catering etc • Price • Offers and deals • Customer Service • Cleanliness – front and back of house • Quality • Location • Contact details and • Competitions * Not limited to these areas. Information/scoring data would be obtained by mystery shoppers and latterly by website members who can supply feedback about visits and encounters FFF would honour a FF provider every quarter, based on the best weighted scores. The winner would receive a further full page write-up about the staff, management
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1. What would you recommend to guard against this comment? "Traditionally, Retailers & Suppliers just don't like to share supply chain information with each other. 2. Why would a retailer use Mystery Shopper rather than other forms of observation? Are there any instances when you would not recommend. Why or Why not? 3. Comment on this statement, "A poor location may be such a liability that even superior Retailers cannot overcome it" Is it always true, give Examples 4. What is
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Date: 26 August 2014 Assignment Topic: Customer Relationship Management Student Name : Alicia Yap Siew Kuan Student ID number: 1006453 Introduction Customer Relationship Management is a business organization that aims to understand and anticipate the customer’s needs and wants by using technology to enhance the company business. Customer Relationship Management is a business strategic that continue to build the long term customer and company profit value by targeting and refining customer
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Question 1: Assuming Bachand’s proposed system is accepted; compare the profitability of a franchised PK store to a corporate-owned store. Answer: In my point of view the proposed system of Bachand seems to be more profitable for PK in contrast to the current franchise system. I would like to quote following reasons in favor of my conception: Incentive system: In the franchise system franchisee was to be had a definite salary of $50000 but he had full liberty to draw as large salary as he
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Delivering Customer Service At the current moment, Senior VP of Administration Christine Day is contemplating howshe will pitch her plan to improve Starbucks’ customer satisfaction scores. On paper, thecompanies self imposed “snap shot” program of mystery shoppers paints a picture thatthe stores are operating effectively in the areas they feel drive customer satisfaction.However, recent surveys have revealed that the company’s perception of what drivescustomer satisfaction varies from the actual expectations
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includes gathering information from existing internal sources, such as sales figures and customer data which is already collected by the company. External primary research includes gathering new information from customers by surveys, focus groups, mystery shoppers, etc. Secondary research is a less specific way of gathering information. For this type of research, Samsung uses existing data. Here is also the Internal and External research. Internal secondary research gathers information from sales representatives
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can potentially affect a local shopper in Chile. Most of the ideas presented in the book associate with international connections and some that The Wal-Mart Effect alludes to are very intellectual that I certainly agree with. 2. How does this theory affect your everyday life? Apart from just being an international chain that I shop at everyday, Wal-Mart has changed shopping into a high-resolution portrait of economics, and The Wal-Mart Effect deciphers the mysteries of how the
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Introduction The situation under investigation is Commerce Bank. Vernon W. Hill is the Founder and former CEO of Commerce Bank, which was founded in 1973 under the motto “The world,…did not need another “me-too” bank. The Bank started with no capital and no brand name, nonetheless Hill managed to differentiate himself from his competitors. Commerce Bank operates more comparable to retailers such as Starbucks and Home Depot rather than a typical bank. Many people choose said retailers over competitors
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Modeled on Observation and Mystery Shoppers Environment |Cleanness |ˇ 1 mark for no rubbish, ant, insect |口 0 mark for none | | |and mosquito in the store area | | |Orderliness of merchandise display |ˇ 1 mark for all merchandise located in|口 0 mark for none | | |suitable area
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Executive Summary Commerce Bank was founded in 1973 and it was conceived with a very unusual approach towards the standards in the banking industry at that time. The bank opted to focus on customer relationship, providing a “retailer like” experience which enabled them to grow substantially in the following years with outstanding results among all its competitors. The strategy of Commerce Bank was intended to attract customers interested in characteristics such as convenience and service rather
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