Customer Service Essays (Examples)

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Customer Management Practices at AC Guy Ltd

Words: 2861 Length: 10 Pages Document Type: Essay Paper #: 56893142

Customer Management Practices at AC Guy Ltd.

For services businesses that deliver highly specialized knowledge and expertise to customers, their ability to set reasonable and realistic expectations and then deliver exceptional experiences is critical to their long-term growth. The essence of customer management in services businesses including each area of the heating, ventilation and air conditioning (HVAC) industry is predicated on this concept of customer management. Concentrating on setting realistic expectations then delivering excellent experiences is the essence of excellence in customer management. Creating expectations and delivering remarkable experiences for customers in service industries gets quickly beyond technical ability to the innate sense of what really matters to customers and addressing those issues clearly, candidly and honestly (Ang, Buttle, 2009). The bottom line is that by continually delivering exceptional customer service experiences based on realistic expectations builds trust and reinforces a reputation of excellence in customer service. Trust is the…… [Read More]

References

Ang, L. & Buttle, F. 2009, "Customer development strategies for exceeding expectations - An exploratory study," Journal of Database Marketing & Customer Strategy Management, vol. 16, no. 4, pp. 267-275.

Arnett, D.B. & Badrinarayanan, V. 2005, "Enhancing Customer-Needs-Driven Crm Strategies: Core Selling Teams, Knowledge Management Competence, and Relationship Marketing Competence," The Journal of Personal Selling & Sales Management, vol. 25, no. 4, pp. 329-343.

Ballantyne, D. 2005, "Customer Relationship Management: Creating Competitive Advantage through Win-Win Relationship Strategies," Managing Service Quality, vol. 15, no. 5, pp. 485-488.

Crosman, P. (2008). SaaS gains street traction -- providers are pitching software-as-a-service as a universal answer to application needs. But will wall street firms adopt SaaS beyond CRM? Wall Street & Technology, 26(9), 37-n/a.
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Customer Relations Service Comparisons There Are

Words: 1447 Length: 3 Pages Document Type: Essay Paper #: 21679537

This irritated the client, but the situation was the worst when he took the family on an international trip and found that their seats has been reassigned to the non-Premier areas of the aircraft with less legroom. This also happened on subsequent flights, and the client felt that he was treated like baggage. (Sturm, 2004) It has already been seen that this airline is concerned about their customers, yet the airline succeeded in irritating a customer with what the customer feels is "lack of gratitude." One is sure that what the airline staff did was according to the laws, but the client was unhappy. This is generally the result of not being able to communicate in a manner that makes clients happy. Thus methods of implementation are probably as important as the policies themselves.

Let us now look at another airline from the list. Delta Air Lines chief customer service…… [Read More]

References

American Airlines adds extra feature and more self-service machines" (16 September, 2005)

Airline Industry Information. Retrieved at http://www.findarticles.com/p/articles/mi_m0CWU/is_2005_Sept_16/ai_n15397415Accessed 7 October, 2005

Delta Air Lines aims to climb customer satisfaction table" (6 October, 2004) Airline

Industry Information. Retrieved at http://www.findarticles.com/p/articles/mi_m0CWU/is_2004_Oct_6/ai_n6228361. Accessed 7 October, 2005
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Customer Centricity - Literature Review

Words: 6336 Length: 20 Pages Document Type: Essay Paper #: 58933056

Even customers who are satisfied with something do not always return to that specific business, especially if the business is somewhat out of the way or relatively inconvenient to get to (Jackson, Cunningham, & Cunningham, 1988).

Customer loyalty is generally thought to be achieved when a customer returns to buy something that they have bought before from the same company (Jackson, Cunningham, & Cunningham, 1988). There are many other ways to measure loyalty statistically, but it basically boils down to a customer returning to a business even though there are so many other choices available (Jackson, Cunningham, & Cunningham, 1988).

There are many ways to increase customer loyalty and it is significant to discuss some of them here (Rackham, Honey, Colbert, Fields, Hinson, Morgran, Morris, Sugden, & Tribe, 1971). One of the best ways is to meet or exceed many of the service standards that others in the industry have…… [Read More]

Bibliography

Achrol, R. & Stern, L.W. (1988). Environmental Determinants of Decision Making Uncertainty in Marketing Channels. Journal of Marketing Research, 25: 36-50.

Assael, H. (1987). Consumer Behavior and Marketing Action. Third Edition, Boston, MA: PWS-Kent.

Bitran, G., and Hoech, J. (1990). The Humanization of Service: Respect at the Moment of Truth. Sloan Management Review, 31(4), 89-96.

Boyan, l. And Enright, R. (1992). High Performance Sales Training. New York: AMACOM Division of American Management Association.
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Service Operations Management Report Mccarran

Words: 2781 Length: 9 Pages Document Type: Essay Paper #: 20051100

While this paper focuses on process-centric improvements to McCarran, the research completed for this paper highlights the critical need for an all-encompassing IT architecture that allows for data to support both processes as thoroughly as possible.

Figure 3: Combining the Check-in and retailing processes for greater efficiency

Luggage and Baggage Process Improvements

Another major area of process improvement McCarran needed to focus on was luggage and baggage handling. The airport had been losing between 10% to 30% of all bags, leading to high levels of customer dissatisfaction and many manual processes attempting to compensate for the confusion around this broken process. Relying on Radio Frequency Identification Devices (RFID) McCarran piloted several programs for baggage tagging, management and retrieval using the RFID standard. In the retail industry, Wal-Mart has been a pioneer in establishing higher levels of performance in logistics and supply chain performance using RFID, and McCarran's many efforts have…… [Read More]

Joustra & Dijik (2001) - Paul E. Joustra and Nico M. Van Dijk. SIMULATION OF CHECK-IN AT AIRPORTS. Presented Proceedings of the 2001 Winter Simulation Conference B.A. Peters, J.S. Smith, D.J. Medeiros, and M.W. Rohrer, eds. http://delivery.acm.org.l/10.1145/570000/564271/p1023joustra.pdf?key1=564271&key2=2390578611&coll=portal&dl=ACM&CFID=11352431&CFTOKEN=77150947

Liu and Wang (2006) - Integrated RFID Data Modeling: An Approach for Querying Physical Objects in Pervasive Computing IBM Silicon Valley Lab and Siemens Corporate Research Princeton, NJ, USA CIKM'06, November 5-11, 2006, Arlington, Virginia, USA.

Study in Contrasts (2006) - A Study in Contrasts: The Evolving SOA Strategies of IBM And Microsoft Thursday, October 05, 2006: Dennis Gaughan. AMR Research. Article.
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Service Quality of Singapore Airline

Words: 1774 Length: 6 Pages Document Type: Essay Paper #: 95444893

Service Quality of Singapore Airline

The focus of this work in writing is the examination of the SERVQUAL model as it applies to a case study of Singapore Airlines in regards to service quality and the application of a conceptual model of service quality. This study will additionally explain the gap in service quality between firm and customer.

The work of Prayag and Dookhony-Ramphul (2010) report that the SERVQUAL model "is still the most widely used scale for measuring service quality. The SERVQUAL scale has been applied to airlines, hotels, financial services, health care, and the public sector." (p.3) uttle (1995) reports that SERVQUAL makes provision of a technology "for measuring and managing service quality (SQ). Since 1985, when the technology was first published, its innovators Parasuraman, Zeithaml and erry, have further developed, promulgated and promoted the technology through a series of publications." (p.8) It is reported that the AI/Inform…… [Read More]

Bibliography

Buttle, F. (1995) SERVQUAL: Review, Critique, Research Agenda. European Journal of Marketing 30,1. Oct 1994.

Parasuraman, A., Zeithaml, V.A. And Berry, L.L. (1985), "A conceptual model of service quality and its implication," Journal of Marketing, Vol. 49, Fall, pp. 41-50.

Parasuraman, A., Zeithaml, V.A. And Berry, L.L. (1986), "SERVQUAL: a multiple-item scale for measuring customer perceptions of service quality," Report No. 86-108, Marketing Science Institute, Cambridge, MA.

Parasuraman, A., Zeithaml, V.A. And Berry, L.L. (1988), "SERVQUAL: a multi-item scale for measuring consumer perceptions of the service quality," Journal of Retailing, Vol. 64, No. 1, pp. 12-40.
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Customer Relationship Management

Words: 1892 Length: 7 Pages Document Type: Essay Paper #: 22383634

Customer elationship Management

Over the last several years, customer relationship management (CM) has become an area which is helping firms to reduce costs and increase productivity. This is because it is focusing on offering small, medium and large sized businesses with number of solutions to streamline their operations. While at the same time, they are utilizing technology to integrate various solutions together. The most notable include: technical support, sales, marketing and customer service. (Brookings, 2013) (Buttle, 2012)

These areas are helping firm to reduce their costs and more effectively understand what is most important to their customers. This is when they can introduce products and services which are most in demand. These objectives are achieved by creating a single platform and adapting to the organization itself. This offers a firm with a customized solution (via the Internet) that assists them in understanding cliental and the marketplace. (Brookings, 2013) (Buttle, 2012)…… [Read More]

References

A Smarter Approach to CRM. (2011). IBM. Retrieved from:  http://www-935.ibm.com/services/us/gbs/alliances/microsoft/images/SMW03042WWEN.PDF 

Brookings, M. (2013). What are the Advantages and Disadvantages of CRM? Houston Chronicle. Retrieved from:  http://smallbusiness.chron.com/advantages-disadvantages-crm-43395.html 

Buttle, F. (2012). Customer Relationship Management. New York, NY: Routledge.

Lawson, L. (2013). Just the Stats. IT Business Edge. Retrieved from: http://www.itbusinessedge.com/cm/blogs/lawson/just-the-stats-the-sad-sad-state-of-crm-integration/?cs=50900
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Service and Marketing Customer Point-Of-View

Words: 1717 Length: 6 Pages Document Type: Essay Paper #: 77509336

Customer Service and Marketing

Customer Centric usiness

The customer-centric business model is a necessary hybrid delivery system of goods and services in today's business environment. With the advent of the Internet, and e-business, customers are no longer limited by traditional geographic parameters for their purchase choices. Other factors which established boundaries to the consumer's choices, such as limited knowledge of purchase options, and time constraints, or the inability to travel, and research options before making a purchase choice have been dissolved.

Today's consumer is driving the marketplace in much more powerful ways, since he or she can sit at a desktop computer, and become aware of the options, prices, and product selection in minutes. Armed with this power, the retailer, or provider of good and services that are not also in touch with the advancing level of consumers desires will be left with full shelves, few customers, and falling revenues.…… [Read More]

Bibliography

Almasy, Erich. Building a Customer-Centric Organization. 2000. Mercer Management Conculting. Accessed 12 Dec 2002. http://www.mmc.com/views/00winteralmasy.shtml

Drucker, Peter. (1982) In Search of Excellence. SanFrancisco: HarperCollins.

Ryan, Janet. Creating a Customer-Centric Online Business. 2001. Clickz.com. Accesses 12 Dec 2002 http://www.clickz.com/res/analyze_data/article.php/843481
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Service Fairness in CRM in

Words: 620 Length: 2 Pages Document Type: Essay Paper #: 47566725



Time Warner approaches the issue of returns and service adjustment through a series of escalation paths and programs. These are the first step in averting any potential need for service recovery. When the service disruption is their fault or the fault of weather-related causes the company, Time Warner is quick to provide a refund or at least a credit for lost service. This is consistent with the concept of reciprocation and respect for customers as well (Thanh, 2007).

Time Warner is less apt however to provide a refund or credit if there is a conflict with a customer over the quality or latency of a signal over time. This is unquantifiable from a Time Warner standpoint, but very real to a customer. The divergence between what quality level Time Warner thinks it is delivering and it actually is from a customers' perception causes the majority of churn in their customer…… [Read More]

References

Pazzanese, Christina. 2007. To get a train-delay refund, you must click the link. Christina Pazzanese. Boston Globe. Boston, Mass.: Oct 21, 2007.

Seiders, Kathleen, & Berry, Leonard L. 1998. Service fairness: What it is and why it matters The Academy of Management Executive. Briarcliff Manor: May 1998. Vol. 12, Iss. 2; pg. 8

Birud Sindhav, Jonna Holland, Amy Risch Rodie, Phani Tej Adidam, Louis G. Pol. 2006. The Impact of Perceived Fairness on Satisfaction: Are Airport Security Measures Fair? Does it Matter? Journal of Marketing Theory and Practice. Vol. 14, Iss. 4; pg. 323.

Dang, Dan Thanh, 2007. Tenacity more help than warranty. The Baltimore Sun Tribune Business News. Washington DC.
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Customer Experiences Causes and Outcomes

Words: 1139 Length: 4 Pages Document Type: Essay Paper #: 20801097

If the staff member notes a negative mood on the part of the customer in terms of tone of voice, speech patterns and word choice, or through other elements of the customer's interaction with the staff member, the staff member should adopt specific tones intended to soothe or otherwise improve customer mood. This can only be accomplished t a certain degree, and it is not expected that a staff member will be able to move a customer's mood from fully negative (which could be caused by any number of events in the customer's life) to fully positive, however any correction in the customer's mood that the staff members makes can lead to a significant shift in the overall experience of the customer; if the degree of negativity in the initial customer mood can be lessened even slightly then the customer experience can much more easily be made positive. After this,…… [Read More]

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Service Quality Research the Research Discussed in

Words: 2696 Length: 8 Pages Document Type: Essay Paper #: 63790144

Service Quality esearch

The research discussed in this paper is based on the application of the SEVQUAL model to the restaurant sector of the hospitality service industry. The SEVQUAL model was developed in 1985 and has been refined since for use in the service industry. In contrast to goods, service quality has been difficult to measure because of the intangibility, variability and heterogeneity of the service. Moreover, the service quality depends on the interaction between service provider and consumer. The SEVQUAL model was developed to overcome these limitations. The research articles discussed in the following sections were all conducted to apply the model in the restaurant sector to evaluate the service quality of various kinds of restaurants.

In addition to the SEVQUAL model, another useful model is the DINESEV model which has also been used by a couple of the researches discussed in this paper. The researches discussed in this…… [Read More]

References

Chow, I.H., Lau, V.P., Lo, T.W., Sha, Z., & Yun, H. (2007). Service quality in restaurant operations in China: Decision- and experiential-oriented perspectives. Hospitality management, Vol. 26, pp. 698-710. Accessed from www.sciencedirect.com

Fitzsimmons, J.A., & Fitzsimmons, M.J. (2006). Service management. 5th ed. Tata McGraw-Hill.

Fu, Y., & Parks, S.C. (2001). The relationship between restaurant service quality and cnsumer loyalty among the elderly. Journal of hospitality tourism research, Vol. 25, pp. 320-336. doi: 10.1177/109634800102500306.

Grigoroudis, E., & Siskos, Y. (2009). Customre satisfaction evaluation: Methods for measuring and implementing service quality. Springer Publications.
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Customer Care Analysis Quality Assurance Means Developing

Words: 580 Length: 2 Pages Document Type: Essay Paper #: 10420927

Customer Care Analysis

Quality assurance means developing operational controls that will ensure that the results match the desired outcomes. Quality Assurance in customer service refers to the process of monitoring and grading representative interactions that will ensure a customer experience that is quality. Customer service operations are designed to keep customers satisfied while at the same time protecting the organization. The main goal of customer service is to help customers solve problems.

Therefore for this function to be carried out effectively, customer service has to be accessible, knowledgeable and reliable and deliver results. To ensure that customer service achieves it set goal quality assurance should be carried out as they apply to how the customers will be served best. Therefore quality assurance identifies the requirements and measures how well customer service is performing with respect to each other. In a nutshell quality assurance in customer service can be defined as…… [Read More]

NVQ code of practice sets out responsibilities for the NVQ awarding bodies and their approved centers for the administration, assessment and verification. The NVQ code of practice therefore supplements, where applicable the requirements of statutory regulations of external qualifications in UK. This it achieves by specifying the additional quality assurance and control requirements that apply and reflect the distinctive character of NVQ. Therefore when external quality assurance is done it has to be in line with the qualifications accredited against these standards in customer service as meeting the assessor and verifier qualification requirements that are set out in the NVQ code of practice.

There are various functions of the external quality assurance for an institution and that if the quality assurance is appropriately applied, it will benefit the institution in a great manner. One of the significant function is the use of the plan to measure quality of education within the organization and as compared to the external institutions. It can also be used to control quality to the desired standards. The plan can as well be utilized in elimination of the bad programs or even departments within the institution. This is also a well structured way of ensuring accountability within the institution. With the proper implementation of the external quality assurance, there is also the assurance of having improvements in general for the institution and the administration (International Institute for Educational Planning (UNESCO), 2011).

The procedures are documented and there is utmost security when sending and receiving details of the results. There is also staff, resources and equipment that in support of assessment of the organization. There are also arrangements in place to obtain a unique learner number and record if and when they are required to do so hence documents are in place to ensure the
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Customer vs Investors To Begin Customers Are

Words: 1400 Length: 3 Pages Document Type: Essay Paper #: 97942133

Customer vs. Investors.

To begin, customers are the central component of any successful business. A relentless approach to customer satisfaction is what has created some of the world's greatest companies. To be successful, corporations must address a specific need by a customer, and satisfy that need better than the competition. As such, investors prosper as the companies they own perform well for the customer. This is the only manner in which investors can prosper. If customer needs are not being adequately addressed, the investor suffers as consumers leave to a competing firm. Therefore, it is my belief that John McKay is correct in his assertion that companies must put customers ahead of investors (Pride, 2008).

Investors exist only because there is a viable market for the goods and services their companies provide. If no demand for these services existed, investors would subsequently not exist. By providing these services investors deserve…… [Read More]

References

1. Kali-ski, B. (Ed.). Ethics in Management. (2001). Encyclopedia of Business and Finance (2nd ed., Vol. 1). New York: Macmillan Reference.p.2. Swire, 1997

2. Armstrong, Scott (1977). "Social Irresponsibility in Management." Journal of Business Research (Elsevier North-Holland Inc.) 15: 185 -- 213.

3. Carpenter, M., Bauer, T. & Eiderdown, B. (2010). Principles of Management v1.1. Arlington, NY: Flat World Knowledge.p.3.

4. Pride, William M., Hughes, Robert James, & Kickapoo, Jack R. (2008). Business (9th ed.) Boston, MA: Hough-ton McFarland Company. ISBN 0-618-77091-7
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Customer Relations Management Concepts the

Words: 599 Length: 2 Pages Document Type: Essay Paper #: 89274355



Generally, the principal means of achieving that essential integration of functions is through modern data information systems capable of storing relevant information and connecting it in ways that are conducive to promoting sales opportunities. In addition to the functions of information storage and processing, technology also provides a degree of automation that allows the easy accommodation of processes that would be either extremely difficult and time-consuming or completely overwhelming if they were performed by human beings repetitively and one task at a time (Russell-Walling, 2007).

Personal Experiences with CRM Issues

My only experience with CRM systems was within an organization that was not particularly successful at maximizing their potential. The new system was installed and employees received demonstrations of the available capabilities, but only one or two functions was ever fully exploited. The organization treated the CRM system more as a one-time IT initiative and less as a new way…… [Read More]

Sources Consulted

Kinicki, A. And Williams, B. (2005). Management: A Practical Approach. New York:

McGraw-Hill.

Robinson, R.A. "Quick Study: Customer Relationship Management (CRM)" Computer

World Magazine, February 28, 2000. Accessed 2 Aug 2011, from:
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Services Organization Recovery Hair Salon

Words: 2695 Length: 10 Pages Document Type: Essay Paper #: 56723892

The triggers for deciding not to proceed can include everything from not being able to book at a time convenient to them, to rudeness on the part of the receptionist, or any other perceived slight that gives the customer a reason to lack confidence in the process.

This point does not have a definable moment at which feedback occurs. This is typical in many businesses - it's akin to a customer walking in and then walking out without purchase. In this case, if the customer is on the line and decides not to make an appointment, the receptionist should immediately recognize that there is a problem and attempt to recover. Since, however, the receptionist may be the problem, management needs to have some involvement at this stage of the process. I would make it a policy that any time a customer calls inquiring about an appointment, management be notified. If…… [Read More]

References

Van Bennekom, Fred no date, ' Making the Case for Service Recovery - Customer Retention'. GreatBook.com Retrieved May 19, 2008 at http://www.greatbook.com/effective_complaint_handling.htm

Tschol, John 2005, 'Service Recovery: Create Loyal Customers for Life' Small Business Toolbox Retrieved May 19, 2008 at http://www.nfib.com/object/IO_21944.html

Sidorowicz, Rick 2001, 'Customer Obsession - Service Recovery' the CEO Refresher Retrieved May 19, 2008 at http://www.refresher.com/!obsession3.html

Bliss, Jeannie 2007, '10 Steps to Recovery for Jet Black and Blue' Mpdailyfix.com Retrieved May 19, 2008 at http://www.mpdailyfix.com/2007/02/jet_black_and_blue_can_jet_blu.html no author 2006, 'Services Management' NC State University Retrieved May 19, 2008 at http://www4.ncsu.edu/~hp/MMW-Lecture5.pdf no author 2008, 'The Service Recovery Paradox: Increased Loyalty through Effective Service Recovery' Customer Experience Labs Retrieved May 19, 2008 http://www.customer-experience-labs.com/2008/04/14/the-service-recovery-paradox-increased-loyalty-through-effective-service-recovery/
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Customer Experience and Employee Satisfaction

Words: 4822 Length: 15 Pages Document Type: Essay Paper #: 73314610

It is a broader notion or the next evolutionary stage of client relationship management approach.

A customer-centric organization is defined as the one, offering long-term constant and consistent best quality experience to clients 'over all customer access points; across all marketing, sales, and service programs; throughout all parts of the organization.' As can be clearly inferred from this definition, the product will vary over time to satisfy evolving clients needs, but the staff of the company must be adequately train to offer best quality service no matter what product it offers to the clients: at the access points, at the logistics offering optimal time of the service or delivering a product, and after sales servicing to motivate another purchase.

There are certain steps within building such organization. The first phase of collecting and analyzing client database corresponds to the first phase of client relationship management and calls for clear understanding…… [Read More]

References

Ahn, J.Y. Some aspects on the Web data mining for effecting eCRM from a statistical viewpoint, PhD dissertation, Chonbuk National University, Chonju.

Bertz, R. Jr., Thomas, S. Perceived Equity, Motivation, and Final-offer Arbitration in Major League Baseball, Journal of Applied Psychology, Volume 77, pp. 280-287, 1992.

Bolton, M. Customer Centric Business Processing, International Journal of Productivity & Performance Measurement, Volume 53, i, pp. 44-51, 2004.

Bose, R. Customer Relationship Management: Key Components for it Success, Industrial Management & Data Systems, Volume 102/2, pp. 89-97, 2002.
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Customer Relationship Management Strategy

Words: 4756 Length: 17 Pages Document Type: Essay Paper #: 37586894

Customer relationship management (CM) is an essential component of organizational management. The purpose of this discussion is to focus on a CM strategy for United Behavioral Health a subsidiary of United Health Care . . United Behavioral Health is dedicated to presenting customers with high quality, cost-effective, managed mental health and substance abuse services to its customers. The investigation suggests that the company's core values have been successfully implemented into the company's CM Strategy. The current CM strategy utilizes technology to allow customers to voice their opinions. Currently the company's website ubhweb.uhc.com provides a page that offers help to members that are experiencing problems. In addition, it provides customers with "coaches" that can help whenever problems arise. The company's customers are currently divided into three different groups; the employer division, the health plan division and the public sector. We found testimonials of customers who were extremely satisfied with the care…… [Read More]

REFERENCES

Your Customers are Speaking To You. Do You Hear Them? 2002. 2 December 2004

http://www.jandlmarketing.com/pages/articles/article13.html

Gupta S. Binggeli U., Poomes C.D., CRM in the Air. The McKinsey Quarterly. Page Number: 6+.

Jacobs F.A., Claire Kamm Latham, Choongseop Lee. 1998. The Relationship of Customer Satisfaction to Strategic Decisions. Journal of Managerial Issues. Volume: 10. Issue: 2. Page Number: 165+.
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Services Marketing Strategy Report the Airline Business

Words: 2534 Length: 8 Pages Document Type: Essay Paper #: 66334608

Services Marketing Strategy eport

The airline business is among the most competitive sectors in the economy. The business requires the investors to invest huge amounts of capital to sustain the operations of the business. The difference in the capital available has resulted into emergence of superior airline companies that have dominated the global market. The airline companies are mainly a service delivery oriented offering transport for passengers and language.

The airline company under evaluation is Singapore Airlines. The company was incorporated in 1947 originally as Malayan Airways Limited. With the help from British Commonwealth airlines, the company increased its fleet size to become among the major players in the airline industry. The company has a strong presence in Asia, which is the major market. The company operates trans-Pacific flights, which increase revenue. The company also diversifies its operations to provide services like as aircraft managing and engineering services (Lee &…… [Read More]

References

Beiske, B. (2007). Loyalty management in the airline industry. Mu-nchen: GRIN Verlag GmbH.

Capon, N., & Hulbert, J.M. (2007). Managing marketing in the 21st century: Developing and implementing the market strategy. Bronxville, N.Y: Wessex Inc.

Chary, S.N. (2009). Production and operations management. New Delhi: Tata McGraw-Hill.

De, L.C. (2003). The Rough guide to Malaysia, Singapore and Brunei. New York: Rough Guides.
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Customer Centric Culture - Organizing

Words: 3643 Length: 10 Pages Document Type: Essay Paper #: 564576

All those nice customer-friendly marketing techniques notwithstanding, hite notes, customer-centered personalization can't work well without being linked with high-quality, high-visibility customer service.

Even some of the most successful corporations, like IBM, apparently stumbled along for a time, totally failing to "get it" when it came to customer-centric strategies. According to the industry publication Chain Store Age, in the early 1990s, a customer-centric culture "was foreign to Big Blue" - and to al-Mart - until fairly recently. The writer goes on to explain that when considering al-Mart and Target (two retail giants that are becoming "more alike than different"), "sameness" is a "trap" that happens when a company "takes its eye off the brand to focus on the numbers, loyalty goes by the wayside. It happened to Sears," the article asserts.

RESISTANCE TO CCS/CRM: In the Jossey-Bass book, Designing The Customer-Centric Organization (Galbraith 2005), the author suggests that businesses that hesitate…… [Read More]

Works Cited

Angel, Robert. (2004). Sustaining Profitable Customer Relationships Requires Real Leadership.

Ivey Business Journal, 1-7.

Berry, Leonard L. (2001). The Old Pillars of New Retailing. Harvard Business Review on Customer Relationship Management.

Chain Store Age. (2006). The Retail Life Cycle. Retrieved 10 Jan 2007 at  http://www.chainstoreage.com .
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Service the Customer Is Always Right in

Words: 706 Length: 2 Pages Document Type: Essay Paper #: 22045106

Service

The Customer Is Always ight

In today's highly challenging and dynamic business world where most of the companies enjoy an online presence and Internet shopping has become a norm, customer service has turned into a major issue. In an article titled ' The customer is always right' written by Cory Goldman, the author explains how poor customer service on the Internet can result in loss of customers. Goldman cites the example of one shopper who went to a site to purchase anti-virus software but never received the product or email confirmation despite his frantic attempts to get an answer. The customer finally got some response many weeks later and found much to his disappointment that he had been charged twice for the product and also for online support. This shows that customer service on the Internet is a major issue of concern since it is so easy to get…… [Read More]

References

Corey Goldman, The Customer Is Always Right Story location: Wired News, March 1999

http://www.wired.com/news/business/0,1367,18168,00.html

Kristine Dillon, Treating Students Like Customers, http://enews.tufts.edu/stories/081902StudentServices.htm
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Customer Differentiation the Long-Term Effects

Words: 739 Length: 2 Pages Document Type: Essay Paper #: 16218181

It is possible to find examples of nearly every service business in existence using SEVQUAL or a variation of this methodology to quantify customer service performance. An interesting second development is the correlation found between customer satisfaction, market share and profitability (Anderson, Fornell, Lehmann, 1994). Based on the strength of this association many companies are investing heavily in analytics to evaluate just how effective their customer service strategies are in earning satisfaction in the short-term and trust in the long-term.

Conclusion

Values-based differentiation and advanced methodologies for measuring customer satisfaction are re-ordering the global marketing landscape today. The emphasis on analytics is what many multinational and global marketers are using to unify these strategies, with the core focus being on how to translate their many combined efforts into the role of trusted advisor (Dimitriadis, Kouremenos, Kyrezis, 2011). Trust is the most powerful differentiator there is and is also highly effective…… [Read More]

References

Aksoy, L., Cooil, B., Groening, C., Keiningham, T.L., & Yalcin, A. (2009). Does customer satisfaction lead to an increased firm value? GfK Marketing Intelligence Review, 1(2), 8-15,61.

Anderson, E.W., Fornell, C., & Lehmann, D.R. (1994). Customer satisfaction, market share, and profitability: Findings from sweden. Journal of Marketing, 58(3), 53-53.

Badri, M.A., Abdulla, M., & Al-Madani, A. (2005). Information technology center service quality: Assessment and application of SERVQUAL. The International Journal of Quality & Reliability Management, 22(8), 819-848.

Boote, A.S. (1981). Market segmentation by personal values and salient product attributes. Journal of Advertising Research, 21(1), 29-29.
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Customer Relationships

Words: 923 Length: 3 Pages Document Type: Essay Paper #: 53358082

Customer Relationships

Nordstrom, Inc. has long enjoyed a reputation for providing superior customer service. This paper examines Nordstrom strategies that the retailer employs to build customer relationships and promote customer loyalty.

Nordstrom is one of the nation's leading fashion specialty retailers, with 204 stores that are located in 28 states. It was founded in 1901 as a shoe store in Seattle, and today operates 115 full-line stores, 86 Nordstrom Racks, two Jeffrey boutiques, and one clearance store. Nordstrom also serves its customers through its website and through its catalogs (Gonzales, 2).

Nordstrom's business strategy has been called "greed through love" (deFelice). The 110-year-old retailer owes its success to customer-friendly policies that are well-known, widely admired, and frequently imitated in the U.S. retail industry. Nordstrom employees work to form customer relationships, and the company is known to have one of the most customer friendly merchandise return policies in the global retail…… [Read More]

Works Cited

Brzozowski, Len. "Customer Service: A Culture, Not a Department." 2011. Xavier University. 20 April 2011. < http://www.xavier.edu/xlc/about/Customer-Service-A-Culture,-Not-a-Department.cfm>

DeFelice, Alexandra. "A Century of Customer Love." 2005. DestinationCRM.com. 20 April 2011. <  http://www.destinationcrm.com/Articles/ReadArticle.aspx?ArticleID=42958 >

Farfan, Barbara. "Customer-centric Choices Lead Nordstrom From Distress to Success." 2010. About.com. 20 April 2011. < http://retailindustry.about.com/od/retailtrendsetters/ig/2010-U.S.-Retail-Store-Openings/Nordstrom-2010-Store-Openings.htm>

Gonzales, Kristen. "Nordstrom announces beneficiaries for Christiana Mall store opening gala." 2010. Thomson Reuters Investor Relations Solutions. 16 December 2010.
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Customer Loyalty Programs Are They

Words: 2377 Length: 7 Pages Document Type: Essay Paper #: 9068239



Sampling Design

The study will utilize random sampling technique at three different grocery locations. The researcher will administer the study to customers who are shopping at the store. The researcher will ask the customer questions about what influenced their decision to shop at that particular store that day.

Data Collection Method

The primary data collection method for the study will be quantitative. Quantitative study methods are most useful when the data can be transformed into t numerical data point. This study will compare the importance of the factors being examined through a Likert-type survey questionnaire. Study participants will fill out and return the study results immediately to the researcher onsite.

Contribution of Study

This study will contribute to a better understanding of the importance of customer loyalty cards to the decision to shop at a particular grocer. The study will help manager, policy makers, and other researchers better understand how…… [Read More]

Bibliography

Basso, L., Clements, M., & Ross, T. 2007. Moral Hazard and Customer Loyalty Programs. [online]. 14 August 2007. Available at http://www.economics.ucr.edu/seminars/winter08/ets/TomRoss.pdf[Accessed 25 October 2008[.

Butscher, S. 2002. Customer Loyalty Programmes & Clubs. 2nd Edition. Aldershot, England: Gower Publishing Company.

CIOInsight. 2003. Trends: Loyalty Programs. CIO Insight Online. [internet] 1 December 2003. Available at http://www.cioinsight.com/c/a/Special-Reports/Trends-Loyalty-Programs/[Accessed 25 October 2008]/

Dowling, G., & Uncles, M. 1997. Do Customer Loyalty Programs Really Work? MIT Sloan Management Review [online] Summer 1997. 38 (4): 71-82. Available at http://sloanreview.mit.edu/smr/issue/1997/summer/6/[Accessed 25 October 2008].
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Customer Retention Strategies - Executive

Words: 870 Length: 3 Pages Document Type: Essay Paper #: 27986599

As has been mentioned in the introduction, the four tactics that comprise this strategy include providing a dedicated and exclusive customer service manager to the largest accounts due to their complex, often urgent, and difficult-to-solve problems and requests; the use of value-added promotions and coupons including added services that by themselves would be only marginally successful yet when bundled with other tactics appears to be working; the utilization of segmentation strategies for isolating the unmet needs of customers and designing loyalty programs for them and developing product line extensions to fulfill those needs; and the development of event-based marketing programs to involve and include customers in the major decisions surrounding the company. Our CEO is a big believer in advisory councils and uses these both for market research and customer retention.

The company excels at execution yet relies on anecdotal and a very imprecise methodology for actually quantifying the impact…… [Read More]