Customer Service Essay

"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

product/ service bundles to meet customer needs. How can they do this and how can

| | |the golf club must be sent back through a golf professional with a |

Most our prime resources were being heavily taxed on, like paper and our precious tea. If we had never experienced a financial crisis, we were definitely experiencing one now. All the different competing general stores were competing for lower prices just to get the items off the shelves, even if it meant selling without a profit. For our store, we consumed the more expensive items and sold the rest at such low prices that barely allowed us to buy new products to replace the empty shelves. The most part of this act came in October. Several Bostonians began boycotting British luxury goods. This hurt our profits even more since most of our products were labeled as “luxurious.” My parents were contemplating what we would do with our family store. Father, having more of a sentimental connection to the store, said to continue doing what we have been doing to see how long we can last. However, mother came up with a more logical solution: we would close the store for the time being and reopen when times get better and father would get a job that would get him more income. Mother would stay with me and Alice and do the domestic chores. What would become of the Wrights and the rest of

There are a number of ways a business can gain a competitive edge: excellent service, top of the range products, professional sales techniques and efficient and effective marketing strategies can contribute to the business and make us a market leader. Listening to our customers and acting on feedback can not only keep our loyal customers but encourage new customers. Having a recipe that incorporates all the above is a simple but effective method.

3. I got signed out of the Uber app on my phone and I forgot my password. I’m trying to reset my password, but it keeps saying that my email address isn’t

Both of these downfalls suggest that the company’s financial position was steadily decreasing and illustrates the reason for Woolworth’s loosing shareholders during this time. As well as this, 2008 brought an economic downturn, which meant the business would of found it hard to secure any source of finance from banks or potential investors, again contributing towards the businesses financial problems and indicating that it was inevitable that Woolworth’s would fail as a business.

|JD Sports lost stocks worth almost 700,000 pounds in the riots |Continuous adverse economic environment, shrank consumptions expenditures |

As a result of the economic recession, unemployment has been rising and consumers have less disposable income and thus spend less on luxury goods. This is a direct impact on Jessops----a £12 million loss was made in the 15 months by January 2011 following its rescue from collapse (Leicestershire, 2011).

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”.

The main goal of Customer relationship management is to create a strong bond between customers and the company. The strong bond can be build by focusing on the two main objectives of CRM. Providing the organization and all of the employees that treat customers with a single and complete view of every customer at every touch point and across all channels and providing the customer a single and complete view of the company and its extended channels (O’Brien, A & Marakas, G. 2004).

1. Delacroix is an avant-garde dance troupe based in New York and its mission is to bring modern dance to as many people as possible. Natalia Georgio is the executive director in Delacroix. She plans to go internationally as well as television and film engagements. To achieve the plans, recently she hires a new marketing manager, Elizabeth Gardos, who has much experience before. Henry, a company’s founder, believes that company’s development is originally from employees and dancers, not from customers. Right now, Natalia faces a situation that she needs to decide whether to bring Elizabeth’s customer research plan to the board or follow Henry’s lead. “Should

Study findings show that strong leadership systems focus on customers, motivate employees, and implement their customer service vision. They also focus great attention on gathering the information needed to track customer satisfaction, and employees overall performance. Customer service should be designed and delivered seamlessly from the customer's point of view. Customer-driven operations lead to success. Decentralized, uncoordinated customer service provision makes for a most frustrating experience for customers.

In an ideal situation, customers would not have to wait for the delivery of products and services. However, in the real world, organizations cannot always match exact capability and demand; therefore, waiting is frequently inevitable while purchasing, especially in service marketing, as service firms can barely inventory their “stock” for sale at a later date (Lovelock, 1992, p.154). In general, waiting in lines – known as “queuing”, happens when the number of customers arrive at a facility exceeds the capability of the system to serve them (Lovelock & Wirtz, 2011, p.260). Basically, this essay will state the relationship between queuing and customer satisfaction, as well as relationship between customer satisfaction and