Australian Hardware Industry Marketing Analysis

All ought all employees should be involved in best customer service delivery possible there should be place for executive service leaders and managers within the organisation. A person who successfully creates a customer-focused culture would have a huge impact on business success through employee retention and customer loyalty.

Quality can be greatly affected internally within an organization. Considering that internal factors can be monitored and controlled mainly from within, it is considerably easier to manage, though these factors have a much more direct and immediate effect on the organization where the management responsibility lies. Internal contributors that factor into quality outcomes include leadership styles, administrative policies, and organizational culture. These factors, if not performed to standard or with minimal empathy can cause stress among staff indirectly affecting the consumers. An unpleasant environment may lead to a low morale and dissatisfaction throughout the organization. (Suchman, A., 2001)

It is important for Tesco to have motivated employees which can help them succeed and gain awards for the best customer services. Tesco’s employees also need to help the customers and other stakeholders in order for them to return. This could also lead to people buying more shares in the business. The influence is customer satisfaction, stock, whether the customer returns because of Tesco’s quality products and prices or whether their service is good, if they don’t then Tesco’s customer service is not good enough.

This results in companies complying to their employee's desires, simply to ensure their own success. GuideStar, one of the largest sources of information on nonprofit organizations, organized a research paper that gathered information from multiple studies about the correlation between employee satisfaction and customer satisfaction. It was concluded that there is a strong positive relationship between the two. To support the claim, the author of the document gave the example of “...a study at Sears Roebuck & Co. showed that a five-point improvement in employee attitudes led to a 1.3 rise in customer satisfaction which, in turn, generated a 0.5 increase in revenues” (2). These connections encourage the urgency of ensuring both satisfactions inside and outside the office

The company’s people-driven values and assumptions about employees are that productivity and employee performance are the means the means to achieve customer satisfaction. It is

The lack of motivation among customer service staff is caused by several factors which include the boredom from monotonous work, feels disconnected from the consequences of their work, conflicts with other departments and the stress serving unhappy clients. All of the above causes are leading to job dissatisfaction among employees which then driving poor quality service to their customers. They are lacking of common goal in their task.

The employees are very committed to their employer due to earning high wages, benefits, and internal promotions. A happy employee in turn, makes a happy customer. Employees interact with the customers, as the company foster’s an environment of collaboration (DiSalvo, 2015). Employees are not just checking you out, or bagging your groceries; they are engaged in their work, and want the customer to be as excited about the products as them. Customers like to form relationships with the businesses they visit, for example banks, restaurants and retail stores. At Trader Joe’s, the employee turnover for full-time employees is less than 10%, therefore customers get to know the employees and build relationships which makes shopping enjoyable and you don’t feel like just another shopper (Ton, 2012). Trader Joe’s certainly has a competitive advantage in customer service and as long as they continue to invest in their employees, they will have a sustainable advantage over their competitors.

| Satisfaction is a primary factor in this sector, but not as concerned with excellence in customer service as the commercial sector. Rather than selling products to make profit they offer services to the community. The quality of and access to an organisation is usually guided by working to customer service charters. Making sure the services offered are satisfactory and beneficial to the community at the right price must be balanced.

Employees are the most important, and often, most costly asset within any organisation. Ensuring they are fully engaged and committed to the success of the business is crucial. Listed below are the activities needed to reinforce the connection employees have with their company, job and colleagues, leading to a more satisfied and motivated workforce.

Consistent, high-quality customer service is essential to the sustainability of the company; something that is only possible to deliver through engaged, motivated and properly-trained employees. Certainly stakeholders agree, as labour relations and employee engagement rank highly among the issues they consider of greatest materiality.

We believe that employee engagement and knowledge is critical and is linked to customer satisfaction and enhanced profitability.

3.2 Evaluate the business benefits likely to accrue from a culture of employee engagement – benefits for the organization, its executives/managers, its workforce and its customers

The micro environment affects the organization straight. Its most closely connected to the business .micro environment mainly reflects by Strengths, Weakness Opportunities and Threats (SWOT).

The industry is marked by Low revenue volatility and medium regulation level. Although industry globalisation is a critical stage and poses a major threat. However over the last five year the industry has boomed due to increase in consumer expenditure , after the recovery of Australian economy in 2010 the industry has started to positive upturn. The industry is expected to grow at annualized 3.3% to a total of $771.3 million.

In order for the service employee to deliver on the customer’s expectations, the company (or management) must provide the necessary resources to fulfill the duties of the job. The success of the firm is also supported by the internal customers, also known as employees, and the satisfaction of these employees can influence the service encounters with external customers (Gremler, Bitner & Evans, 1994). It is imperative that management of the company delivers to the expectations of the employees in order to fulfill business goals and objectives.