Customer And Kohl

Customer and Kohl
Jones International University
Marketing Management
BBA 304
Assignment 8. 2
Prof. Fergus Rea By
Kelly Charles
22 November 2010
Table of context
Introduction
Assignment 1.2: Course Project–Target Company Profile and Its Approach to Marketing
Assignment 2.2: Course Project–Marketing Environment Analysis
Assignment 3.2: Course Project– Market Segmentation
Assignment 4.2: Course Project– Customer Behavior Analysis
Assignment 5.2: Course Project–Product Strategy
Assignment 6.2: Course ... Show more content on Helpwriting.net ...
The Kohl 's private brands include Apt. 9, Sonoma, Croft & Barrow, Jumping Beans, Urban
Pipeline, Moments, and Tek Gear. Some of Kohl 's national brands include Reebok, Adidas, Fila
Sports, Nike, Haggar, Dockers, Gloria Vanderbilt, Columbia Sportswear, Speedo, OshKosh B 'Gosh,
Carter 's, Champion, Jockey, and Asics.
Kohl's corporation operates 354 family oriented specialty department stores that have quality brand
merchandise priced to provide value to customers. Kohl's stores moderately priced apparel, shoes,

accessories, and home products that target middle income customers shopping for their homes and
families. Its customers are people who get excited about shopping for merchandise at a great value.
Kohl's serve almost all people regardless of taste, style, or age. Competitors are one of Kohl's major
concerns. A crucial competitor to Kohl's is Target. Data compared in the last three years showed that
Kohl's has clearly out performed Target revenue growth every year. Kohl's surpassed Target
operating margin in 2005 and 2006. Kohl's high profit margins could serve as a deterrent for price
wars since it could lower prices more than its
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Customer Service And Customer Success
Customer service and customer success continues to be a big elephant in the room for many
businesses. While most of today's businesses have some level of training in customer service, many
don't take customer service seriously enough.
But data consistently shows that customers are increasingly focused on the level of service they
receive. A majority of today's consumers is prepared to switch if the service they receive isn't up to
standard. But what is behind the enhanced focus on customer service and can companies truly
benefit from better customer service? This guide will look at the reasons 21st century is the century
for understanding customer service.
What is Customer Service / Customer Success all about?
Customer service is a concept most people in business know about but not everyone truly
understands its importance. Customer service is essentially a crucial part of the product or service
your business offers, as it can directly influence the customer experience of the given product. This
means that customer service is an important part of building the brand.
Customer service is often taken care of by special customer service representatives. In fact, most
companies often have a specific customer service department, which deals with customer enquiries
over the telephone, but increasingly also through different online methods such as e–mail and chat.
While customer service representatives play a crucial role in nurturing customer relationships, most
employees in

Customer Service
Customer Service at Datatronics Datatronics is an organization that serves their customers with
Enterprise Resource Planning integrated solutions. Their growth is mainly attributed to acquisitions
of smaller competitors. E–Z RP was such a company that despite its inferior size compared to
Datatronics was able to succeed and outperform Datatronics on grounds of customer service and
customer satisfaction. Datatronics recognized the fact and acquired E–Z RP with the aim to improve
in that respective area. Just as it is the case with most acquisitions, job uncertainty at E–Z RP came
into question when the acquisition was announced, however, all of the employees were able to
remain employed. The issue was that most of the positions E–Z RP ... Show more content on
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Case Questions 1. Outline the specific information that Matt should collect to build a case for
improving customer service at Datatronics. 2. Describe your top ideas for Matt to present to Joel
next week. 3. How would Matt get Joel to support his ideas? 1. In order to improve customer service
at Datatronics Matt will need to present a solid case in which he should consider the following
items: How many customer service representatives are working in the Datatronics call center? What
is their current knowledge of the products and what are some of the areas they will need to catch up
on? How much time does a CSR spend on a single call on average? How many calls end up
unresolved with the first call? What is the potential for reducing that time through improved
education of CSR's? How is the training being conducted on existing reps and new hires currently
and how much time exactly is being allocated to that activity? Provide a means for customers to
provide feedback after calls to acquire their satisfaction score on the overall service experience and
allow them to point to areas that need improvement o Information must be allowed to be fed back to
the individual development teams to allow for controls to be put in place for product improvement
Conduct anonymous CSR survey about working conditions and their own satisfaction levels along
with an opportunity to provide ideas for

Rethinking The Customer Journey?
Rethinking the Customer Journey: 3 Ways to Engage Your Customers
Does the customer journey really matter? Will analyzing the customer journey help you deliver
more value to your clients? Can it improve your profits and sales?
To answer that question, look no further than Casper. This company is upending a 14 billion
industry. They aren't doing it by putting out a mattress at a rock–bottom price. They aren't making
the Rolex of mattresses either. They're providing value by ameliorating and improving the customer
journey.
Let's take a look at what that practically means. Buying a mattress is hard. It's something that you
only do once every 8–10 years, so consumers aren't specialists at evaluating their needs. Memory
foam. Cooling gel. ... Show more content on Helpwriting.net ...
Every bit of data is usable.
Avoid Jargon– People don't like it, and they often don't understand it. One way to reduce business
jargon is by using Unsuck–It. For instance, they substitute the word "optimize" for "improve." Your
surveys should be as simple as possible.
Avoid Complex Wording– Reducing jargon is a fantastic way to make a more accessible survey. Yet,
language devoid of jargon can still be complex to read. For instance, if you have really long
sentences or overuse the passive voice, comprehension may be affected. You can reduce complexity
in your writing with the Hemingway App. It will suggest edits for you. Keep in mind the
Hemingway App is software that makes automatic recommendations. Always keep in mind there are
times when you should disobey the Hemingway App.
Don't Preselect Answers– If you want more engagement, you want honest feedback. One way to
skew your data is to preselect forms. It's self–explanatory. If you compel people to make a choice,
it's more likely to be their choice. If you pre–select an answer, they may roll along with inertia.
Use the Likert Scale– The Likert Scale is the most popular survey approach that scales responses. It
was invented by psychologist Rensis Likert. The psychologist noticed something powerful about
surveys. A simple "yes" or "no" doesn't capture people's full range of emotions when it comes to
answering a question. So, instead of a yes or

Rude Customers In The Workplace
My job is fairly simple, but it can also be challenging at times when I have to deal with certain rude
customers. I work as a cashier at Thriftway in Mt.Vernon balancing and counting a cash drawer,
ringing customers items up, bagging groceries, cleaning my workspace and around my workspace,
taking my register trash out, stocking the baby/medicine aisle, and being nice and friendly to all of
my customers. At my job, I have to be sure to treat all of my customers with respect and fairness no
matter the age, size, or relationship you may have with a certain person. Once I ring up a customer, I
must cash them out, help with bagging if needed, and then clean my register if no other customer is
in line. When there are no customers at all, I am

Customer
Marketing environment is constantly changing over time. A famous marketer Philip Kotler (2003,
cited in Taupau and Boscor, 2011, p.51) once insisted that a successful company should focus on its
products and profits. But now, marketers tend to regard satisfying customer needs as one of the key
elements of achieving success under contemporary marketing environment where is filled with
fierce competition. This indicates that many firms nowadays always attempt to identify customer
needs and concentrate its production and strategies on customer demand in order to survive in the
market. This essay will firstly clarify the reasons behind the trend, which is followed by discussing
the merits and demerits of an organization put an emphasis on ... Show more content on
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It is unquestionable that the customer–oriented marketing strategy made Tesco a leading corporate
in retailing industry.
However, according to Miranda Brookins, there are both merits and demerits for organizations
becoming customer–focused. As for advantages, in the first place, 'it helps organizations create
loyalty among consumers' (Brookins, M., 2013). In the second place, it will increase referrals. That
is to say that as customers become loyal, they will be more willing to mention the company as well
as products and services during the communication between them and their friends and families.
This WOM (word–of–mouth) will reduce a considerable amount of publicity cost for the company.
Nevertheless, there are still disadvantages. The first one is that if the strategy of a company only
relies on customers' needs, it will become less innovative in terms of bringing forward new ideas
which will slow down the pace of its development. Secondly, 'the needs of customers are ever–
changing' (Brookins, M., 2013). Thus, those customer–focused companies have to change their
plans ceaselessly to keep pace with consumers' wants, which requires lots of resources ranging from
financial to human. It is not only costly but also time–consuming.
Although it is more likely for an organization like Tesco who sticks to the customer–focused
strategy to obtain success in the market, there are still challenges for such organizations to face. First
of all, the

Customer Service
Today in the face of fierce market competition, the decisive factor for the long–term prosperity of
the company is strong trusting relationships with customers. Quality customer service is not only
one of the competitive advantages, in many areas it has become the only competitive advantage.
Quality of service is the new standard by which customers judge the quality of the product.
Customer service is a kind of sale, because the good service makes the customer to come to you and
to buy from you more often. According to the research of American Management Association,
regular customers who buy from you again and again, because they like the service, provide an
average of 65% of company sales. One of the main problems is that managers do not ... Show more
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Advance booking system helps to provide a cost–effective occupancy rate of the hotel. Therefore,
representatives of the business department are trying to make contact with the organizers of
congresses, symposiums meetings, to ensure stable operation of the hotel.
d) Hotel executive departments include accounting and Human Resources. The responsibility of
accounting is keeping a single financial account of the enterprise, which includes income from sales,
cost accounting and income for the whole company, conducting operations in the payment of wages.
e) Service operation ensures the uninterrupted operation of all life support systems of the hotel
(electricity, water supply, ventilation, air conditioning, communications, lift facilities), safety of
guests and staff, maintenance of equipment, furniture and fixtures.
Directors of other areas are responsible for maintaining a high level of service provided in all areas
of hotel services.
2. Sufficient funding. The company gladly provides funds for professional development and
implementation of service strategy. To perform its activities hotels should have various means of
labor. The set of instruments of labor, operating in the hospitality industry, makes the material and
technical base. Material and technical base is the basis for the development of the hotel industry, as
it creates all the necessary conditions for serving guests a full

Customer Satisfaction
IMPROVING QUALITY AND ACCESS TO SERVICES AND SUPPORTS IN VULNERABLE
NEIGHBORHOODS
IMPROVING QUALITY AND ACCESS TO SERVICES AND SUPPORTS IN VULNERABLE
NEIGHBORHOODS
February 2007
TABLE OF CONTENTS
I. Introduction ................................................................................................................... 7 II. What
will a Customer Satisfaction Framework Offer ........................... 9
A. A Hypothetical Example – Application to Public Human Services ......................... 9 B.
A Hypothetical Example of an Engaged and Informed Resident Consumer Strategy ... Show more
Improving service quality to meet customers' standards is an ongoing part of doing business. In this
way, customers drive the market and the organization. At the same time that organizations act to
attract and satisfy customers, the customers themselves exercise ultimate influence. Their
satisfaction depends on both their expectations and their treatment. Through their choices, customers
decide which organizations survive and thrive, determine what goods and services are available, and
shape how they are provided. In addition to using their purchasing power, informed consumers can
shape the marketplace by communicating their preferences and standards to organizations that are
poised to listen and respond.
Contents of This Paper
For both service providers and consumers, making customer satisfaction a priority involves a
fundamental shift in thinking, organizing and acting. The customer satisfaction framework proposed
in this paper explores the potential of a customer satisfaction orientation as a means for improving
the goods and services, including those provided by the public sector, available to residents of tough
neighborhoods. This paper describes the ideas and research underlying the framework and potential
strategies for moving from concepts to action.

7
Customer Satisfaction: Improving Quality and

Delighted Customer
what could be done to improve? Delighted customer, human resource management, and also
technological innovation that I talk about previously, Air & Sea Travel Center could have become a
better business organization with my proposals. First, Delighted customer, obviously Air & Sea
Travel Center have done a great job keep up its service quality, they have weekly meeting for
discussion of any issues and complaints, they brainstorming the ideas about how to solve the issue
together. I have been understanding the market segmentation of this organization, mostly our
delighted customers are Baby Boomer and Generation X, it is rarely to see any Generation Y, what
we called Millennial. When I asked my supervisor why I have seen a lot of customer of this business
are senior people, she told me younger people would not able to afford ... Show more content on
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Someday a generation would end, so I recommending the organization start change its target market
by providing some new, adventurous, and affordable short–time tours to the Millennial.
Second, I would like to take about what I think would be better for human resource management at
Air & Sea Travel Center. In peak season of vacation, it seem the organization is lacking work force,
not only a single person would handle huge amount of work but also consulting with customer is
time–consuming while customer could wait a long time before the next available person to
approach. I recommending to recruit seasonal job position to help the business in peak season, keep
in contact of knowledgeable, and skillful seasonal employee for peak seasons could help a lot for
business growth.
Third and lastly, I would like to talk about technological innovation. I remembering the change from
using pen for essay papers in old times to

Relationship With Customer And Client
Establish Relationship with customer/client: When customers come to place an order, they are either
directed to the marketing classroom or someone is called to the school office to meet with them.
When in the classroom, the customers see first hand how the product is made. They see students
diligently weeding vinyl, pressing articles of clothing, and laying banners out. This is interesting to
the customer because they like to see how their product is made. This also endears them to the
marketing program as a whole because they see the students who benefit from their purchases.
When a student is sent to the office to meet with the customers, they make the initial connection.
This is when the students probes for information about the ... Show more content on Helpwriting.net
...
If the product was not a custom order and the customer decided that they do not like their order, they
may return the product, as long as it has not been worn. We do not give refunds, but we will give
credit towards a new product of their choosing.
An example of our return policy is when a customer comes back with a shirt that has vinyl lettering
coming off, we will fix the shirt since the vinyl coming off is an indicator that we did not press the
shirt long enough. We would apologize for this error and offer the customer a discount on a future
order.
Process sales documentation: At the conclusion of order, an invoice is generated in the marketing
classroom. Customers then pay our bookkeeper who in turn, gives a receipt to customers and
invoices to the marketing program. The invoices is then put on file and used to gather data, such as
how much standard inventory to buy. Students learn how to file invoices, with advisors keeping a
close watch to make sure it's done correctly. Many hands make light work and so the invoices are
efficiently filed and then the data can be combined quicker as well.
Determine customer/client needs: We have a standard form for customers to fill out to order
garments. This form is emailed to all schools within our district so it is readily accessible to all
students and parents. School district secretaries collect standard orders and forward them to us. This
form

Customer Service
TASK SHEET FOR UNIT 838
This activity will provide evidence for Mandatory unit 838 – Demonstrate understanding of
customer service for Diploma in Customer Service Level 3.
Learning Outcome 1: Be able to follow their organisation's accepted customer service language
Assessment Criteria:
1.1 Communicate to customers their organisation's service offer, how it balances organisational and
customer needs and how it meets customer expectations
1.2 Compare the service offers of commercial, public sector and third sector organisations and how
they each meet customer expectations
1.3 Discuss with colleagues steps that team members can take to deal with different customers and
different customer service situations
Your task ... Show more content on Helpwriting.net ...
DATE: ............................................
ASSESSOR COMMENT AND SIGNATURE: ............................................................
–––––––––––––––––––––––
We are committed to high standards in our work. We will be a centre of excellence and will offer
you the best relevant service we can. We will offer some services ourselves and others will be
provided by experienced and high quality partners. The following list of service standards is the
basis of our partnership with you. Together we will review these on a yearly basis to ensure that we
continue to provide you with professional, timely and relevant services.
To deliver a comprehensive support service that strives to meet the needs and aspiration of all our
customers we will focus on: A great welcome and easy access to our services Written information
about the service we will provide to you with deadlines Talk to you regarding the design,
development and delivery of services within the Centre Provide and assist community groups in
delivering community activities and events in the Centre
The following is an outline of the commitment required by us all to develop

Customer Care
©2004 McDonald's Corporation G6286 The Golden Arches logo is a trademark of McDonald's
Corporation and its affiliates.
CONTENTS
1. INTRODUCTION 2. CLEANLINESS 3. REAL WELCOME & THANK YOU 4.
HOSPITALITY GESTURES 5. CUSTOMER COMPLAINTS & RECOVERY 6. SECURITY 7.
GOOD COMMUNICATION & FOLLOW–UP 8. BIRTHDAY PARTIES 9. LOCAL STORE
MARKETING (LSM) 10. PRODUCT AWARENESS AND COMPANY INFORMATION 1 11 28
32 37 42 50 56 58 64
1. INTRODUCTION
3. The One–Day Course
The final stage of your development will involve your attendance on the Customer Care Course.
Attending the one–day Customer Care Course will give you an opportunity to further improve and
develop your knowledge and skills, which includes practising via role plays and discussing ... Show
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Use the Progress Checklist overleaf to record any areas of training that you have already completed.
You should then use the appropriate boxes to enter the target completion dates for all verification
areas. As you complete different sections use the Progress Checklist to document your success. You
and your Supporting Manager should plan your development around your schedule for the next
couple of months and review your training needs on a regular basis.
PROGRESS CHECKLIST
Getting Started
Orientation Fire Health & Safety Test Health & Safety Verification (Complete During Probation)
Hygiene & Safety Verification (Complete During Probation)
Date Completed Manager to Sign when Completed Target Date Date Completed Manager to Sign
when Completed
Customer Care Workbook
Introduction Cleanliness Real Welcome & Thank You Hospitality Gestures Customer Complaints &
Recovery Security Communication & Follow up Birthday Parties Local Store Marketing Product
Awareness & Company Information

Target Date
Service OCLs
1 x Dining Area (Trainee) Expert Dining Area Expert Dining Area Initial Training – Service Initial
Training – Beverages & Desserts Initial Training – Order Taker/Cashier (where applicable) Initial
Training – Order Assembler/Checker & Presenter

Lifetime Value of Customer
Lifetime Value of Customer The firm chosen to analyze is Anugraha Jewellers. The company was
incorporated in 1994. The company is based in India and it manufactures and sells gold jewellery.
The lifetime value of a customer is an essential metric for business owners who wish to capture the
profits associated with customer loyalty. The process starts by collecting data on existing customers
and then extrapolating that data to predict the value of potential customers. For the present company
under study, financial data were collected (Moneycontrol.com, 2012) and used as applicable to
evaluate some metrics related to customer lifetime value. The total number of customers is not
usually listed on these financial statements so per customer calculations are restricted. Many
companies focus on getting new customers and while new customers help to ensure the growth of
the company, they may not be as profitable as the returning customers since there is a cost to
acquiring new customers. The revenue per customer is tracked by determining the average amount
spent per purchase by the customer. Since the firm under study is custom jewellery this data may be
easily tracked. The profit and loss statement shows sales for successive twelve month periods. The
revenue per customer is obtained by dividing the revenue by the average number of customers. The
profit per customer may be obtained once certain other data are collected. For example the cost per
new customer may be determined

Ups Customer Centers
###What are UPS Customer Centers?
UPS customer centers are the UPS (United Parcel Service) retail locations where trained staff
provide professional assistance to customers who deal with mail and package shipments in the
country and worldwide. UPS customer centers are also known as UPS service locations. Although
not all UPS services are available at all UPS customer centers, most are typically equipped to
provide comprehensive air or ground shipment services. Depending on the type of service provided
by the UPS location, a UPS customer service can be located on–site or off–site in busy city areas
and at UPS franchised partners, like UPS shipping outlets, UPS authorized service providers and
UPS alliance locations. Unlike other UPS locations, ... Show more content on Helpwriting.net ...
To choose the right option, it is best to get in touch with an employee from a UPS customer center.
The same practice is recommended for checking delivery times and zone charges for international
mail and package deliveries to various UPS locations around the world.
###Commonly asked questions (and answers) about UPS Customer Centers:
Q: Where can I find a listing of all available UPS customer centers?
A: Due to the nature and the variety of services provided by UPS, a full listing of all UPS customer
centers is not available. However, by using the online UPS store locator tool and applying the
location type filter, you can search for nearby stores by working hours, invoice or tracking number,
city name or zip code, as well as by map location.
Q: Are UPS customer centers part of the USPS (United States Postal Services)?
A: No. UPS and USPS are separate companies, however, certain UPS services can be arranged at
designated USPS locations only if the shipment carries an adequate UPS/USPS label.
Q: What are the photo requirements to drop–off or pick–up a parcel at a UPS customer

The Customers Revenge
'The Customer's Revenge'
We have all been somewhere in a store or dealership when there was an irate and unhappy customer
looming in our presence. They were obviously upset about something and generally draw a lot of
negative attention to themselves and to the company. Luckily for companies, just a few short years
ago only a few customers out of hundreds, thousands, or millions would have seen the negative
effects of the incident, but in current times almost everyone has a camera phone that records videos
and it only takes a matter of seconds for videos like that to go viral on some social–media network.
Because of today's technology, everyone has free access to various social–media channels such as
YouTube, Twitter, or Facebook that ... Show more content on Helpwriting.net ...
When a company treats its customers with respect the products and brands tend to sell themselves
because customer satisfaction and trust in the brand rises. When customers shop where they can
trust they will be taken care of they tend to be repeat customers and give positive word–of–mouth.
To accompany new policy changes, the company needs to have workshops or employee meetings on
the changes for everyone involved in every aspect of customer service. These employees must know
how to handle individual customer's problems and learn that each case is different and that there can
never be one generalized way to solve someone's problem. Customer service representatives must
learn to handle each case individually and treat the customer as fairly as possible. The three main
focuses of a changed policy is to, first, make sure that the implemented policy was just and fair to
both customers and the company, secondly, notify customers of the changes and provide them with a
way to have any questions answered, and lastly, set a deadline to re–evaluate the policy and make
changes as needed. If I were the Vice President of Customer Service for Atida motors I would push
for a new customer compensation policy that is more reasonable for both the company and the
customers. To implement this policy we would need to follow the three basic steps of policy
making, such

Customer Gap And Customer Relationship
Customer Gap –
The customer gap is defined as the difference between the customer's expectations of the service and
the customer's perceptions of the service, when the difference is negative it results in customer
dissatisfaction (REFERNECE). Customer expectations are standards that customers bring into the
service experience that they use as reference points to judge the performance of the service
(REFERENCE), whereas customer perceptions are subjective assessments based upon the
customer's actual experience of the service (REFERNCE). The type of service encounters the
customer experiences can affectively widen or narrow the customer gap (REFRENCE).
Service encounters occur anytime the customer interacts with the service.(REF JOURNAL ... Show
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ADJOINING SENTENCE
Satisfaction is the customers evaluation of the service once it has been delivered in terms of whether
or not it has met the customers expectations (REFERENCE). If the service falls short of the
customer's expectations, it causes the customer to feel dissatisfaction. The primary sources of
displeasure in this incident where spontaneity and recovery.
Spontaneity refers to any unprompted actions of employees that result in notable satisfactory or
dissatisfactory service (REFERENCE). The primary spontaneity service behaviour that the customer
experience was the employee being rude to the customer: 'The man then rudely told me....' which
made the customer 'feel very offended and upset'.
Recovery refers to the response of employees to customer complaints and disappointments due to a
failure in the service delivery (REFERENCE). There were two main service behaviours that lead to
customer dissatisfaction in this incident: blaming the customer for the problem, and leaving the
customer to fend for themselves. Blaming the customer for the problem occurs when the employee
doesn't take any responsibility for the dissatisfying incident, but rather blames it on the customer.
'she said she did offer to help me with my claim and I had refused her help'. Leaving the customer to
fend for themselves means that the customer was left to deal with the problem on their own without
any aid from

Address Customer Needs-Marketing
Address Customer Needs
Year 11
Assignment 1
Eco JET Airways
Question 1–
EcoJET airways could target–
Business people– the flights are very suitable for a business person, the timing of the bulk of the
flights is typical business hours, the bulk of their flights arriving before 9am and leaving between
5pm and 7pm, therefore they can get their work done during working hours and waste no time at the
airport waiting for their flight, if they may have to wait at the airport they can use the business travel
lounge facilities. Eco JET also offers the ability to use mobiles throughout the flight and buildings,
and also offers live access to the major financial and business pay ... Show more content on
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d. There are both advantages and disadvantages of social networking. Social Networking includes
sites such as Facebook, Twitter and Linkedin. These are all places where people may log on and
submit a positive/negative comment on their experience and it will immediately be recorded on the
site page. This can be a good way to get feedback as people are more likely to log onto the internet
as it is easily accessed and convenient. Although these social networks can have their downfalls, one
passenger that may have had a bad experience, may make a comment on the network that
automatically downgrades the airways reputation.
Question 3– a. To satisfy all their passengers EcoJET could incorporate the carbon offset fee into the
flight expenses so that all customers are paying a slight fee without knowing it and to keep those
who want to know they have paid the carbon offset fee, they could put it on as an optional extra in
the booking process.
Another option with the carbon offset fee is to have it as an option and to reward those who pay it,
for example you could offer a bonus such as first to board, better seat choice, first to get off, extra
baggage and better in flight service. This would give people an incentive to care for the
environment, for an extra $10 or

Customer Relations
Most efficient path to the customer
Our organizational structure promotes a direct relationship with customers. There are no middlemen
or resellers – we provide maximum value to the customer by delivering the right products with the
right features and functions just when they're needed.
Through continuous direct feedback, we develop an intimate understanding of what each customer
expects to accomplish. We focus on customer needs in order to package and integrate products and
services into a total solution.
This direct relationship provides us with quick and accurate customer feedback that we can channel
into our engineering organizations, enabling us to prepare to provide the best solution for each
customer tomorrow as well as today. ... Show more content on Helpwriting.net ...
Our low cost leadership, combined with lower costs of upkeep and support, gives customers
maximum return on technology investment.
IOW: I buy Dell because I want the best solution for the money and I know they'll have exactly what
I need.
Highest quality and most relevant technology
Our customer–focus ensures we're first to market with flexible, standards–based technology. By
being both responsive and progressive, we're always well ahead of the market and ready to deliver
the most relevant and highest quality technology
IOW: Sticking with Dell means we get the most advanced technology to meet our needs.
Customized systems
Every customer and every need is unique. When we build a product or solution to order, the needs of
the customer are met exactly and in real time. With the Dell Direct Model, we supply customers
efficiently and on time with easy to purchase, customized hardware, software and service solutions
that meet their needs.
IOW: When Dell customizes a solution for me, I know I'm getting exactly what I want, not just what
someone needs to sell.
Superior, tailored service and support
Just as we customize our technology to meet the individual needs, Dell service and support are
available on demand and are tailored to the customer.
Through the Dell Direct Model, customers get total

Measuring Customer Value And Customer Values
Measuring Customer Value In order for companies to engage its customers in relationships, they
must be prepared to treat their customers differently. Different customers have different values.
Companies with large numbers of customers whose transactions are electronically tracked in a
detailed way maybe able to utilize the statistical model to make accurate forecasts. Companies that
rank their customers by value do so by using a mix of judgment and proxy variables. Companies can
devote a greater portion of its internal resources to serving its most valuable customers, and set
rational financial objectives for each customer based on that customers value profile. The company
will have to alter the customer's trajectory to set financial ... Show more content on Helpwriting.net
...
LTV measurement represents an economically correct way to evaluate marketing investments
compared to counting immediate sales. The objective of LTV modeling is to use data points to create
a historically quantifiable representation of that customer and to compare that customer's history
with other customers. When a customer's LTV is taken into consideration, the results are revealed,
and estimating potential values will provide more insight. A proxy variable is a representation of a
customer's value to the company rather than quantification. They can be an efficient tool for helping
a company rank its customers based on value, and with the ranking, the companies can apply
strategies to different customers based on their relative worth. Companies should have different
financial objectives for different customers based on its assessment each customer is creating for it
already, and what kind of value is possible. Several customers will refer new customers to a
company more frequently than others will represent real value created by the referring customers.
Fred Reichheld's Net Promoter Score (NPS) is a compact metric designed to quantify the strength of
a company's word–of–mouth reputation among existing customers. At least one study argued
customer's actual referral value is not well correlated with the value created by the customer's

Customer Satisfaction & how can we measure it
By: Omid Nasrollah Mazandarani
BACKGROUND OF THE WRITER
As a student of Masters of Business Administration specialization in general management with the
background of Bachelor of Industrial engineering the writer has four years experiences in the
automobile industry. These experiences and background help me to understand the role of customer
satisfaction in terms of organization profitability.
Abstract:
This proposal examines customer satisfaction models for assessing the relationship of overall
satisfaction with a product or service and satisfaction with specific aspects of the product or service
for organizations having multiple units or subunits. These units could be ... Show more content on
Helpwriting.net ...
To the extent that effects vary across units, the company would want to consider different strategies
for different units. And, at the theoretical level, the multiple units provide a stronger test of a
hypothesized general effect. We also stress the importance of explaining the variation in effects
across units or subunits. One way to approach this question is to partition the units or subunits into
strata. For example, the locations of retail stores could be classified into rural, small city, suburban,
and urban types. We want to quantify how much variation in effects there is both within and across
strata. If the within–stratum variation is small and the between–stratum variation is great (e.g., rural
stores all have the same needs, but rural stores have different needs than urban ones), the manager
might develop separate strategies for each stratum. The academic researcher likewise would
postulate a richer theory incorporating the strata as variables. In this article, we present methods for
addressing these issues. The methods are applied to multiunit data from two different industries. We
illustrate how these methods could be useful to a marketing manager of a particular company and
how they can be used to study "general truths" in marketing.
Research Problem
Keeping customer satisfaction for long time is a critical issue for the organizations and all industries.

Employee's commitment is very important.
On the other hand , employee satisfaction

Customer Service And Customer Satisfaction
Service is defined in many different ways, all of which can be seen as accurate. An example of one
of them pointed out by Cook (2008 p.185) "Customer service is what the customer says it is". This
assignment will be examining the importance of customer service, delivered by business and its
employees and why customer satisfaction is important especially within the service sector. To
illustrate this, an example of a bad customer service that was condoned by myself will be provided.
At the end of last year in summer semester break I flew to my country to unite with my family.
While going there I bought a DSLR camera for my younger brother as a present. After buying the
camera from a Nikon brand now the necessity to buy a lens become inevitable to use the camera. As
because I and my younger have no prior knowledge in buying lens and there are so many choices in
the market upon on the advice from few friends, we went to shop named Gadget & Gear situated
inside of a large shopping mall in our city. The shop was a third party dealer who is not authorized
dealer of Nikon brand but has good reputation as I have heard before. Once I reached in the shop, I
started the usual shopper routine which included checking out the available products on sale,
educating myself on the product differences, and inquiring on the best deals at each store, so that I
could make the best purchase decision as I was completely new with this DSLR camera and its wide
range of lens choices which can make

Essay On Customer Support
Standard of Customer Support
While you are comparing websites to buy accessories by Plantronics, be sure that you are opting for
an option which offers high quality customer support. You can check the standard of customer
support easily before you select the website. There are multiple ways to do this. For instance, you
can send a query through email and check the time span in which the response has been provided.
Other than that, check the standard of support provided. Has the email been replied in the time
frame committed? Has the query been entertained in the correct manner? Is the support team
showing a high level of commitment? These are some of the many queries that need to be present in
your mind when you are checking the level of ... Show more content on Helpwriting.net ...
For this purpose, he would send an email explaining the query that he has. If the support team is
efficient, a prompt reply to the customer would be sent which would help him in taking a quick
decision about buying the headset. On the other hand, if the response is delayed, the customer would
have to wait for making the decision. Reputed websites have efficient support teams so that the
customers can be helped in timely manner.
Communicate about the time frame required to deliver
This is one of the key steps of buying accessories which would affect your decision. If you have
finalized 3 to 4 websites, hold a proper discussion with each of them regarding the time that would
be required to deliver the headset. Some websites have lengthy time spans for delivering. You
should check your urgency level and then compare it with the delivery time needed. If you do not
have a high level of urgency, you should ignore a website that requires a long span to deliver the
headset.
As a customer, you should check the steps taken by a particular website to deliver the accessory.
Ensure that the selected website takes the necessary protective steps to deliver the product. You
should also check whether the website is charging additional sums of money to deliver the product.
Before you go finalize the website, go through the terms and conditions given online.
Filter out the best website
Once you have gone through all the websites which you have

Training of Customer Service
Important points to consider when training customer service employees.
Who are the most important people in your organization? It may come as a surprise to learn that the
most important people are your employees – not your customers. Customers come second.
Without qualified and well–trained employees committed to strong customer service all of your
efforts to please customers will be fruitless.
Customer service training has become a popular way for service organizations to provide employees
with the information they need to meet customer needs.
It should not, however, be considered a one–time or annual event. Customer service training is an
ongoing process that needs to be incorporated into the organization 's culture and way ... Show more
Then, when a "real situation" occurs they will have a higher comfort level about their ability to
respond effectively.
8) Encourage employees to talk to their "worst nightmare" customers. Customers who are most
demanding, who complain the loudest or who are hardest to please can be a rich source of
information in your customer service improvement efforts. After all, if you can please these "tough
customers" you should be able to consistently delight your average customers.
Behind the complaints and the demands you 'll often find very valid points and issues that you can
use to improve service. Resist the urge to "ignore" the tough customers; consider them your best
resource for good information on service improvement.
9) Share failures – celebrate successes. Don 't just focus on successes. Don 't just point out failures.
You need a good balance of both failure and success stories to build a strong service culture. Staff
can learn from their own failures as well as the failures of others. Treat each failure not as an
opportunity to "punish" staff, but as an opportunity to learn. Why did the failure occur? What could
be done differently next time to avoid such a failure? What lessons might other staff learn to avoid
these issues?
Similarly, take time to celebrate your successes and to share these success examples with all

employees. Sometimes the best "customer service training" for staff can be a good debriefing of
either a

How Customer Loyalty Is Not Effortlessly Achieved Since...
Section l: Literature Search.
Many companies today have come to the conclusion that customer loyalty is not effortlessly
achieved since customers have so many options and alternative to choose from. Customers are the
decision makers of where and when to shop. The research in this chapter will focus on what factors
or elements impact customer's loyalty. According to Harvey Thompson (2004), there are numerous
factors that influence customer's loyalty. One of these factors is the price of the products rather than
the perception of value. Another factor is the attribute of the product and how well it caters to the
customers wants and needs. Service is another element in which the customer measures their
experience and evaluates whether they ... Show more content on Helpwriting.net ...
Customers continue to be loyal to grocers who deliver a relevant, fresh, and customized shopping
experience.
Communication: Communication is an art in which retail industry have a great need to master it in
order to maintain customer loyalty. According to Klie Leonard (2013), it is a necessitate to keep a
continuous line of communication between the customer and the supplier. Customer engagement
may lead to customer loyalty for engaging a customer during their visit to the store can make
customers feel welcome and valued. As Leonard illustrates (2013) companies should instruct
employees to actually listen and comprehend what the customer are saying and then decided what to
do with that information. Similarly, Thompson (2004) mentions a distinctive competency that a
company should possess is listening to customers and providing what they want. This allows for the
customer loyalty to begin, cultivate and as long as it's maintained, the customer will continue to
return to experience the nurturing effect that has grown among them. Leonard (2013), makes it a
point to express that a company should also keep all promises made to their customer this, in turn,
will result in trust.
Price: According to Docters, Reopel, Sun, and Tanny (2003) personal experiences is an entity which
customers will recall numerous times during their life span. Nevertheless, in the mind of the
customer

Customer Service Process Of Customer Loyalty And Their...
Customer service is the process of interacting with the customers and the companies to understand
the customers' demands and queries. The customer service is there for each top restaurant who wants
to provide a better dining experience to their customers and to get feedbacks from them (Huemer
and Setzer, 2011). The customer service helps the company or the restaurants to understand the
needs and demands of its customers. By doing that, the company can retain their customers who
become loyal to the restaurant after certain period of being served and thus, the restaurant wins the
heart of its customers. The main objective in carrying out this research is to determine the
importance of customer service process in the acquisition of customer loyalty and their retention to
the restaurants in UK by taking the special reference of top two restaurants where one is Berners
Tavern and another is New London Café.
1.1 Background of the Research
From various studies, it has been found that the restaurants are able to win the heart of their
customers through good quality and tasty food meals and by giving proper services, which will fulfil
their wishes. Therefore, a restaurant should look after the demands and needs of its consumers and
based on that should prepare its plan for future in introducing new items in their menu and services
(Padua, 2012). Different groups and organizations already have carried out many researches but
researches about this particular topic are much less

Customer Equity. Customer Equity Is Essential To The...
Customer Equity
Customer equity is essential to the continued success of any company in the modern market.
Whether it's acquiring new customers, retaining existing customers, or simply looking for new ways
to reach existing customers, customer equity is an integral piece of any successful company.
Customer Acquisition
Since Class Pass is a new entrant in the online note sharing service market, customer acquisition
will be the most important activity that the company must focus on during the first year of operation.
The company will have to create a customer base sufficient enough to cover the cost of operation by
the first semester for future profitable operations. Customer acquisition will be costly due to the
intense marketing cost ... Show more content on Helpwriting.net ...
With students graduating every year, they will quit using our service. Therefore, constant customer
acquisitions is required but at a much smaller scale after the first few years of operation. Class Pass
will have to target freshmen enrolling into the universities every year to create brand awareness
among the target market.
Customer Retention
Customer retention is as important as customer acquisition because the cost associated with
customer acquisition is more expensive the retaining customers in the long–run. If customers are
only going to use the service for a year and switch to other competitors later, Class Pass will have to
forego more profitability to gain more sales using various pricing strategies and advertising
strategies. These are strategies that are costly compared to investing in customer service and service
innovation that allows Class Pass to attract both new customers while also retaining the existing
ones. Having loyal customers build up in the long–run not only increase customer 's' lifetime value
but also increase their chances of helping Class Pass advertise through word of mouth, which in
turn, decrease advertising costs.
Defections in this industry are more or less around these few reasons below:
The price offered is beyond affordable or worth the value
Notes for specific courses in the

Customer Relationship Management Assignment 1
The cases of Jessica and Tom
In both cases there is a problem with the Andromeda XL. Jessica had problems all over the place.
From a failing air–conditioning to a jammed CD–player. In the case of Jessica she even got a new
Andromeda XL. After 3 months the problems happened again. Tom's failing Andromeda almost
ended up in a deadly accident.
It begins to be very clear that we are simply dealing with a very faulty product. Off course when
having a product that simply doesn't function well, you will be getting a lot of complaints. I believe
a company should always deliver a quality product. The money they save on production will ...
Show more content on Helpwriting.net ...
In this way they could create a history of each customer. Then you can keep track of a lot of things.
Is it a returning customer? How much complaints or problems has he or she had. What were the
costs of solving those problems. In this system you could then eventually track these problems and
link them. You should be able to see if there is either 1 or multiple problems that keeps a curing with
a lot of customers. This way Atida could act before hand and help create that more individualized
customer policy.
Atida could send a letter to all the people who purchased that type of car explaining what the
problem is and doing a free of charge call back to check and perhaps repair the problem
prematurely. This last part has happened to my father and his car. The company discovered there
was something faulty in this line and he was able to bring his car in free of charge in order to get it
fixed. Again for a company, by doing this they could prevent further costs. Perhaps more things
could have broken down because of the fault and it would have been more expensive. This customer
also should get a more positive view of the type of service of this company. I recall my dad being
very happy with the way the car company was so attentive and quick to act.
Consider Customer Lifetime Value
I believe there is some truth in what Lisa says "We can't afford to

Questions On Customer Service And Customer Services
Outline
i. Introduction
This main purpose of this paper is to tell the main problems a company may has on the customer
services, it point out that many companies may issue on dealing with customers feedbacks thus it
lead enterprise loss their market share because of bad performance on customer services and they
may give the bad comments on company's products and services. Therefore, they need to establish a
system ii. Body 1
It will analyze several problems a company might have, a company may hard to collect customers'
feedback and manage it, and then some company may hard to provide latest information for
customer. Moreover, lots of company can't give the solution to customer instantly, thus it is
necessary to set up a customer services system. iii. Body 2
Based on those analyses, Melissa's food products may have confuse about managing customer's
complain about their products, therefore it provide suggestion for this company to set up a calling
center in order to receive buyers' advice through the telephone, which company can give the
response immediately. iv. Body 3
Auto email system is a good way for company to offer the latest information to those buyers and let
them know the changes about the products and companies; this is a flexible way to send the
information to those customers.
v. Body 4
Live chat system is a good platform which connect relationship between company and customer, it
is also a flexible system which offer a channel for customer to provide their idea

Customer Segmentation Netflix
Make a customer analysis and segment the market. What impact does your analysis have on the
current business model of the company?
Customer analysis
The customer analysis is the depth analysis of the end–users; this entails all of the characteristics of
the customer. These characteristics include the following: * Geographic characteristics *
Demographic characteristics * Psychographic characteristics * Behavioral characteristics
These characteristics all combined can identify the exact group of end–users that are targeted by
companies like Netflix.
Geographic characteristics
Geographic characteristics, also known as geographic segmentations, include the details the
operation area of the company. Netflix is viewed on ... Show more content on Helpwriting.net ...
Another characteristic or segmentation is related to the family life cycle stage of the end–users. This
describes which kind of household would be targeted upon by a company like Netflix. The stages
that are targeted have a relationship with the age characteristic. The users of Netflix are most likely
to be either a starting family with or without children or a full grown family with older children.
Psychographic characteristics
Psychographic characteristics, also known as psychographic segmentations, include the core
identification of the end–users. These characteristics could be the lifestyle or personality of the end–
users.
Lifestyle
Netflix is focusing on the groups that need to relax after a hard day of work, or just groups that seek
for relaxation. This group likes to watch series or movies for their relaxation. This identifies some
end–users to have a life with need for relaxation. Another lifestyle that some end users may have is
the one which are fans of some movies/series genre, they love to watch some specific genre and that
is where the Netflix service is based upon.
Personality
Netflix is an online streaming service that is programmed to search and find the perfect movie or
series for the users. Mainly this means that any kind of personality preferences is used to determine
the right choices for the users. A potential user can have various personality characteristics. They
might prefer mind blowing

Essay On Customer Service
Sector Wise Customer Service provided
Customer Customer Service
Total
Yes No
Internal 22 78 100 22% 78% 100%
External 38 62 100 38% 62% 100%
Total 60 140 200 30% 70% 100%
Fig. 5.17: Sector Wise Customer Service Provided
It is evident from the table that the external customers, the majority of the respondents (78%) say
that the public sector companies have not inclined towards the customer service in all aspects. There
is a small percentage of the respondents (22%) who are with the public sector companies for their
customer service practices.
Whereas the data reveals that almost two thirds of the respondents are (62%) saying that even the
private sector companies are not properly concentrating on the post customer ... Show more content
on Helpwriting.net ...
Hence it concluded that the response given by the customer is significant.
Table 5.18 Company designs the policy from the customer point of view
Customer Really listens to the customer
Total
Yes No
Internal 82 114 200 41% 57% 100%
External 96 4 100 96% 4% 100%
Total 178 118 300 59.34% 39.33% 100%
Fig. 5.18 Company Designs the policy from the customer point of view
It is evident from the table that the External Customer, the majority of the respondents (90%) say
that the private sector companies design the policies in customer point of view, that means the
policies have flexibility and can customize as per the individual customers need as they have come
out with a new concept called "RIDERS". There is a small percentage of the respondents (4%) who
are still not satisfied with the present trends of private sector companies for their customized
policies as they fell still more to be done in that area.
Whereas the data reveals that almost little more to half of the respondents are (57%) saying that the

public sector companies are not designing the policies in the customer point of view, means, they
did not come out with customized policies till date even after their presence in the market for the
more 75 years. They come out with too many policies out of which some policies are not at all
useful to the common and average earned

Customer Empowerment Paper
Customer service associate empowerment is a key theme.
Providing tools to the customer to become educated in product use creates a better experience and
prevents major issues.
Overview
Hello and thank you for your request for customer service design principles with a focus on
reasonability. The short answer is allowing those on the front lines of the customer experience to be
trained and have as much power to accommodate and help the customer as possible. Another key
area is to find ways to educate the customer. This allows them to get more out of the product and
also has the capacity to prevent major issues before they arise. Other important mentions include
employee ownership, transparency, technology, and over the top customer service ... Show more
After analyzing customer usage and frequent interactions, they developed an internal university for
educating their customers, so they get the most out of their products. User education provided a
better, useful experience, and many potential problems were bypassed as a result. This is mirrored
by StudioPress with their detailed tutorials.
AMAZON
Amazon is notable for use of cutting–edge technology but also convenience. A combination of these
two involves the use of their new grocery stores, using technology to get rid of checkout lines,
where a customer simply takes the product they want, and walks out the door.
RITZ–CARLTON
The Ritz–Carlton likes to engender relationships between staff and customers, and allows their staff
enough space to enhance the customer experience. An example of this is when a chef at one of their
resorts had his own mother fly in a special product for some guests that were staying at the hotel for
an extended period.
PUBLIX
Publix, as a privately held, employee–owned company, gives their own people a stake in the
company. This direct connection to the financial results of the company provide direct incentive for
employees to provide excellent customer service.

Customer And Company Analysis : Customer Analysis
Customer and Company Analysis
Customer Analysis
The first step of the Customer Analysis is to outline exactly which customers the company is
serving. This requires specificity based on the area, focus on clientele, potential need of service
provided, as well affordability based on income medians. Long range plans of expansion to further
areas will be reassessed after full review at this company's one year anniversary. Currently as EZ
Clean opens its doors, the service provided is the removal, possible sorting, and return of wanted
items from storage spaces (attics, garages, sheds, and if applicable, basements) at a flat rate, but with
exceptions based on hazardous materials, family keepsakes, or if sorting option is chosen, hours
taken to complete. EZ Clean is focusing purely on Hillsborough County residents. The preferable
market segment are all walks of life within this county that are homeowners or renters, and due to
illness, injury, age, or handicaps (veterans especially). The demographics of our sought customer
market in Hillsborough County were documented previously. The only addition are veterans
population range in at 94,536 estimated. The significance of this number is the potential discounts
(10% on all services) that may be incurred. Racial breakdown is white, 75.3%, black or African
American 17.5%, and then Asian 4%, American Indian 0.6%, and Pacific Islander in last at 0.1%.
One area to follow–up is the concern of requiring bi–lingual employees, as currently

Tesco : Customer Services And Meeting The Needs And...
In this assignment I am going to produce report which identifying the expectation of client for my
chosen organisation which Tesco and I will link the expectation of client to the organisation and the
method they use to provide the Services and meeting the needs and expectation of the customers.
How the organisation provides customer services.
Tesco is worldwide organisation which is well known in providing services to their customers, the
organisation is been operating since the early 1924 providing services to consumers.
Tesco provide their services to its customers, there are many type of services that Tesco provides to
its customers which are fast services it 's called the 24 hours services which is aimed at customers
who don 't have enough time to shop around as they work at night and sleep throughout the day so
their time is limited so this a huge services that Tesco are providing to its customers. "Three million
Britons are working night shifts – and endangering their health"
The Newspaper Independent has published an article which confirming that 3 million employees in
the United Kingdom are working night time. The 24/7 hours services that Tesco provides is a great
innovation that they introduce which is also beneficial for the customers who are working night as
they don 't have time to go for grocery shopping so Tesco has introduced a services which is called
the 247 services for its customers this shows how Tesco are thinking ahead from their competitors
and

Customer Satisfaction And Customer Engagement Essay
Customer Satisfaction and Customer Engagement.
For a business to prosper, the staff must ensure the customers are treated with respect. Any business
solely depends on the availability of its customers or clients. If the clients are not contented with the
type of service they receive from a specified firm, they will move to other places where they will be
satisfied. As such, it is important, as a manager of any business, to ensure customers are treated with
respect and are in turn happy. To make sure that this happens, the staff need to know how to engage
properly with a client and ensure the customer is satisfied with the type of service they get.
The following couple of paragraphs will help discuss and understand customer satisfaction and
customer engagement. The discussion will entail the differences between these two and how each
can be attained in any business. It shall also enlighten one on the importance of these two factors
towards a successful business.
Customer satisfaction refers to the feeling of gratitude a customer or client gets after purchasing
goods or services from a particular firm. Every business must have its tactics to ensure that their
customers are contented with the type of service offered or the goods sold and as such will come
back anytime when in need of the same type of goods or service. To ensure proper customer
satisfaction, the staff must practice good customer engagement.
Customer engagement is relationship and connection the workforce

Market / Customer Analysis : Target Customers
MARKET/CUSTOMER ANALYSIS: Target Customers: Our target customers will be college
students, busy professionals and those people who earn fixed income. We will solve the issues of
these targeted customers in a way that they will be offered particular packages. So in this way we
will offer them a fast and reliable buying process that will fit into their busy schedules and lifestyles.
They will be motivated to buy the product through short and fast buying process that we will offer to
our targeted customers. Additionally particular food packages will be offered to them by considering
their health issues like diabetes etc. So in this way they will able to choose their desired product in a
very short time. This will motivate them because they will not have to wait for longer hours to get
their desired food. The age of college students ranges from 18 to 21 years. While busy professionals
are the adults and their age is above 21 years. Similarly fixed income seniors are aged above 30
years. Strengths, Weaknesses and Differentiation of our product: The main strength of our product is
that it will be offered in specific packages that will be prepared for those customers who are having
busy schedule, have no transportation, and all kind of people. If we could prepare a healthy food
package, people will be able to get their desired food in a healthy form. Moreover the customers will
be able to get it by just checking a box on the website of our online grocery store. Main weakness of

Customer Marketing Essay
You're getting quality traffic to your ecommerce store.
Now what?
As a small business owner, you're tasked with turning those visitors into customers. It's up to you to
woo consumers into purchasing your latest items.
While it may sound difficult, don't panic. Matt Ackerson, founder of AutoGrow, offers sage advice:
"Once you understand that traffic is just like energy or water and you just need to create pathways to
direct it where you want it to go, the rest is easy. Don't make the mistake of over complicating it
though. So many business people think success has to be complicated when it doesn't."
Let's make the process simple for you and the consumer. Here are five ways to convert your traffic
into customers:
1. Write Creative ... Show more content on Helpwriting.net ...
2. Create a Sense of Urgency
With a jam–packed schedule of work assignments and family responsibilities, it's easy for your
consumers to delay buying products at this very moment. That's why it's up to your team to nudge
them to the checkout cart sooner than later.
Creating a sense of urgency isn't about bringing your customer into a state of panic. Instead, you
want to help them make a quicker decision about products they already want.
"Urgency can be blocked by your customers' minds if you don't give them specific instructions on
how to solve the problem. Rather than giving vague instructions, tell people exactly what to do
when the time comes and don't be afraid to drive them toward specific actions," says Gregory Ciotti,
former senior content marketing manager at Help Scout.
A few urgency tactics include adding a countdown clock on your sales page, showing the number of
items in stock, and offering discounts on abandoned cart items.
You also may want to highlight product demand. For instance, you can show many people have
already purchased a particular item–using FOMO as a marketing strategy.

A small dose of urgency is helpful to getting your customers across the purchasing threshold.
Product value mixed with persistence means more sales for your business.
3. Offer Top–Notch Customer Support
Research shows that "on average happy customers tell nine people about their experiences with a
company." If you're delivering superb customer support, that's an

Customer Needs and Expectations
Here at Travel Weekly one of the representatives at Virgin Atlantic have honoured us by writing an
article about 'A day as a representative '
Lets see what Kaye Goodwin from Virgin Atlantic has to say!
In a day of a representative at Virgin Atlantic I have to look at how these needs are identified and I
must cover: Customer requests in writing
Customer requests to representatives of organisations verbally (face to face or telephone)
Recognition of unstated needs
Customer type one: Families
If a family was too put in a request in writing, because they may have young children, they could
possibly write their requests to me in an email because of convenience and time.
For example: a mother and father of two young children will ... Show more content on
Helpwriting.net ...
Here at Virgin Atlantic, we identify and meet customer needs through customer survey
questionnaires/ comment cards and customer forums/focus groups.
When the survey questionnaires or comment cards have been read by a member for our staff, usually
the customer service manager, they then analyse all of the comments to find areas of improvement
in order to meet customer needs.
For example, if a number of customers have complained about staff not knowing obvious
information i.e. directions around the airport, prices of products or check in times, that would tell us
that our staff are unequipped to help our customers.
From this, we will then need to realise and work our a way to get more information into our staff in
order to meet the needs of our customers more efficiently.
This can be done in many ways, however the most ideal one for this situation would be to hold
regular morning/afternoon meetings to keep staff updated with information.
When we exceed customer expectations, we like to go that extra mile by giving out customers more
in–depth information. An example of this would be when a customer asks simply the time of their
flight, we like to make sure that our staff will fully inform our customers of their flight time,
boarding time, gate number and if there will be any delays.
At the Martime Museum (NMM) they meet and exceed

Customer Service
Assessment #1: Part B
Prepare a staff manual a. Providing customer service
Since our restaurant can exists only because of customers, and in particular repeat customers who
voluntarily choose to return here and spend their money and time to our food, beverage and service.
Without our customer we don't have a restaurant, they are the only reason we are here. As a result,
taking care of our customers is our highest priority, in fact a privilege, never an interruption. At our
restaurant the customer always comes first. b. Dealing with customer complaints, including
processing the complaint and follow up procedures c. Legislation affecting customer service for the
hospitality Industry d. The manual must include appropriate ... Show more content on
Helpwriting.net ...
This will also let them know that you are taking their complaint seriously. * Discuss options for
fixing the problem. At the very least, a sincere apology costs nothing. But think about what this
complaint could cost you in lost business or a complaint to the Equal Opportunity Commission.
Maybe you can provide a free product or discount a future service. * Keep your promises. Don 't
promise things that you can 't deliver. In handling complaints it is better to under–promise and over–
deliver. * Be quick. If complaints take several days to resolve or are forgotten, they can escalate. *
Follow up. Record the customer 's contact details and follow up to see if they were happy with how
their complaint was handled. Let them know what you are doing to avoid the problem in the future.
* Reward your staff. Encourage and reward your staff for dealing with unhappy customers and
handling their complaints well.
Here is customer service guide from Fair Trading, NSW government.
Customers are your business
You may offer a quality, well–priced product, but if a customer receives inferior service before,
during or after the sale, future sales may be lost. Providing superior customer service in today 's
competitive marketplace is crucial. Quite simply, customers are your business and lost sales through
poor service means you will lose money.
Customer satisfaction
Providing quality customer service means ensuring your

Customer and Hr
4DEP (HR)
ACTIVITY 1
The Human Resources Profession Map (HRPM) consists of 2 core professional areas, 8 professional
areas and 4 professional competence bands.
Core Areas: Insights, Strategy and Solutions & Leading HR
Insights, strategy and solutions are focussed on development within an HR organisation, such as to
foresee any problems that may arise and to put solutions in place. The HRPM has been designed to
assist all HR professionals in any business however large or small.
Leading HR is more focussed on the personnel area and is mostly involved with leadership within a
business, to give personal advice and offer ideas.
Specialist Professional Areas
Organisational design: Being able to deliver business objectives, ... Show more content on
Helpwriting.net ...
An overall insight to all of the bands is to contribute and ensure that the success is managed and
measured. The map captures what successful HR people do and deliver across every aspect and
specialism of the profession and sets out the required activities behaviours and knowledge.
4DEP (HR)
ACTIVITY 2
Understanding Customer Needs
The most important need is being able to identify any issues that may arise and prioritise these in the
most effective way.
Below are three examples of different customers and their needs.
1: An employee has called in sick and this triggers a MFA (managing for attendance alert) 2: My
manager has asked for a list of all staffs sickness to date, as a report needs to be written. 3: The
payroll department have asked for details of a new employee, before the cut off period which is
today at 17.00 hrs.
In order for me to prioritise these key tasks it would be suggested that that importance be considered
for all, I would then review all three and decide the order to complete each task timely and

effectively.
Firstly I would find the details to complete number three; next I would

Customer And Kohl

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