The Customer Comes Second Essay

Sport’s are an aspect of life that affect societies across the globe. Athletics affect everyone's life, whether that be playing the sport, watching games, or hearing about a sporting event. There is a big difference between playing an individual sport and players relying on their own athletic abilities versus a team sport when members of the team rely on their teammates to complete each individual's specific responsibility to reach the team's goal. Team sports bring people together in countless ways, and they teach many life skills for the athletes that participate in them. Some of these skills include communication, teamwork, discipline, work ethic, dedication, leadership, and numerous more that will help them in their personal and work

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While working hard is an important factor in being successful in every sport, it is especially prudent in football. The hype behind the sport causes athletes and communities to love the sport. No other sport has a week like homecoming, football players are put on a pedestal and academics are essentially put on hold due to the lack of focus. The entire week focuses on Friday night’s game. This hype draws the biggest and best athletes to want to be a part of the fun—to be on that pedestal. This in turn makes the competition within the sport better. Being on the team isn’t enough though, as my head coach used to say, “Homecoming is fun, but it’s worth nothing if you lose Friday night.” Knowing the entire week is dedicated to one game causes the team to work harder than the athletes in other sports. The standard expected by the coaches carries over to the classroom and into the athlete’s lives outside of high school. Kevin Kniffin, a behavioral scientist as Cornell University, studies and teaches about the leadership skills and character traits of athletes from

Then, go to www.vision2learn.com and send your completed Assessment to your tutor via your My Study area – make sure it is clearly marked with your name, the course title and the Unit and Assessment number.

Success is a very sought after aspect in our society. Everyone strives for the nicest car, the largest home, or the most exciting job. However, Malcolm Gladwell’s book, Outliers, discusses how the path to success is not simple and it has a lot of factors that play into it. Being on a sports team throughout school or being a “student-athlete” may be one of them. Student athletes learn concepts like teamwork, hard work, and persistence—all of which are critical parts of the average adult career. The sports that these children and teens participate in fuel their competitive drive that can only help them in the workplace.

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

Participating in organized basketball and football for ten years presented me the opportunity to achieve common goals working side-by-side with a variety of different personalities. Playing sports drove home the importance of harnessing different personalities and skill sets as key components to teamwork. Fundamental to teamwork is the ability to encourage others, to pick up new information, to learn from mistakes, to hold oneself accountable and to overcome defeat. Over time I have found that the lessons learned through team sports are broadly applicable tools for success. For instance, this past summer my

The critical factors in the successful transformation of British Airways were changing the culture of the organization for the employees and the consumers. British Airways embarked on an aggressive media campaign that helped change the “face” of the airline. Their new tag line was “The worlds favourite airline”. Customer service became the number one priority for all employees. Lead by Colin Marshall, “an enabling culture (was put) in place to allow customer service to come out, where rather than people waiting to be told what to do to do things better, it’s an environment where people feel they can actually come out with ideas, that they will be listened to, and feel they are much more a part of the success of the company” Jick (2011)(p.30). A “Putting People First” (PFF) program was instituted for all front line employees. This helped to unify the employees with the new vision of customer service first for the company. During these two day mandatory meetings, all front line staff interacted with all levels of managers and leaders on an even playing

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).

Hospitality Management is a difficult and competitive market, and any lack in customer service can result in defecting customers or the termination of a relationship between a customer and a service provider. In this paper we will look at Hilton a company that has continually ranked amongst the top ranking hotels and continues to improve. Hilton’s customer service ranks as one of the top hospitality providers in the United States. We will look at the history of how Hilton came to be the name brand it is today and some of their process the used to narrow the customer service gaps such as Hilton Honors, the Hiltons Reservation Customer Care, and RESMAX. We will look at how they look at how Hilton manages the customer expectations through the use of employee training and their decreased the customer service gap through employee retention. We will also look as how Hilton co-partnered with Citibank in order to offer its Hilton Honors member additional benefits in order to keep in line with the customer service that the customers have come to expect.

ITHAKA is a non-profit organization aiming to serve in higher education community through providing a platform to help them get access to preserved information by digital technologies. The services they have so far are: JSTOR, Portico, and Ithaka S+R. JSTOR is an academic database allowing users access to thousands of publications. Portico is a “community- supported digital archive”1, providing e-books and e-journals. And Ithaka S+R “provides intelligence about emerging technologies”2.

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

In this assignment I will be analysing the following; a case study presented on how holiday decision making varies from the traditional problem-solving model of consumer decision making.

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.