founded: December 1, 2010 (Registration date) Headquarters: House 34, Road 19/A, Banani, Dhaka 1213, Bangladesh Key people: Chris Tobit (Chief Executive Officer), Abhay...
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