Sign Up Now
Get instant access to over 1 million+ study documents
OR
Already registered? click here to login
By creating your account, you agree to our terms of service, privacy policy and student honor code.
¶ … characteristics LensCrafters 3 levesl ( a total 9). a. Customer Benefit Package (CBP), strategy competitive priorities. b. Service delivery system design c. Service encounter design Discuss lessons LensCrafters demonstrates organizations learn.
LensCrafters
LensCrafters is one of the leading prescription grasses and sunglasses companies in the world. Headquartered in the United States, the company is part of the Italian conglomerate Luxottica, which is the largest eyewear company in the world (Barbaro, 2006). The organization was founded in 1983 in Mason, Ohio, and has since then, increased in size, importance and popularity. Today, LensCrafters is notable not only as a provider of eyewear products, but also as a reputable business organization, worthwhile analyzing. In order to conduct this analysis, the focus would fall on four specific issues, as revealed below:
Customer benefit package, strategy and competitive priorities
Service delivery system design
Service encounter design
Lessons from LensCrafters
1. Customer benefit package, strategy and competitive priorities
On a first note, the primary characteristic is represented by the company's commitment to customer satisfaction and value through the delivery of a superior customer benefit package. In this stance, LensCrafters places an increased emphasis on the provision of high quality products, coupled with convenient and high quality services. An example of the company's customer benefit package, revealed below, shows that the company is committed to ease of use, easy accesses, wide product range, quick delivery, availability of accessories, service and so on.
Source: Collier and Evans, 2011
At the level of strategy, the company has focused its attention of the development and implementation of a business model focused on an increased effectiveness of the leadership effort. The program to improve leadership effectiveness was implemented through a duration of two years and its targeted objectives were those of increasing the market share of the organization, as well as generating an increase in sales, and subsequently, profitability. In conducting the strategic intervention, the company paid special attention to directing, coaching, supporting, delegating, goal setting, observing performance and giving feedback. The results of the intervention were better than expected as the company registered...
In other words, the company has focused on the satisfaction of the needs and wants of various stakeholders, and used this process as a means of reputation enhancement. LensCrafters for instance has created a campaign by which their customers were encouraged to donate their used glasses to others in need. Additionally, aside from this, the competitive priorities also fell of high quality services.
"LensCrafters has chosen to differentiate itself from optical competitors with similar products through superior service. While we created GOS [Give the Gift of Sight] for its social benefits, we maintain and grow it because it helps us build a service-minded culture" (Kotler and Lee, 2005).
2. Service delivery system design
The service delivery system at LensCrafters is characterized, at first, by the fact that the company's stores are located in easily accessible areas, meaning as such that it is easy for the customers to find the stores and seek them. Also, the stores are located in crowded and populated areas, such as malls for instance, which means that they have the potential to attract a wide crowd.
Then, a second characteristic is represented by the internal design of the store, which is spacious and reveals the organizational commitment to high quality products and services. The stores are as such filled with professional equipments, meant to serve the every need of customers.
"The servicescape is designed to convey an impression of quality and professionalism. The store is spacious, open, clean, carpeted, with professional merchandise display areas, modern furniture in the retail area, and modern equipment in the laboratory, technicians in white lab coats, shiny machines in the lab, and bright lights throughout" (Collier and Evans, 2011)
Last, the final characteristic at the level of the service delivery system design is represented by the fact that the company has designed its business model to also include the service delivery system. This commitment to the delivery system is revealed at the very core of the company, through the promise of…
References:
Barbaro, M., 2006, Personal business; at LensCrafters, selling candor and designer frames, The New York Times, http://query.nytimes.com/gst/fullpage.html?res=9E0DE0D9163FF936A25757C0A9609C8B63 last accessed on June 6, 2012
Collier, D.A., Evans, J.R., 2011, OM3, 3rd edition, Cengage Learning
Kotler, P., Lee, N., 2005, Corporate social responsibility: doing the most good for your company and your cause, John Wiley and Sons
Phillips, J.J., 1994, Measuring return on investment, Vol. 2, American Society for Training and Development, ISBN 1562860658
Italian-Americans -- 1930s The American experience for Italian immigrants (with particular emphasis on the 1930s) is the salient topic for this paper. The materials presented from scholarly sources in this paper show the positive and negative impacts experienced by Italian-American immigrants; those sources will also be critiqued and analyzed in the context of the experiences, including impacts such as discrimination that Italian-Americans went through during the 1930s. Italians Arrive in the United
[footnoteRef:5] Although Cavour could not pursue Napoleon III to continue war with Austria due to Napoleon III facing pressure domestically and abroad, there were long-term gains made by him. Kingdom of Piedmont was recognized by many world powers. Pope's power along with hat of Austrians was significantly reduced after wars in 1950s and 60s. Nonetheless, it was due to the valor of Giuseppe Garibaldi that enabled the unification to be
The biggest reason for this was financial. Farming takes time to sow, grow and harvest, and there was simply not time for that; the Italian immigrant needed to make as much money as he could in the least time possible; farming simply would not work (2008). Farming also implied a certain amount of permanence, which was not the plan for many Italian immigrants (Mintz 2007). Land in America was also
Italian-Americans The standard history of the Italian-American experience, La Storia by Jerre Mangione and Ben Morreale, speaks of the "five hundred year" span of that experience. This is a somewhat whimsical reference to the Italian (specifically Genoese) explorer Christopher Columbus: although Columbus' 1492 voyage of discovery did indeed bring an Italian into North American waters, one can hardly call Columbus an "Italian-American." However the annual federal holiday of Columbus Day was initially
Even the better aspects of the Corleone family are shown in a light that makes them seem contrary to the personalities and wills of other, more "typical" Italian-Americans. That is, their positive qualities are shown in the film to be aberrations; departures from the Italian-American norm. Don Corleone's initial reluctance -- refusal, in fact -- to become involved in any way with the drug trade makes him appear noble, yet
People were traveling to lands like Jerusalem or Egypt, the Greek Islands and to cities like Barcelona, Lisbon or Bruges. Merchandise and aliens were bringing along traditions and civilizations different from their own. Another factor that influenced a cultural unity in Italy during the Renaissance was according to Welch the claim of being the inheritor of Rome every major Italian city had. The culture of the antiquity, Latin or Greek