...New Product or Service Division Gregory A Osborn Jr. BUS/475 October 26, 2015 Dr. Joseph Glasgow Business Model and Strategic Plan Part I: Conceptualizing a New Product or Service The convenience store industry is a growing market and provides everyone with ease throughout their busy daily lives. Convenience stores have a fuel offer along with a wide variety of snacks, beverages, and groceries. Some of them are now offering built to order food and drink products which is helping the industry grow and attracting more consumers. QuikTrip (QT) is one of these companies in this industry and its first store was opened in Tulsa, OK on September 25, 1958 by Chester Cadieux ("QuikTrip Corporation", 2015). QuikTrip is always focusing on improving their product and service division to generate more business. To enhance their company I have generated an idea for a new service that will also bring a variety of new product to their stores and increase their offer and sales within the company. New Product and Service QuikTrip has many competitors in the convenience store industry and some of their main ones are Wawa, RaceTrac Circle K, and 7 Eleven. Many of these companies have similar products but also have some of their own personal products to differentiate themselves from one another. Typically the attraction to the company would be the customer service that is delivered...
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...strong customer base and a great reputation. It has great reliability with guaranteed overnight delivery. It has no restriction on the size of packages it ships. It guarantees the safety of the shipments for the customers and offers a claim process online if there are any problems. FedEx has great market presence with service to more than 220 countries and territories (N/A) throughout the world. FedEx has online services to make the shipping process simple and easy to use. Internet access to parcels’ whereabouts in real-time as the parcel moves to its destination and automated custom clearance to speed up the deliveries. The internet website provides up-to-date news information on all things that matter to their customers. Well-trained employees handle the packages throughout the service channels on the ground and in the air every day. FedEx partnering with Canada Post to develop Priority™ Worldwide- international priority service sold through Canada Post outlets. Weaknesses FedEx has high maintenance expenses on the transportation it uses to ship packages. With over 637 cargo planes and 43,500 vans delivering packages every day (Williams, Kondra, & Vibert, 2008), FedEx is susceptible to the breakdown of the transportation it uses to ship. It has a tight delivery time frame with its guaranteed overnight delivery service. If one of its planes or vans is not on time, gets held at a border crossing, or loses a package and cannot deliver on its promise to its customers- it...
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...convenience, courteous, service, and golden arches. Consumers associate upscale, top-quality, high fashion, brand-name and high-quality customer service when they hear or speak of Nordstrom. Nordstrom number one goal is providing the highest level of customer service as well as continuing to improve their customer service. An example of providing great customer service is when a consumer purchased tired from Northern Commercial, a company that Nordstrom purchased, and needed to return the tires originally purchased from Northern Commercial. Nordstrom does not sell tires but they accepted the return and provided a full refund with no questions asked. Sales associates sending thank you card to customer who have made purchases and customer’s special order items being hand delivered to their homes are another way Nordstrom provides high quality service. Nordstrom creating a loyalty program for its customer based on their spending is a way of improving customer service. Customer who spends a certain amount of money annual can enjoy benefits such as free alterations, free shipping champagne, live music, access to fashion shows and much more. This makes the customer feel valued and appreciated especially when a customer is spending thousands of dollars annually. Nordstrom can continue to improve their customer service and increase brand awareness by continuing to consider making sure the customer is satisfied a priority. Nordstrom can interact with its customer on social media by creating...
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...Simon Sinek on “How great leaders inspire action” is a very informative lecture that best describes how consumers are attracted to a product. Simon states that consumers make a decision on products based on why a manufacture or company develops their idea versus on the end result (Sinek, 2009). Based on the lecture of Simon the company that I am thinking of developing will be based on the passion of the customer service industry that I believe in. Upon researching on businesses that utilize ideas that my company will use, I found that we have three ideas which are: Create the Context, define and Train to a Standard; a Common Language for Your Organization, Design Customer Service Training Focused on Attitudes and Behaviors (Johnson, 1998). The type of business that I am planning on launching is in the customer service industry. The reason I have decided to enter this venture is because many companies that would like develop a strong customer service based employees, would have to obtain the proper training in order to meet set goals. The main reason why I decided to choose this venture is because I have over ten years of customer service. I have worked in the banking industry. In the banking industry I started as a bank teller then being promoted to customer service, then to a call center. The banking industry is a very tough working environment when interacting with customers. The most important thing was being able to provide world class customer service while being able...
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...Providing Quality Service Strayer University Quality Service Assurance HTM150 Dr. Cecily Anthony August 23, 2014 In the hospitality world quality service is the key difference between good, bad, and indifferent hospitality companies. When you have good customer service people will come back, bad customer service will drive people away and keep the company from attracting new guests. What a company can do is devise a guest strategy that gets the guests involved (Lewis, 2004). Some ways that the guest can be involved in hospitality are: consultant or source of expertise and quality information, marketer, part of the environment for other guests, co-producers of the experience, or as a manager of the service providers and system. Some of these sound absurd but they are very prevalent in the hospitality industry (Lewis, 2004). GUESTS AS UNPAID CONSULTANTS Many organizations will use different ways to get feedback from the guests, such as guest cards to get the guests likes and dislikes. When this happens the guest becomes an unpaid consultant and even act as quality control inspectors. As the input from the guests as to their experience becomes part of information that managers will use to make changes to the delivery system, environment, and the service product, that makes the guests consultants as the give important feedback to company (Ford, Strurman, & Cherrill, 2012). This strategy is not new as many originations use feedback from their customers to help make the...
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...ExtendSim can be a great tool for a wide variety of companies and their decision makers. We used the software to create a model to provide information about employee utilization and average customer wait times that can be used by bank managers and human resources. Bank managers and HR can use the information provided by the model to find a combination of employees that improves their efficiency while also cutting down customer wait times, and overall improves the efficiency of bank operations. In our first simulation we used a combination of 4 tellers, 2 loan agents, and 2 customer service representatives. Two key statistics we were evaluating during the simulation were utilization and average wait time. Utilization is simply how often an employee is working during their shift, with 1 being the highest possible outcome and being equivalent to working 100% of the time. The average wait time is the average number of minutes a customer waits in line before being served. With 4 tellers the utilization for that section of the bank was .682 and the average wait was .726. In my opinion both of these numbers are low. When an employee is on the clock they should really only have about 10% down time, and in this scenario each of the tellers spent about 32% of their time doing nothing. Customers had to wait less than a minute to be served, which is great, but if a person walks into a bank I think they’d still be satisfied with a longer wait. Two loan agents had a utilization...
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...Behavioral Impacts of Customer Service - The service industry has a strong impact on the economy whether positive in a strong service sector or negative in a weak one. The book speaks about this in Chapter two and how the service economy relates directly the the direct region as well as other parts of a country's economy. An important aspect to look at that may not be noticed by all is the service sector AND the population in relation to. Ultimately the population determines the success of a service economy. If you have 1000 employed workers in the industry with a population of only 4000 it will be much stronger than 5000 workers in a region with population of 50,000. With Profesor Levinson's example of Atlantic City it has a very large working forice betweent the Hotels, Casinos, Malls, Outlets and on but with that comes a even larger population. The more money people are getting from working the more money they have to spend and putting it back into small businesses increases the economy within the area. The books post stating “...an outgrowth of service quality is customer satisfaction, measured as the difference between the service that a customer expects and the perceived quality of what is actually delivered.” could not be more spot on in regars to customer service and long-term profitability. When we go out to dinner, wait on lines at an amusement park, purchase something online or over the phone we knowingly or unknowingly form an idea of how the service will be and what...
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...with an hour. Show great customer service with doctors, laboratory technician and eyeglass frames in store locations. In this case study characteristics of LensCrafters will be reviewed on many levels. The topics of chose range from Customer Benefit Package (CBP), strategy and competitive priorities, service delivery system design, and service encounter design. In the readings below, the write has developed an analogy on LensCrafters. The analogy is based on LensCrafters’ case study from textbook and other resources. Introduction: History A subsidiary of Italy's Luxottica SpA, U.S.-based LensCrafters Inc. is the world's leading retailer of eyewear. Celebrating its 15th anniversary in 1998, the company was a pioneer of the "super optical" segment. Its’ phenomenal growth under U.S. Shoe in the 1980s culminated in Luxottica's 1995 acquisition. With over 700 outlets across the United States, Canada, and Puerto Rico, the chain boasts a seven percent share of the domestic retail eyewear market. The company was expected to cross the $1 billion sales mark in 1997, a tripling of revenues from 1987's $305 million. LensCrafters was founded in 1983 by Dean Butler, a 38-year-old who had previously worked at Procter & Gamble. Butler, whom also came up with the idea, frames ready within an hour. Strategy and Competitive Priorities LensCrafters’ mission statement is focusing on the customers. This means delivering outstanding customer service creating great Eyewear within...
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...Speech on service: 1. Thank you Mag Rad for the invite / Russia language not so good / Only 20 mins to talk about business in Russia and customer service – I love Russia 2. Great customer service is understanding that Service is your product – not shoes, not food a. Rule 1: believe that great customer service is your product: this is what produces success (NOT your product) b. Rule 2: know that emotions drive behavior: what emotions do you want your customers to have in order to be loyal to you? What emotions do you want your staff to have to be engaged and motivated by you? c. Rule 3: what behaviors are realistic, consistent and sustainable: consistency is more important than occasional excellence (as McDonalds have proven so well!), and constantly seek to improve behaviors little by little, every day and every week d. Rule 4: measure your results, as well as your profits: the results you need to measure are your customers’ opinion of your behaviors, because this will determine your future success 3. Ok – Now you want to sell service, but you’ve never seen it and you live in Russian e. Compliment one, the other says…? / So I don’t compliment my staff? f. I got a 5, great, what did your friends get? g. Teamwork 4. Lead by example – show them how it’s done. 5. HALT – stop because you can’t provide service h. Hungry / Angry / Lonely / Tired i. Top places to work – google, southwest, etc...
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...Food Service Training Karen Hill 01/20/2015 NS205 Kaplan University Introduction Today I will be discussing how to train a new employee in a restaurant. I will also discuss why training is important, as well as what type of training is sufficient. There are many different types of training methods some use technology, other use books, and hands on training. After reading my food service training discussion you will know how to properly train your employees. Training employees profoundly is essential for any successful business. Food service is a customer contact intensive business with many obstacles. Employees need to pay attention to customer demands. If you train you employees to display the personality of your establishment you will have a high volume of customers. In the restaurant business it is all about the quality and speed of service. Staff must manage the force effectively and training will help your business achieve its goal. There is no right or wrong way to train your employees. So let’s discuss different training methods that will work. “Shadowing is an interpersonal form of demonstration.” When using the shadowing method your trainee will follow a long time employee of yours around for a few days. This helps the trainee get a feel for what to expect as well as gives them a chance to experience real life situations. I like this method because once the trainee feels they are comfortable enough they can make an attempt to help a customer. Also, this method...
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...Final Project on Customer Service Visual literacy is the ability to comprehend, make meaning of, and communicate through visual means, usually in the form of images or multimedia. Most people never took the time to realize how much it’s used on the daily basis. Everywhere a person may look rather it’s the television, billboards, social media, magazines and etc. The reason of picking the way to deliver my message was through Power Point because it is the easiest way to present a message to a large number of people. It has It has many styles, forms and custom layout. PowerPoint allows the presenter to add exciting elements like video, animations, photos and music. With all these features that allow presenters to better engage the audience and help grab attention and break up unexciting lectures or speeches. It also includes a notes feature that lets presenters. This helps presenters better remember the flow of the slides and cover important points with using notes. It also helps keep the present organized and focus as far as getting the message across to the audience. This message will be discussing the importance of customer Service in a business setting. Customer Service is the overall activity of identifying and satisfying customer’s needs. It plays a huge factor in a business and is the most important ingredient of the marketing mix for products and services. The purpose of this message is to reach out to employees that work for different business all around the...
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... Professor: Matt Keogh The four competitive strategies are Operational excellence, New products, Services, and Business Models, and Customer and Supplier Intimacy and Improved Decision making. In the company I work for operational excellence and the use of information systems and technology is what has kept us in business. Operational excellence is trying to perfect a company’s efficiency and maximize profits in an ever changing market and environment. Also in the company I work for and have worked for now for 27 years there has been great changes in Services and business models more than new products. When servicing customers the company uses the internet for sales and letting customers know what inventory is available to them where in the past there had to be phone calls to marketing to know what was available. Also technology has replaced human decision making and know computers make all decisions. With all the Information and technology changes the company has become totally changed for the better in profits and production and customer service. Once again addressing customer and supplier intimacy has improved greatly over time with information systems and technology by using internet services so that customer can see inventory they need without having to call a company to see what is available. With these kinds of information systems in place for easy use by customers they will always come back to you. If a business today does not use up to date technology that business...
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...such as the strength of company military recruiting efforts, the percentage of new hires with prior military service, retention programs, and company policies on National Guard and Reserve service. 2. Keen eye to Acquisition- Southwest acquired Air Tran Airway which offers coast to coast nearly international service with 400 flights a day to 48 destinations. This airline offers business class and assigned seating in which Southwest does not. 3. Best low fare carrier- of all the airlines to date Southwest has capitalized on the market for low fare, point to point as well as nearly international (AirTran). 4. Internet maximization- Southwest offers great deals all the time for booking online. 5. Most productive airline (low cost fueling) -It uses one aircraft type and therefore gains efficiency as variety promotes inefficiency. 6. Comfortable travelling experience-leather seats, great customer service and less lay overs if any (point to point). Let's look at the mission of Southwest Airlines first. Southwest is dedicated to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit. After 38 years of service, Southwest Airlines, is the USA's leading low-fare carrier, continues to differentiate itself from other airlines--offering a reliable product with exemplary Customer Service. It achieves low cost by flying from/to less popular and expensive city airports in the USA. It uses one aircraft...
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...their customers in order to grow internationally. Starbucks needs to stop worrying about so many different things. They need to stop trying to come up with new ideas for their customers. People go there because they love getting a delicious coffee. Customers want to come by in the morning, and get a warm, yummy coffee everyday. In addition Starbucks also desires customers loyalty. It is important to stay consistent with their bold flavor. Starbuck needs to focus on taking the time to perfect each drank. In 2013, the cost of a cup of coffee went up 10 cents. Even though it rose, Starbucks still remains a top choice because people love the taste. (Investor's Business Daily) Starbucks employees need to realize that people will come as long as they do their job in making flawless drinks. If Starbucks focuses on this, I think they will continue to grow at rapid speeds with minimal complications. Corporations need to reevaluate their original growth. Most people will tell you they started coming in the beginning because they loved taste of Starbucks’ strong coffees. They must keep this idea going to keep them to keep growing in the right way. Customers love the taste at Starbucks, but Starbucks is hurting customer service department. Starbucks made terrible scores with customer service. Starbucks trains a great deal on drink making, but they need to train even more on friendliness. Most people have that have been to chick-fil-a find their approach to customer service...
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...is an online shoe store, providing customers with a great number of sizes, styles and brands. What Zappos applies is the Loyalty business model, which reflected in two ways. a. The loyalty of Zappos employees: the firm proposed “the offer” as a bonus to employees if they quit, which is an incentive for employees to quit. However, the employees that stay will be very committed to Zappos. b. The loyalty of Zappos’ customers: the services that Zappos offers to its customers are very attractive and beneficial to customers. For example, free delivers, 4-day delivery window and a 365-day return guarantee. All these services help Zappos gain more loyal customers. Their revenues are mostly come from its repeat customers. Critical Success: a. Timeliness of shipment: because as the business of Zappos grew, Zappos was confronted with the issues that their customers’ orders can’t be shipped on time. So Zappos opened its own warehouse and fulfillment centers, and of course hiring more employees to satisfy this high demand. Therefore, by implementing this set of actions, Zappos can offer the best selection of shoes available everywhere online. b. Training of employees: new employees must complete an intensive four-week training program, which let them better understand the company’s culture, business strategy and process. By training them, employees can enhance customer’s satisfaction. c. Customer services: Zappos focus on customer satisfaction. The orders will be accurately...
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