Betc Business

1.1 Explain how different methods of promoting products and/or services impact on customer service delivery

The company knows the demands of the customers and they are well orientated in the service and the knowledge of the products and this is the element that makes them prosperous. Jean’s Rare Find Books belief in customer service and satisfaction enables a comfortable and peaceful atmosphere and in return produces a strong customer loyalty for the company. Customer satisfaction and customer retention externally and internally is measured by the perspective of the customers and thus implements the reason for the company’s prosperity. Customer perspective is a key factor on how the customer views the company.

Section 1 – Understand the factors that affect an organisation and the customer service role

Section 1 – Understand the factors that affect an organisation and the customer service role

6) Pricing- Setting prices is a critical decision in implementing a retail strategy because prices are a critical component in customers’ perceived value. In setting prices, retailers consider the price sensitivity of customers in their target market, the cost of the merchandise and services offered competitive prices and legal restrictions.

Section 1 – Understand the factors that affect an organisation and the customer service role

Customer complaints have over doubled in the last few years. This shows some big issues in the customer service management. Research which areas customers are most dissatisfied with and support the staff in gaining new skills to meet the customers ever changing needs.

Surveys, feedback forms and other data collection techniques are all ways in which a company is able to determine the customer experience and analyse any customer service performance dat. Once any data has been collected it must be analysed in a way that can provide feedback to the company in such a way that action can be taken as a result. For many companies this will be a continuous cycle of improvement

3.     What major problems might you encounter with your new sales force structure as it relates to both external factors (customers) and internal factors (employee reactions)?

6.1 How does your retailer currently manage customer expectations? Describe in details at least 2 examples of messages it focuses on and their delivery

Best Buy, a familiar retailer in the technology world, is struggling to stay on top. Online and mass stores have cornered the market in terms of convenience, customer service and price matching. The recent closing of over two hundred stores alongside falling sales has experts predicting that the giant won’t be in business long. Using a results-only work environment (ROWE), Best Buy has removed the customer from the equation and forced many employees out. A marketing disaster, Best Buy must change its marketing strategy from sales-based to a customer-based to stay afloat.

An effective Customer Relationship Management (CRM) program can be used to identify, retain, satisfy and obtain customers by using technology to optimize strategies for understanding customers’ needs to manage business interactions with current, former, and prospective customers. Additionally, CRM also enables companies to maximize internal, external, marketing and customer service operations to better address the needs of the customer building a better relationship with customers that a more profitable. (Ahmad & Buttle, 2001)

It would have been good if this fundamental vision was in place right at the very beginning of the company’s formation. In the end it is the customers that make the company, so it makes sense to work towards satisfying this customer relationship. To become profitable and achieve market share are secondary objective that can be measured on a annual basis and overall company well being targets can be rewarded with incentives that link into the company’s performance as opposed to individual contribution to the company’s success.

Helping individuals to achieve their potential is in the best interest of the person, as well as in the best interest of an organization. Proactive people will actively seek opportunities and make things happen. Fully involved people will be innovative and creative in furthering the organizations objectives. It is beneficial for the organization when people are satisfied with their job and are actively involved in their personal growth and development.

Approach – A detailed analysis was carried out to consider how the organisation has adopted a customer-oriented approach as their key strategy for improved business. This includes factors like increased loyalty of the customers,