SlideShare a Scribd company logo

Developing competitive advantage through customer service

•Download as PPTX, PDF•
•
M
monasan
Education
1 of 9
Developing competitive advantage through customer service Presented by Ana María Naranjo Mónica Andrea Sánchez Rojas
Morrisons case study Was founded over 100 years ago as a stall in Bradford market
Differentiating the business • Characteristics that stands out against other competitors
Achieving competitive advantage • Specialized employess • In 2010 it employed more than 131,000 people • Opportunities for learning and growth
Four components of customer service 1. Information 2. Specialist attention 3. After sales service 4. Convenience
Measuring customer service • Quantitative • Qualitative • HOT fhilosophy
The benefits of customer service Developing colleagues to satisfy customers
Supporting business objectives A good customer service feeds directly into strategies
Developing competitive advantage through customer service

Recommended

Presentation for prospective master franchisees
Presentation for prospective master franchiseesPresentation for prospective master franchisees
Presentation for prospective master franchiseestrageboutique
 
Almaida
AlmaidaAlmaida
Almaidamubasher hassan
 
Definition and level product
Definition and level productDefinition and level product
Definition and level producttellstptrisakti
 
What is marketing?
What is marketing?What is marketing?
What is marketing?Sameer Mathur
 
Concept of marketing marketing mix
Concept of marketing marketing mix Concept of marketing marketing mix
Concept of marketing marketing mixsowndarya shree
 
Morrisons case study v2
Morrisons case study v2Morrisons case study v2
Morrisons case study v2Daniela8827
 
Developing and maintaining service culture
Developing and maintaining service cultureDeveloping and maintaining service culture
Developing and maintaining service cultureAshleyEspino
 
Crm unit ii internal customers 33
Crm unit ii internal customers 33Crm unit ii internal customers 33
Crm unit ii internal customers 33Anita Rai
 

Recommended

Presentation for prospective master franchisees
Presentation for prospective master franchiseesPresentation for prospective master franchisees
Presentation for prospective master franchiseestrageboutique
 
Almaida
AlmaidaAlmaida
Almaidamubasher hassan
 
Definition and level product
Definition and level productDefinition and level product
Definition and level producttellstptrisakti
 
What is marketing?
What is marketing?What is marketing?
What is marketing?Sameer Mathur
 
Concept of marketing marketing mix
Concept of marketing marketing mix Concept of marketing marketing mix
Concept of marketing marketing mixsowndarya shree
 
Morrisons case study v2
Morrisons case study v2Morrisons case study v2
Morrisons case study v2Daniela8827
 
Developing and maintaining service culture
Developing and maintaining service cultureDeveloping and maintaining service culture
Developing and maintaining service cultureAshleyEspino
 
Crm unit ii internal customers 33
Crm unit ii internal customers 33Crm unit ii internal customers 33
Crm unit ii internal customers 33Anita Rai
 
Hr practices at mc donald's
Hr practices at mc donald'sHr practices at mc donald's
Hr practices at mc donald'sShubhra Dewangan
 
Marketing for Entrepreneurs and Small business
Marketing for Entrepreneurs and Small businessMarketing for Entrepreneurs and Small business
Marketing for Entrepreneurs and Small businessJawad864577
 
Defining Marketing for the 21st Century
Defining Marketing for the 21st CenturyDefining Marketing for the 21st Century
Defining Marketing for the 21st CenturyKacung Abdullah
 
Role of mis in service industry
Role of mis in service industryRole of mis in service industry
Role of mis in service industryShrirang Vedanti
 
Service marketing mix
Service marketing mixService marketing mix
Service marketing mixKavipriya Thangavel
 
CIM Ireland Marketing Awards Launch Presentation
CIM Ireland Marketing Awards Launch PresentationCIM Ireland Marketing Awards Launch Presentation
CIM Ireland Marketing Awards Launch PresentationCIM | The Chartered Institute of Marketing
 
6128249 (1).pdf
6128249 (1).pdf6128249 (1).pdf
6128249 (1).pdfTop4Hit
 
Defining Marketing for the 21st Century,kotler
Defining Marketing for the 21st Century,kotlerDefining Marketing for the 21st Century,kotler
Defining Marketing for the 21st Century,kotlerAmirNasiruog
 
Kotler mm 13e_basic_01
Kotler mm 13e_basic_01Kotler mm 13e_basic_01
Kotler mm 13e_basic_01ムハッマ ヤヤンヂ
 
Sales promotion principles of marketing
Sales promotion principles of marketingSales promotion principles of marketing
Sales promotion principles of marketingRk Rocky
 
Merchandising ual
Merchandising ualMerchandising ual
Merchandising ualGagan Malhotra
 
408 MARKETING STRATEGY UNIT 4
408 MARKETING STRATEGY UNIT 4408 MARKETING STRATEGY UNIT 4
408 MARKETING STRATEGY UNIT 4ashishjaswal
 
Happy at work3 thomson reuters_happyatwork_fordistribution
Happy at work3 thomson reuters_happyatwork_fordistributionHappy at work3 thomson reuters_happyatwork_fordistribution
Happy at work3 thomson reuters_happyatwork_fordistributionSalt & Light Ventures
 
Building A Brand Through A Quality Customer Experience
Building A Brand Through A Quality Customer ExperienceBuilding A Brand Through A Quality Customer Experience
Building A Brand Through A Quality Customer ExperienceDaniel M
 
Managing innovation and creativity
Managing innovation and creativityManaging innovation and creativity
Managing innovation and creativityROSHAN LAL KUMAWAT
 
Defining marketing
Defining marketing Defining marketing
Defining marketing Mohamed Shawky
 
Ilm Accreditation
Ilm AccreditationIlm Accreditation
Ilm AccreditationLearning Pool Ltd
 
Importance of Sales Training in Ireland.pdf
Importance of Sales Training in Ireland.pdfImportance of Sales Training in Ireland.pdf
Importance of Sales Training in Ireland.pdfSelling Today
 
Batenborch international
Batenborch internationalBatenborch international
Batenborch internationalRonald Bouwmeester
 
01. Marketing of Services.ppt
01. Marketing of Services.ppt01. Marketing of Services.ppt
01. Marketing of Services.pptChelsiJain12
 
18-04-UA_REPORT_MEDIALITERAСY_INDEX-DM_23-1-final-eng.pdf
18-04-UA_REPORT_MEDIALITERAСY_INDEX-DM_23-1-final-eng.pdf18-04-UA_REPORT_MEDIALITERAСY_INDEX-DM_23-1-final-eng.pdf
18-04-UA_REPORT_MEDIALITERAСY_INDEX-DM_23-1-final-eng.pdfssuser54595a
 
SOCIAL AND HISTORICAL CONTEXT - LFTVD.pptx
SOCIAL AND HISTORICAL CONTEXT - LFTVD.pptxSOCIAL AND HISTORICAL CONTEXT - LFTVD.pptx
SOCIAL AND HISTORICAL CONTEXT - LFTVD.pptxiammrhaywood
 

More Related Content

Similar to Developing competitive advantage through customer service

Hr practices at mc donald's
Hr practices at mc donald'sHr practices at mc donald's
Hr practices at mc donald'sShubhra Dewangan
 
Marketing for Entrepreneurs and Small business
Marketing for Entrepreneurs and Small businessMarketing for Entrepreneurs and Small business
Marketing for Entrepreneurs and Small businessJawad864577
 
Defining Marketing for the 21st Century
Defining Marketing for the 21st CenturyDefining Marketing for the 21st Century
Defining Marketing for the 21st CenturyKacung Abdullah
 
Role of mis in service industry
Role of mis in service industryRole of mis in service industry
Role of mis in service industryShrirang Vedanti
 
6128249 (1).pdf
6128249 (1).pdf6128249 (1).pdf
6128249 (1).pdfTop4Hit
 
Defining Marketing for the 21st Century,kotler
Defining Marketing for the 21st Century,kotlerDefining Marketing for the 21st Century,kotler
Defining Marketing for the 21st Century,kotlerAmirNasiruog
 
Sales promotion principles of marketing
Sales promotion principles of marketingSales promotion principles of marketing
Sales promotion principles of marketingRk Rocky
 
408 MARKETING STRATEGY UNIT 4
408 MARKETING STRATEGY UNIT 4408 MARKETING STRATEGY UNIT 4
408 MARKETING STRATEGY UNIT 4ashishjaswal
 
Happy at work3 thomson reuters_happyatwork_fordistribution
Happy at work3 thomson reuters_happyatwork_fordistributionHappy at work3 thomson reuters_happyatwork_fordistribution
Happy at work3 thomson reuters_happyatwork_fordistributionSalt & Light Ventures
 
Building A Brand Through A Quality Customer Experience
Building A Brand Through A Quality Customer ExperienceBuilding A Brand Through A Quality Customer Experience
Building A Brand Through A Quality Customer ExperienceDaniel M
 
Managing innovation and creativity
Managing innovation and creativityManaging innovation and creativity
Managing innovation and creativityROSHAN LAL KUMAWAT
 
Importance of Sales Training in Ireland.pdf
Importance of Sales Training in Ireland.pdfImportance of Sales Training in Ireland.pdf
Importance of Sales Training in Ireland.pdfSelling Today
 
01. Marketing of Services.ppt
01. Marketing of Services.ppt01. Marketing of Services.ppt
01. Marketing of Services.pptChelsiJain12
 

Similar to Developing competitive advantage through customer service (20)

Hr practices at mc donald's
Hr practices at mc donald'sHr practices at mc donald's
Hr practices at mc donald's
 
Marketing for Entrepreneurs and Small business
Marketing for Entrepreneurs and Small businessMarketing for Entrepreneurs and Small business
Marketing for Entrepreneurs and Small business
 
Defining Marketing for the 21st Century
Defining Marketing for the 21st CenturyDefining Marketing for the 21st Century
Defining Marketing for the 21st Century
 
Role of mis in service industry
Role of mis in service industryRole of mis in service industry
Role of mis in service industry
 
Service marketing mix
Service marketing mixService marketing mix
Service marketing mix
 
CIM Ireland Marketing Awards Launch Presentation
CIM Ireland Marketing Awards Launch PresentationCIM Ireland Marketing Awards Launch Presentation
CIM Ireland Marketing Awards Launch Presentation
 
6128249 (1).pdf
6128249 (1).pdf6128249 (1).pdf
6128249 (1).pdf
 
Defining Marketing for the 21st Century,kotler
Defining Marketing for the 21st Century,kotlerDefining Marketing for the 21st Century,kotler
Defining Marketing for the 21st Century,kotler
 
Kotler mm 13e_basic_01
Kotler mm 13e_basic_01Kotler mm 13e_basic_01
Kotler mm 13e_basic_01
 
Sales promotion principles of marketing
Sales promotion principles of marketingSales promotion principles of marketing
Sales promotion principles of marketing
 
Merchandising ual
Merchandising ualMerchandising ual
Merchandising ual
 
408 MARKETING STRATEGY UNIT 4
408 MARKETING STRATEGY UNIT 4408 MARKETING STRATEGY UNIT 4
408 MARKETING STRATEGY UNIT 4
 
Happy at work3 thomson reuters_happyatwork_fordistribution
Happy at work3 thomson reuters_happyatwork_fordistributionHappy at work3 thomson reuters_happyatwork_fordistribution
Happy at work3 thomson reuters_happyatwork_fordistribution
 
Building A Brand Through A Quality Customer Experience
Building A Brand Through A Quality Customer ExperienceBuilding A Brand Through A Quality Customer Experience
Building A Brand Through A Quality Customer Experience
 
Managing innovation and creativity
Managing innovation and creativityManaging innovation and creativity
Managing innovation and creativity
 
Defining marketing
Defining marketing Defining marketing
Defining marketing
 
Ilm Accreditation
Ilm AccreditationIlm Accreditation
Ilm Accreditation
 
Importance of Sales Training in Ireland.pdf
Importance of Sales Training in Ireland.pdfImportance of Sales Training in Ireland.pdf
Importance of Sales Training in Ireland.pdf
 
Batenborch international
Batenborch internationalBatenborch international
Batenborch international
 
01. Marketing of Services.ppt
01. Marketing of Services.ppt01. Marketing of Services.ppt
01. Marketing of Services.ppt
 

Recently uploaded

18-04-UA_REPORT_MEDIALITERAСY_INDEX-DM_23-1-final-eng.pdf
18-04-UA_REPORT_MEDIALITERAСY_INDEX-DM_23-1-final-eng.pdf18-04-UA_REPORT_MEDIALITERAСY_INDEX-DM_23-1-final-eng.pdf
18-04-UA_REPORT_MEDIALITERAСY_INDEX-DM_23-1-final-eng.pdfssuser54595a
 
SOCIAL AND HISTORICAL CONTEXT - LFTVD.pptx
SOCIAL AND HISTORICAL CONTEXT - LFTVD.pptxSOCIAL AND HISTORICAL CONTEXT - LFTVD.pptx
SOCIAL AND HISTORICAL CONTEXT - LFTVD.pptxiammrhaywood
 
Computed Fields and api Depends in the Odoo 17
Computed Fields and api Depends in the Odoo 17Computed Fields and api Depends in the Odoo 17
Computed Fields and api Depends in the Odoo 17Celine George
 
Solving Puzzles Benefits Everyone (English).pptx
Solving Puzzles Benefits Everyone (English).pptxSolving Puzzles Benefits Everyone (English).pptx
Solving Puzzles Benefits Everyone (English).pptxOH TEIK BIN
 
Crayon Activity Handout For the Crayon A
Crayon Activity Handout For the Crayon ACrayon Activity Handout For the Crayon A
Crayon Activity Handout For the Crayon AUnboundStockton
 
A Critique of the Proposed National Education Policy Reform
A Critique of the Proposed National Education Policy ReformA Critique of the Proposed National Education Policy Reform
A Critique of the Proposed National Education Policy ReformChameera Dedduwage
 
How to Configure Email Server in Odoo 17
How to Configure Email Server in Odoo 17How to Configure Email Server in Odoo 17
How to Configure Email Server in Odoo 17Celine George
 
call girls in Kamla Market (DELHI) 🔝 >༒9953330565🔝 genuine Escort Service 🔝✔️✔️
call girls in Kamla Market (DELHI) 🔝 >༒9953330565🔝 genuine Escort Service 🔝✔️✔️call girls in Kamla Market (DELHI) 🔝 >༒9953330565🔝 genuine Escort Service 🔝✔️✔️
call girls in Kamla Market (DELHI) 🔝 >༒9953330565🔝 genuine Escort Service 🔝✔️✔️9953056974 Low Rate Call Girls In Saket, Delhi NCR
 
“Oh GOSH! Reflecting on Hackteria's Collaborative Practices in a Global Do-It...
“Oh GOSH! Reflecting on Hackteria's Collaborative Practices in a Global Do-It...“Oh GOSH! Reflecting on Hackteria's Collaborative Practices in a Global Do-It...
“Oh GOSH! Reflecting on Hackteria's Collaborative Practices in a Global Do-It...Marc Dusseiller Dusjagr
 
Incoming and Outgoing Shipments in 1 STEP Using Odoo 17
Incoming and Outgoing Shipments in 1 STEP Using Odoo 17Incoming and Outgoing Shipments in 1 STEP Using Odoo 17
Incoming and Outgoing Shipments in 1 STEP Using Odoo 17Celine George
 
internship ppt on smartinternz platform as salesforce developer
internship ppt on smartinternz platform as salesforce developerinternship ppt on smartinternz platform as salesforce developer
internship ppt on smartinternz platform as salesforce developerunnathinaik
 
Presiding Officer Training module 2024 lok sabha elections
Presiding Officer Training module 2024 lok sabha electionsPresiding Officer Training module 2024 lok sabha elections
Presiding Officer Training module 2024 lok sabha electionsanshu789521
 
_Math 4-Q4 Week 5.pptx Steps in Collecting Data
_Math 4-Q4 Week 5.pptx Steps in Collecting Data_Math 4-Q4 Week 5.pptx Steps in Collecting Data
_Math 4-Q4 Week 5.pptx Steps in Collecting DataJhengPantaleon
 
Enzyme, Pharmaceutical Aids, Miscellaneous Last Part of Chapter no 5th.pdf
Enzyme, Pharmaceutical Aids, Miscellaneous Last Part of Chapter no 5th.pdfEnzyme, Pharmaceutical Aids, Miscellaneous Last Part of Chapter no 5th.pdf
Enzyme, Pharmaceutical Aids, Miscellaneous Last Part of Chapter no 5th.pdfSumit Tiwari
 
BASLIQ CURRENT LOOKBOOK LOOKBOOK(1) (1).pdf
BASLIQ CURRENT LOOKBOOK LOOKBOOK(1) (1).pdfBASLIQ CURRENT LOOKBOOK LOOKBOOK(1) (1).pdf
BASLIQ CURRENT LOOKBOOK LOOKBOOK(1) (1).pdfSoniaTolstoy
 
भारत-रोम व्यापार.pptx, Indo-Roman Trade,
भारत-रोम व्यापार.pptx, Indo-Roman Trade,भारत-रोम व्यापार.pptx, Indo-Roman Trade,
भारत-रोम व्यापार.pptx, Indo-Roman Trade,Virag Sontakke
 
Science lesson Moon for 4th quarter lesson
Science lesson Moon for 4th quarter lessonScience lesson Moon for 4th quarter lesson
Science lesson Moon for 4th quarter lessonJericReyAuditor
 

Recently uploaded (20)

18-04-UA_REPORT_MEDIALITERAСY_INDEX-DM_23-1-final-eng.pdf
18-04-UA_REPORT_MEDIALITERAСY_INDEX-DM_23-1-final-eng.pdf18-04-UA_REPORT_MEDIALITERAСY_INDEX-DM_23-1-final-eng.pdf
18-04-UA_REPORT_MEDIALITERAСY_INDEX-DM_23-1-final-eng.pdf
 
SOCIAL AND HISTORICAL CONTEXT - LFTVD.pptx
SOCIAL AND HISTORICAL CONTEXT - LFTVD.pptxSOCIAL AND HISTORICAL CONTEXT - LFTVD.pptx
SOCIAL AND HISTORICAL CONTEXT - LFTVD.pptx
 
Computed Fields and api Depends in the Odoo 17
Computed Fields and api Depends in the Odoo 17Computed Fields and api Depends in the Odoo 17
Computed Fields and api Depends in the Odoo 17
 
Solving Puzzles Benefits Everyone (English).pptx
Solving Puzzles Benefits Everyone (English).pptxSolving Puzzles Benefits Everyone (English).pptx
Solving Puzzles Benefits Everyone (English).pptx
 
Crayon Activity Handout For the Crayon A
Crayon Activity Handout For the Crayon ACrayon Activity Handout For the Crayon A
Crayon Activity Handout For the Crayon A
 
A Critique of the Proposed National Education Policy Reform
A Critique of the Proposed National Education Policy ReformA Critique of the Proposed National Education Policy Reform
A Critique of the Proposed National Education Policy Reform
 
How to Configure Email Server in Odoo 17
How to Configure Email Server in Odoo 17How to Configure Email Server in Odoo 17
How to Configure Email Server in Odoo 17
 
call girls in Kamla Market (DELHI) 🔝 >༒9953330565🔝 genuine Escort Service 🔝✔️✔️
call girls in Kamla Market (DELHI) 🔝 >༒9953330565🔝 genuine Escort Service 🔝✔️✔️call girls in Kamla Market (DELHI) 🔝 >༒9953330565🔝 genuine Escort Service 🔝✔️✔️
call girls in Kamla Market (DELHI) 🔝 >༒9953330565🔝 genuine Escort Service 🔝✔️✔️
 
Model Call Girl in Bikash Puri Delhi reach out to us at 🔝9953056974🔝
Model Call Girl in Bikash Puri Delhi reach out to us at 🔝9953056974🔝Model Call Girl in Bikash Puri Delhi reach out to us at 🔝9953056974🔝
Model Call Girl in Bikash Puri Delhi reach out to us at 🔝9953056974🔝
 
“Oh GOSH! Reflecting on Hackteria's Collaborative Practices in a Global Do-It...
“Oh GOSH! Reflecting on Hackteria's Collaborative Practices in a Global Do-It...“Oh GOSH! Reflecting on Hackteria's Collaborative Practices in a Global Do-It...
“Oh GOSH! Reflecting on Hackteria's Collaborative Practices in a Global Do-It...
 
Incoming and Outgoing Shipments in 1 STEP Using Odoo 17
Incoming and Outgoing Shipments in 1 STEP Using Odoo 17Incoming and Outgoing Shipments in 1 STEP Using Odoo 17
Incoming and Outgoing Shipments in 1 STEP Using Odoo 17
 
Staff of Color (SOC) Retention Efforts DDSD
Staff of Color (SOC) Retention Efforts DDSDStaff of Color (SOC) Retention Efforts DDSD
Staff of Color (SOC) Retention Efforts DDSD
 
internship ppt on smartinternz platform as salesforce developer
internship ppt on smartinternz platform as salesforce developerinternship ppt on smartinternz platform as salesforce developer
internship ppt on smartinternz platform as salesforce developer
 
Presiding Officer Training module 2024 lok sabha elections
Presiding Officer Training module 2024 lok sabha electionsPresiding Officer Training module 2024 lok sabha elections
Presiding Officer Training module 2024 lok sabha elections
 
_Math 4-Q4 Week 5.pptx Steps in Collecting Data
_Math 4-Q4 Week 5.pptx Steps in Collecting Data_Math 4-Q4 Week 5.pptx Steps in Collecting Data
_Math 4-Q4 Week 5.pptx Steps in Collecting Data
 
Enzyme, Pharmaceutical Aids, Miscellaneous Last Part of Chapter no 5th.pdf
Enzyme, Pharmaceutical Aids, Miscellaneous Last Part of Chapter no 5th.pdfEnzyme, Pharmaceutical Aids, Miscellaneous Last Part of Chapter no 5th.pdf
Enzyme, Pharmaceutical Aids, Miscellaneous Last Part of Chapter no 5th.pdf
 
9953330565 Low Rate Call Girls In Rohini Delhi NCR
9953330565 Low Rate Call Girls In Rohini Delhi NCR9953330565 Low Rate Call Girls In Rohini Delhi NCR
9953330565 Low Rate Call Girls In Rohini Delhi NCR
 
BASLIQ CURRENT LOOKBOOK LOOKBOOK(1) (1).pdf
BASLIQ CURRENT LOOKBOOK LOOKBOOK(1) (1).pdfBASLIQ CURRENT LOOKBOOK LOOKBOOK(1) (1).pdf
BASLIQ CURRENT LOOKBOOK LOOKBOOK(1) (1).pdf
 
भारत-रोम व्यापार.pptx, Indo-Roman Trade,
भारत-रोम व्यापार.pptx, Indo-Roman Trade,भारत-रोम व्यापार.pptx, Indo-Roman Trade,
भारत-रोम व्यापार.pptx, Indo-Roman Trade,
 
Science lesson Moon for 4th quarter lesson
Science lesson Moon for 4th quarter lessonScience lesson Moon for 4th quarter lesson
Science lesson Moon for 4th quarter lesson
 

Developing competitive advantage through customer service