...A CUSTOMER DEFECTION ANALYSIS FOR: LIBERTY TAX SERVICE Prepared By Alexandra Burge Teale Hocker Anna Schoonover Andy Ward Presented to Dr. James Walker for Strategic Marketing February 27, 2013 TABLE OF CONTENTS TABLE OF CONTENTS i EXECUTIVE SUMMARY ii INTRODUCTION 1 Background Information 1 Literature Review 2 METHOD 3 RESULTS 4 RECCOMENDATIONS 5 CONCLUSION 7 ACKNOWLEDGEMENTS 8 WORKS CITED 9 APPENDIX A 10 APPENDIX B 11 EXECUTIVE SUMMARY A customer defection analysis was carried out for Liberty Tax Service, referred to as Liberty Tax, to determine why customers had defected and provide recommendations on how to retain current and future customers. The analysis was based upon a survey performed on 20 of the 280 customers who had Liberty Tax perform their tax services in 2012 but did not return in 2013. The results of the analysis were divided into controllable, and uncontrollable reasons that customers defect. Controllable reasons found included poor customer service (10%), speed of service (30%) and opting for an online or do-it-yourself tax service (35%). An uncontrollable reason was that customers were moving from the area (25%). The analysis showed that if Liberty Tax retained all the customers who defected in the last year for controllable reasons they would increase revenues by $50,400.00. Finally, four recommendations to help improve retention and capture the lost revenues are given. It is recommended that employees receive more...
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...Liberty Tax Service S.W.O.T Analysis By: Lorne Wright Term: Winter Professor: Fairbrother Introduction Liberty Tax Service is a United States based business that specialize in the preparation of tax returns for both individuals and businesses. It originated in Canada in September 1997, when the Chief Executive Officer (CEO) John Hewitt acquired a Canadian tax franchisor, U& R Tax Depot. In 1998, the company became known as Liberty Tax Service and opened five offices in the U.S. The founder and CEO, Hewitt is nationally recognized within the tax industry. He is considered a veteran for his forty-four tax seasons of experience, founder of two top tax preparation firms, and for being a former regional director of H&R Block. His experience and prestige’s background landed him as one of the accounting profession’s top 100 most influential people eleven times. Strength Liberty Tax Service has several strengths. The major strength that this organization has is that it has a wide forum of accounting professionals. These accounting professional includes certified public accounting (CPA), chief financial officers (CFO), accounting students and community residents who have completed the liberty tax course. This enables liberty to serve all the members of the community effectively due to its professionally adequate structure of individuals. The ability to have all these professionals makes the organization look more attractive to the clients. This organization...
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...© Michael Lacewing Ra wls a nd No zick on jus tic e RAWLS: JUSTICE AND THE SOCIAL CONTRACT John Rawls’ theory of distributive justice (A Theory of Justice) is based on the idea that society is a system of cooperation for mutual advantage between individuals. As such, it is marked by both conflicts between differing individual interests and an identity of shared interests. Principles of justice should ‘define the appropriate distribution of the benefits and burdens of social co-operation’. (p. 4) Justice is the most important political value and applies to the ‘basic institutions of society’ – the political constitution and the institutions that regulate the market, property, family, freedom, and so on – because it is intimately connected to what society is and what it is for. If society is a matter of cooperation between equals for mutual advantage, the conditions for this cooperation need to be defended and any inequalities in social positions must be justified. And so the principles of justice, Rawls thinks, must be ‘the principles that free and rational persons concerned to further their own interests would accept in an initial position of equality as defining the fundamental terms of their association’ (p. 11). Justice, then, is fairness. What are the terms of the ‘social contract’? What principles of justice would we agree to in this situation? For our agreement to secure a fair, impartial procedure, we need to eliminate any possible bias towards, say...
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...D’Andrea Coulter Traina Government 2305 09/10/10 Liberalism “If by a “liberal” they mean someone who looks ahead and not behind, someone who welcomes new ideas without ridged reactions, someone who cares about the welfare of the people – their health, their housing, their schools, their jobs, their civil rights, and their civil liberties- someone who believes we can break through the stalemate and suspicions that grip us in our policies abroad, if that is what they mean by a “liberal” then I’m proud to say I’m a liberal” – John F. Kennedy Liberalism “is a political philosophy or worldview founded on ideas of liberty and equality.” (Girvetz). Liberals stand for the protection of individuals from being harmed by others and who better to protect these individuals then the government. However, they have their cons about government. Liberals notice it’s possible that the government can be a threat to liberty. They believe in the system that makes sure the government protect the citizens of America, but prevents those who governs the people not to abuse their power. The different schools of political thought that fall under the banner of liberalism are that liberals have many ideas that they support such as free and fair elections, private property, civil rights, religion, freedom of the press, sex education, paying taxes, social programs (like food stamps, social security and health care…etc.), and free trade. Liberalism and conservatism make the two major political...
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...protecting themselves from the intervention of government. This is sometimes seen as protective democracy, and it, for example, allows tax-payers to protect their property by controlling the composition of the tax-making body – hence the principle of ‘no taxation without representation’. Utilitarians have also linked democracy to the ability of individuals to advance or defend their interests, meaning that political democracy promotes ‘the greatest happiness for the greatest number’. Democracy has also been endorsed on the grounds that political participation has educational advantages. By participating in political life, citizens enhance their understanding, strengthen their sensibilities and achieve a higher level of personal development. This is sometimes called developmental democracy. Mill believed in individuality and fulfilling potential. A more modern liberal defence of democracy draws on pluralist ideas in arguing that democracy is the best means of maintaining equilibrium within complex and fluid modern societies. As democracy gives competing groups a political voice, it binds them to the political system and so maintains political stability. Democracy is rule by the people. Its ‘liberal’ features are reflected in a network of internal and external checks on government in order to protect citizens against the state and guarantee liberty. Therefore, democracy in most of the western countries takes place through a system of regular and competitive elections, universal...
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...Autonomy Rights In this case, Helen Kanell obtained a copy of the final exam from her best friend, who took and copied it from professor’s personal mailbox without permit. So, What Helen’s best friend did threatens the professor’s rights to property and privacy. If Helen got an A in this exam using the “inside information”, for the others including professor fellow classmates and members of Beta Alpha Psi, their right to truth is violated. Teachers should promise a fair exam in order to build a level playing field. That Helen’s friend could have access to the original exam questions and leak them out, however, threatens the professor’s right to promise. Finally, Nobody’s right to body is infringed in this particular case. Fairness Compare peers who should be equal. It is unfair between Helen and other classmates who work hard on the same exam because only Helen had the copy of the exam, just like a short cut in the marathon, thus she could work out the problems with much more time and got the right solution by all possible means. However, others couldn’t have the same privilege. Compare earned versus received treatment. It is unfair between that Helen spent the time and energy on the exam and got an A using the copy of exam her friends gave to her because examination are designed to test how much knowledge and skills students have acquired and whether they made well preparations for the exam. Usually more preparations means better outcomes. That Helen got good result...
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...Latin America spent many years ruled by colonial government. After gaining their freedom they formed republics. This action led to liberal movements, reforming laws, and seeking equality &liberty. Latin America wanted to incorporate two liberalism theories by John Locke and Jean-Jacque Rousseau. John Locke was the English version centered on securing land and liberty. Jean-Jacque Rousseau wanted unity and democracy. This attempt failed and they came to have Callidos. Callidos are charming individual who usually gain leadership with force or illegal activity. The elite caudillos were very strict in ruling. The ruled with force and felt they were superior to their people. In this regard, the people annoyed by the chaos and anarchy that had taken hold since the early decades of the independence would have stability and order. The folk caudillos were much like the democratic president here, in the US. The folk group was the smaller of the two. The people felt there leader should be one with people and act in their interest. The benefits of this group were the people felt represented and felt their traditions were guarded. Burns, B. (2008.). As seen in history the Europeans moving into America was gruesome and bloody. They brought with them diseases and alcohol disrupting the lifestyle of the already developed Indians. This led to the extermination of the natives. However, when the Europeans first came over they were more civil offering gifts in exchange for land and other...
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...Liberalism is defined by the desire to minimise the role of the state Liberalism’s view over the years has evolved and so as a result different liberals have different views on the state and how “large” it should be. Over the years the trend has fir liberals to become more “state-friendly” moving from classical liberals who preached for fragmented government to modern liberals who were state friendly, however since the 1960’s/70’s Neo liberals have tried to reverse this trend. Classical liberals such as John Locke, “the father of liberalism”, have argued that in order for the state to achieve and uphold its core principles such as individualism and liberty then the frontiers of the state should be rolled back and state power curbed, An example of this is Thomas Jeffersons quote “an effective gov’t is one who governs least”. A major debate at the heart of liberalism is how to achieve freedom, positive freedom where the state ‘enables and empowers’ the individual to do more and therefore that individual is more free, or negative freedom where the gov’t should be rolled back and not inhibit the individual to be able to do things, to allow the individual to grow with minimal state intervention, classical liberals subscribe to the latter and this links in with the core principle of individualism where due to classical liberals optimistic view of human nature they believe that it is in the human nature to be rational and not take advantage of less state intervention, a key argument...
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...1. dialogue Definition of dialogue in English: noun conversations in a book, play, or film/movie ‘The novel has long descriptions and not much dialogue.’ --This novel has long descriptions and not much dialogue. --The novel has short descriptions and not much dialogue. 2.Plastic Definition of plastic in English: Noun A synthetic material made from a wide range of organic polymers such as polyethylene, PVC, nylon, etc., that can be moulded into shape while soft, and then set into a rigid or slightly elastic form: ‘A holiday rep with huge white teeth and a plastic smile’ - A holiday likes a huge white teeth and a plastic smile. - An Unforgettable travel rep with a huge white teeth and a plastic smile. 3.Fundamentally Definition of fundamentally in English: Adverb In central or primary respects: ‘Two fundamentally different concepts of democracy.’ - Two fundamentally different concepts of hobbit. - Two fundamentally same concepts of democracy. 4.oral Definition of fundamentally in English: [usually before noun] spoken rather than written a test of both oral and written French ‘He was interested in oral history ’ --He was interested in oral cultures. --She was interested in oral history. 5.flies Definition of fundamentally in English: die/fall/drop like flies (informal) to die or fall down in very large numbers ‘People were dropping like flies in the intense heat.’ --You were dropping like flies in the intense heat. --She was dropping like...
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...On Liberty (1859) identified John Stuart Mill’s views on defence of liberty and limited government. Mill asserts that ‘nature and limits of the power which can be legitimately exercised over the individual.’ To encounter individual rights, what if the individual liberties of two people are getting conflict with each other? Mill states liberalism concerns about ‘harm principle’ which ‘the only purpose for which power can be rightfully exercised over any member of a civilised community, against his will, is to prevent harm to others.’ If the individual action does not directly harm other’s interests, the behaviour should not be interfered in spite of the refusal from general public. Harm is classified as ‘self-regarding’ and ‘other-regarding’ in which the authority can interfere with the latter. ‘Self-regarding’ is defined as harms only concerns personally, his independence of right, in which should not be prohibited under the major premise – being unaffected to any individual else. However, Mill argues that society has the responsibility of warming others to prevent an individual potential danger as other’s interests are going to be infringed . It presents the thought of ‘other-regarding’. Additionally, other-regarding is composed of ‘hurt’ and ‘harm’ among which ‘physical pain (a hurt) does not constitute a harm unless it also entails a setback to an interest.’ According to the excerpt, Mill declares ‘over himself, over his own body and mind, the individual is sovereign’...
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...Property Rights and Our Rights The two videos describe the importance of Property rights and our rights as individuals. In the first it discusses the importance of property rights. Although individuals at times feel that property rights are only for the “rich.” Though what people do not know is that property rights actually help us live together in peace and prosperity. Property rights pervade our social world, encouraging productive labor and reduce waste. For instance if there is a house that is foreclosed and no one has a clear understanding of who owned it the house would be left to ruin and waste away. Property rights are natural, they are essential for individuals living in societies; they establish happiness, peace, and prosperity. Though property rights are important for everyday life and everyday waste, actual rights establish moral concepts that establish the conditions within which we interact. Our rights establish a moral and ethical “code” that we live by. Rights condone rules, for example, say you want to make a square into a circle you are reasonably wrong; though wanting to murder someone that is ethically wrong and in violation of our rights. We need to understand the way our right are formed and how we need to follow them correctly. II enjoyed these videos because they tie into the Northwood idea. Property rights establish a way to preserve waste; much like we as individuals try to find way to preserve ourselves as individuals to be the best person we can be...
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...Political Science 330 March 23, 2014 Liberalism vs Socialism There have been many ways countries/colonies have been governed throughout history. Some forms of government were able to lead their people using peaceful means. Some were chaotic and involved massive bloodshed. Liberalism derived from the word liberty is a form of that has two forms, classical and modern. Classical liberalism heavily rooted from Jock Locke and Adam Smith of the seventeenth and eighteenth century. Modern liberalism introduced around the nineteenth century uses classical liberalism as a structured base with some modified theorists from Jane Adams and T. H. Green. Socialism introduced around the early nineteenth century is another form of government which is similar yet different than liberalism. Socialists deriving from the word society, believe in meeting basic needs of the entire society. Socialism has two types as well which include Marxism-Leninism and social democracy. Socialists and liberals share similar positions on many social issues such as civil rights, gay rights and gender equality. They oppose racism and sexism as well as keep religion out of the government. Both forms of government support Social Security, Medicare, Medicaid, minimum wage as well as other laws and regulations aimed at helping poor and working people. Classical and modern liberalism differ in slight but significant ways. In classical liberalism, the people are more important than the state. The people have their own...
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...The view of human nature and the role of the state: Human nature is difficult to define but can be summed up as the innate characteristics and traits that all human beings are born with, which is free from culture influence. What these characteristics and traits are, is often cause for debate as it is a general belief that these should apply to everyone. However the problem lies in the fact that no two humans are the same therefore reaching a unanimous decision on what human nature is, is near enough impossible. Over the years three ideologies have emerged as the leading theories on human nature; conservatism, classical liberalism and Marxism. The three have their own differing views on what the basis of human nature is. These ideologies have evolved into political parties and their policies are largely influenced by their views on human nature. This essay will look into the three ideologies, their beliefs on human nature and how this affects their view on the role of the state. The state is a sovereign entity within a clearly defined region which has monopoly of violence, thus holding the ability to create peace or war. Views on the state, in terms of its function and involvement in society, stems largely from ones ideas on human nature. The conservative view on human nature is quite pessimistic. Conservatism is largely based around the theories of Thomas Hobbes who developed these theories around the time of a civil war in the 17th century. This could possibly explain...
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...Unit: 8 Individuals rights in health and social care Criteria: 1, 2-L1 Identify service users that you interact with or have knowledge of. Identify their rights to when access and using health and social care services | Identify two legislations that protect the rights of the service users. Give an example how relevant legislation protects a service user. | Mental healthLearning disabilitiesReceive appropriate careChildrenAdultsyoung people | Human rights act (1998): right to life, freedom, right to fair trial, right to liberty, right not to be punished for something that was not a crime when you did it.Equality act (2010): protects people from discrimination, harassment and victimisation depending on age, disability, gender reassignment, marriage and civil partnership etc. | Criteria: P1, P2- L2 Summarise the individual rights of service users in health and social care | Describe how current and relevant legislation that protect the rights of the service users. Give two examples how relevant legislation protects a service user. | Individuals using health and social care services rights protected by laws, legislations, policies such as data protection, safe guarding. which allows them to be respected, safe, independent, given privacy, treated as an individual , for staff to work in partnership with the parents, carers and other agencies, to be given rights, to be treated with dignity, expect staff not be breach confidentiality, for staff to know each...
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...John Locke’s philosophy on property rights begins with his belief that God gave “The earth and all that is therein is given to men for the support and comfort of their being” (p.115, para. 25) and in order to benefit from the earth’s bountiful resources, man must “…appropriate them some way or other…” (p.116, para. 25). Locke’s initial reference to the concept of property and ownership comes when he discusses how “…every man has a “property” in his own “person”” (p. 116, para. 26). His words, “The “labour” of his body and the “work” of his hands…” (p.116, para 26) and the acorn/apple example offer an understanding of when, exactly, Locke states property ownership and/or property rights take affect. “…If the first gathering made them not...
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