1. Organisations that intend to be successful need to design products, services and product/ service bundles to meet customer needs. How can they do this and how can they ensure that the organisation’s plans achieve quality, time and cost specifications agreed with customers? What data and records might be drawn upon to make plans intended to meet customer needs?
Organisations that use market research to gather feedback from consumers regarding product design and product/ service bundles tend to be more successful that those who do not use market research as a business tool. Data received from the market research records that have been collected from any market research including surveys, questionnaires, focus groups or simply speaking
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It is necessary to consult with customers and other stakeholders to identify progress towards the results, the likelihood of receiving the results towards quality targets and the impact of work against the targets. Consulting with customers and stakeholders helps to keep the work on track, and can let you know if things are going according to plan.
For example The Old Spaghetti Factory has Customer Feedback forms on their dining tables.
Customers are able to fill in a feedback form to comment on customer service quality, food quality, speed of service and the dining experience overall. By collecting the feedback forms the managers are able to see if the team is performing up the standard the organisation is aiming for.
4. Within the organisation there will be groups of people or teams which work toward goal achievement. How can managers and supervisors ensure that team members have the skills needed to communicate effectively with customers and to provide excellent customer service? How might they assist colleagues in overcoming difficulties with meeting customer service standards?
Managers and supervisors need to ensure that team members have to skills needed to communicate effectively with customers and to provide quality customer service. For this to be done, the managers and supervisors themselves need to have a clear understanding of the goals and objectives the organisation is trying to achieve in relation to customer service standards. They need to be able
A manager should be able to shape and control a team to enable the organisation to reach their vision, mission and objectives. In our organisation, performance reviews are assessed against the companies’ mission values. The more you display the better the outcome. The manager ensures that these are being displayed and noted. A manager should also ensure that the correct checks are in place to ensure that the company’s values are being adhered to, for example when assessing calls.
P3-Describe how a selected organisation uses marketing research to contribute to the development of its marketing plans
"The Customer Comes Second" is an account of the management and leadership style of Hal Rosenbluth, the Chief Executive Officer (CEO) of Rosenbluth International, a global travel management firm that was founded in 1892 by Marcus Rosenbluth, Hal’s great-grandfather. The premise of Hal Rosenbluth’s management style is just as the title of the book suggests; concentrate on your employees first and your customers second. I found the management practices outlined by Mr. Rosenbluth to be innovative and applicable to all types of business, not just the travel industry. I was also very intrigued by some of the creative employment practices used by Rosenbluth International as well as their fight to stay alive in the travel
What is the company’s approach to market research? Which methodologies do you find most effective and which do you find least
The second time around with a model often allows reviewers such as yours truly to enjoy a distinct perspective. That differentiation is only amplified when a larger and more powerful engine is offered. And in the case of the Land Rover Range Rover Sport, the subsequent model came with a 50 percent power boost, due entirely to a 5.0-liter, supercharged V-8 engine.
Many of the products in this industry aren’t much differentiated. “Buyer switching costs are low, and it is generally quite difficult for the players to differentiate themselves because, as a rule, the products players stock are purchased from the same manufacturers. Players therefore compete on service, and only very rarely on product.” (MarketLine Industry Profile)
Focusing on one area instead of trying to offer too many products is becoming a more effective way to market. Companies will start finding niches and then position themselves as the definitive source of information for specific products and services (Gunelius, 2010). When marketing too many products it is easy to dilute the market as well as the benefits of each product. When features overlap consumers not only get confused as to the differences but ultimately pick the cheaper one. So the costs to market the higher priced items become a waste. Focusing on fewer products allows for a more valuable product and therefore more effective marketing techniques.
Companies are misguided nowadays by the notion that customers depend on them, when the truth of the matter is that companies are dependent on those customers. Customer satisfaction and customer loyalty is now essential for a business or company to survive. So what is the difference between customer satisfaction and customer loyalty and how to companies and or business achieve this? Also when you have difficult customers how do you achieve customer satisfaction?
Today’s organizations fail to realize the value of their customers when it comes to the success of their business. Without customer loyalty the success of your business will always be uncertain. Organizations must sensitively tailor the designs of a successful firm to the particular challenges of understanding, attracting, and keeping valuable customers. “Having satisfied customers just aren’t good enough”. Kenneth Blanchard and Sheldon Bowles, co-authors of Raving Fans, believe this concept is needed to have a successful business. I agree with this concept of customers being the focal point of any business. I would want more than just a satisfied customer; I want a “Raving Fan”.
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They also to compete with the likes of Bp and Esso by opening up over
While most companies stick to catering to the masses, specialized businesses are cornering the market by selling unique products and services to targeted consumers.
The marketplace in the world today is more competitive than ever before. Businesses are trying to increase profits and lower operating costs. Stockholders are insisting that companies make money, thus increasing their stock portfolios. Consumers are busier than at any point in the history of man. They work longer hours and try to squeeze more extracurricular activities into their evenings. Into this arena has come the automated customer service system.
Back in the olden days, the success of an organisation was determined by the quality nature of products they provided their customers. It was believed that customers were ignorant and did not know exactly what they want and therefore accepted whatever was given them; thus the final decision rested on the producer or service provider. The case however, in today’s business environment is the reverse of the above mentioned. Due to technological advancements, increased competition and the fact that people have become more informed and knowledgeable, customers now determine exactly what
In working in the customer service industry a worker would have to adapt to the different cultures and communication for the customers (Van Hook, 2013). You will have to modify your method of interaction with the consumers. There are some customers that would assume that you be more authoritative on the communication style, and other that you would have to me more passive on the approach. The main goal is to have a satisfied customer as a result of the communication. The biggest error that you might make is trying to apply your own cultural beliefs without modification to the customer. The would most certainly lead to frustrated efforts, conflict, bad service and ultimately loss of a customer for the business. The customer service worker has to have the ability to read the customers and make the alterations to satisfy the customer.