... Intoduction 3 Why do customers complain? 3 Complaints are a goldmine of information 6 Why is Complaints Handling Important? 7 Intoduction A consumer complaint or customer complaint is “an expression of dissatisfaction on a consumer’s behalf to a responsible party”. It can also be described in a positive sense as a report from a consumer providing documentation about a problem with a product or service. In fact, some modern business consultants urge businesses to view customer complaints as a gift. Consumer complaints are usually informal complaints directly addressed to a company or public service provider, and most consumers manage to resolve problems with products and services in this way, but it sometimes requires persistence. If the grievance is not addressed in a way that satisfies the consumer, the consumer sometimes registers the complaint with a third party such as association of the rights of the consumers , a county government (if it has a “consumer protection” office) and etc. These and similar organizations in other countries accept for consumer complaints and assist people with customer service issues, as do government representatives like attorneys general. Consumers however rarely file complaints in the more formal legal sense, which consists of a formal legal process. Internet forums and the advent of social media have provided consumers with a new way to submit complaints. Consumer news and advocacy...
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...Introduction 3 3.0 Brief Description of the Company 4 4.0 Analysis of Customer Relationship Marketing Strategies 5 4.1 The Value Proposition of Ritz-Carlton 5 4.2 The Concept of Experience Economy 6 4.2.1 The "wow effect" of the Company 6 4.3 Four Tier Customer Pyramid 7 4.4 Customer Relationship Management 8 4.5 Customer Complaint and Gap Model 9 5.0 Conclusion 10 6.0 Recommendation 11 7.0 References 12 1.0 Executive Summary The purpose of this report is to analyze the relationship marketing strategies by selecting one service organisation from certain industry and suggest five recommendations for the service organisation to improve its relationship marketing strategies. The introduction of this report started with the introduction and brief description of organisation about the history, objectives, achievements and competitive advantage. The body of the report will be the analysis of the customer relationship marketing strategies of the organisation. This part will explain about the value proposition of the organisation, followed by the concept of the experience economy and development of "wow effect". After that, application of the four tier customer pyramid will be discussed and also analyze how the organisation conducts its customer relationship marketing to build a loyal customer base. At the end of the body part, the processes that the company handle its customer complaints and the gaps happened will be explained. The...
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...of CRM such as the components of perception and customers’ separation, attracting and protecting customers being faithful (making loyalty), emphasis on quality, improving and specializing the relations with the customers (customization), complaint investigation, invest in internal people, and relationship-based interfaces (Mehrdad & Hallaj, 2011; Aihie & Az-Eddine,...
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...Important of Customer Satisfaction and Loyalty in Business. 1.0 Introduction Customer satisfaction and loyalty is two important keys to be success in the business. It must be implement in all business areas such as servicing, hospitalisation, health care and others. In business environment, quality improvement have become part of everybody life and not a task or duty anymore. (Mehra & Ranganathan, 2008). It is not enough if only focus to satisfy the customer and it won’t be good to business until get the repurchase power from customer.(Kandampully & Suhartanto, 2000) Lot of research on customer satisfaction and loyalty has been done, especially on retention and economic performance.(Kristensen & Martensen, 1996; Rucci, 1998; Duboff & Heaton, 1999; Edvardsson, 2000; Bernhardt, 2000; Eskilden & Kristensen, 2013). More than that, this two keys also play role in business for revenue improvement, profitability and cash flows.(Heskett, 1994; Reichheld & Teal; 1996, Itner & Larcker; 1998; William & Nauman, 2011). This to make sure company has more than enough fund, can expend and become stronger. We will see how important this two keys in order to make business running smooth and at the same time can achieve company target. At the end, customer will get what they expected and business will get positive impact and avoid something bad from appear. 2.0 Customer Satisfaction and Customer Loyalty 2.1 Customer satisfaction...
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... Kudler Fine Foods (KFF) has excellent reputation for providing fine-quality, unique and gourmet grocery in the San Diego metropolitan area, and its recent value-added programs, such as to include organic produce from a local grower to its product selection and expanded customer service by offering catering food service, have increase tremendous assessment to the company. However, in order to maintain its competitive edge in the fine food grocery industry, KFF must assess the business opportunities that are created by the change in technology, and KFF must also identify the generic strategies that it is pursuing and tactics that would make these strategies a realization. Finally, KFF must constantly scan the internal and external environments of the industry in order to stay innovative. This paper intends to analyze KFF’s management to help KFF maintain its status as supplier of distinctive gourmet products and services. Quality Quality is often defined as 'fitness for purpose'. In other words a quality product is one that meets the needs and requirements of its consumer. In his widely acclaimed book, Thriving on Chaos, Tom Peters argued that consumers' perception of the quality of a product or service is the most important factor in determining its success. Quality as defined by the consumer, he argued, is more important than price in determining demand for most goods and services. Consumers will be prepared to pay for the best quality. Value is thus added by creating...
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...questions: Does service really stink? What are the negative effects of reducing service to some customer? Please provide an example. Service really stinks. Nowadays company just emphasizes on potential customer and valued customer. If you fall below on these two categories, companies rather lose you than take time to serve you. Company are smart on checking customer background based on existing information and pass transaction history. Based on the pass history can determine customer value. Companies believe that serve a value customer is easier than looking for a new customer to buying the product. Meanwhile, based on checking customer background, company easy to define who will be potential customer. Potential customer need to emphasize because their willingness on buying new product is higher than a new customer. Potential customer know the company very well, they tend to invest more on trying new product. Serving valued and potential customer is easier than looking for a new customer which needs to start from the beginning. It costs 5 times more to obtain a new customer than retain an existing one. There are some negative effects will reduce service to some customer. Tom Unger called the bank’s toll free number to clarify his mysterious service charges showing up on his bank account, he reach a bored representative who try to brush him off. Tom Unger wrote two letter to make a complaint, a First Union spokeswomen call back him and just simply answer Tom Unger question and make...
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...OPERATIONS PLANNING ..................................................................... 14 5. MASTER PLANNING ............................................................................................. 15 Master Production Schedule Report.................................................................. 16 6. DEALING WITH FORECASTING PROBLEMS .............................................................. 22 7. CUSTOMER NEEDS ............................................................................................. 23 CONCLUSION .......................................................................................................... 34 56 959 and 56 522 Supply Chain Operations – Demand Management 2 Demand Management INTRODUCTION In order that any organisation sustains growth, or maintains its position in the market place, it must ensure that not only does it attract demand for its product, but that demand is sustained or enhanced, and also managed properly, to ensure that they provide the customer with what they want, when they want it. For many companies this is a complicated...
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...Consumer Protection Act 1986: After liberalization of economic policy, consumer goods have flooded the market as never before. Both foreign and India companies are introducing new products and brands with glossy and fancy packing as the middle and lower income groups are taking loans to-Companies still do not pay attention to the quality of their products and also do not value customer satisfaction. Very often a customer may get taken in by a misleading advertisement making tall claim as to the high quality and after-sales service. The consumer may discover later that the goods purchased by him are not up to the claims made by the manufacturer. Companies are not willing to invest in efficient after-sales service so long as their sales keep increasing. Newspaper columns can be seen to be full of complaints and many companies do not care to rectify the complaints. To enable the consumer to have his right to a deal, the consumer protection Act was passed in 1986. The Act promises to rectify all that and make accountant both the manufacture; s and providers of service. It provides for toe setting up of quasi-judicial bodies at district, state and national label for quick and inexpensive redressal of consumer grievances. Three groups-the consumer, registered voluntary consumer associations and the central and state government is covered by this facility. In case a group of person is seeking similar redressal, a class action suit can be filed or may be treated as a public interest petition...
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...Introduction 1.1 Company Information..........................................................................................................2 1.2 Mission Statement...............................................................................................................2 1.3 Service concept....................................................................................................................2 1.4 Core and supplementary services........................................................................................3 1.5 Main customers and customers role in service process.......................................................3 1.6 Key service process.............................................................................................................4 Chapter 2 Analyze KLM through literature 2.1 Understanding Customer Requirements..............................................................................6 2.1.1 Listening to customers through research..........................................................................7 Relevant link: Consumer Fraud.................................................................................................8 2.1.2 Building customer relationships........................................................................................8 Relevant link1:The reinforcing effects of loyalty program partnerships and core service usage9 Relevant link 2: Service management and marketing: how to create value for the...
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...is clearly marked with your name, the course title and the Unit and Assessment number. Please note that this Assessment document has 11 pages and is made up of 3 Sections. Name: Section 1: A lean environment [LO1] This section will help you to evidence Learning Outcome 1: Understand the concept of a lean environment. Learning objective Place in Assessment 1.1 Explain the principles of lean organisation techniques Question 1 Page 1, 2 1.2 Explain the benefits of a lean environment Question 2 Page 2 1. What are the principles of lean organisation techniques? Name and describe the 5 main principles below. [1.1] Principle 1: Specify what creates value for customers Find out what the customer wants and what counts a s value for money it then becomes easier to see the non-value activities which then can be removed. Principle 2: Identify the steps along the process chain From start to finish identify how value will be delivered to the customer, and then remove all unnecessary processes. Principle 3: Make processes flow by eliminating waste The activity or process has been identified the task in hand would be to find and remove or minimise the no-value waste. Principle 4: Respond to customer demand Find out what the customer wants so the business will produce what is needed exactly when the customer needs it. Principle 5: Strive for perfection at all times by continually improving...
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...The Evolution and Future of National Customer Satisfaction Index Models1 by Michael D. Johnsona2, Anders Gustafssonb, Tor Wallin Andreassenc, Line Lervikc, Jaesung Chaa a University of Michigan Business School, Ann Arbor, Michigan 48109-1234, USA b University of Karlstad, Service Research Center, 651 88 Karlstad, Sweden c Nowegian School of Management BI, P.O. Box 580, N-1301 Sandvika, Norway December 2000 PsycINFO classification: 3920 JEL classification: E21 Keywords: Customer satisfaction; Loyalty; National barometers 1 Journal of Economic Psychology, forthcoming. The authors thank Associate Editor Henry Robben, two anonymous reviewers, Richard Bagozzi, Andreas Herrmann and Kai Kristensen for their valuable comments and suggestions. We also gratefully acknowledge the support of the Norwegian School of Management BI for providing the data used in the study. 2 Corresponding author. Email: mdjohn@umich.edu; tel.: +734-764-1259; fax: +734-936-0274. 2 Abstract A number of both national and international customer satisfaction barometers or indices have been introduced in the last decade. For the most part, these satisfaction indices are embedded within a system of cause and effect relationships or satisfaction model. Yet there has been little in the way of model development. Of critical importance to the validity and reliability of such indices is that the models and methods used to measure customer satisfaction and related constructs continue to learn, adapt...
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...OPERATING IT SHOP BACHELOR OF BUSINESS ADMINISTRATION WITH (HONS) OPERATIONS MANAGEMENT FACULTY OF BUSINESS MANAGEMENT NOVEMBER 2009 AbstrAct ABSTRACT This case study will be conducted in TMpoint Kuala Selangor. I would like to identify the difficulties faced by this organization in operating it shop. As this company is a serviceoriented organization, they need to satisfy customer’s needs and wants. Sometimes, they fail to achieve due to some problems or lacking. In this case, I will use the customer’s data of fixed-line termination and monthly statistical data on customer complain to explore the symptoms of low customer satisfaction. I also will conduct some observations in order to gather relevant data. The computer software package which is Statistical Package for Social Science (SPSS student Version 14.0 for Window) will be used to analyze the data that have been gathered, furthermore to identify the major problems faced by this organization. There are some symptoms that has been identified; there are increasing number of customer complain, fixed-line termination, not well-educating the customers and shortage of worker. When the problem has been identified, conclusion and recommendations will suggested to the organization in order to be the best service provider in the world. They need to take corrective action if they want to ensure company’s survilvalness. vii TABLE OF CONTENT TABLE OF CONTENT ACKNOWLEDGEMENT LIST OF TABLES LIST OF FIGURE LIST OF...
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...COMMUNICATION ANALYSIS ON CUSTOMER COMPLAINS Submitted to: Sir Johnny Perlas By: Stephanie Luber Christina Leong January 19, 2012 There isn’t a fast food restaurant or retail store that hasn’t come across an angry customer. It can become very stressful working with an unhappy customer. The resentment of the customer prevents us from resolving the initial problem. This is a serious issue for businesses that want healthy relationships with their customers. Although you may resent it, customer complaints are healthy for the growth and survival of the business and it's possible to handle them in a productive way. Handling complaints is never an easy or enjoyable challenge. That said, if management can promote a pro-active approach to dealing with dissatisfied customers then there is every chance such negative situations can be turned into satisfying and memorable encounters for the customer. That’s the same customer that will tell all of their friends about you if you don’t handle their complaint appropriately. A complaining customer is your most important customer, they may be complaining because service levels are deteriorating, because the product no longer performs to their expectations, or even because they have heard that one of your competitors are doing things better than you. So, what happens when a complaint is not handled well, or even worse, the customer doesn’t even bother complaining in the first place? Customers go elsewhere: Even the best...
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...products or goods that produced in any business organization for the customers and that is why it is vital for any kind of business or service organization. Quality management emphasis on the ways those are used in improving and controlling quality. Quality control management intended to identify and prevent products those contains faults from reaching customers. Since the foundation of Toyota, it has been successfully carried out its quality control activities in a steadfast manner and it results in the top ratings from their customers. Toyota uses some key principles to maintain their quality control management system and those principles are such as, 'Customer First', 'Quality First' Go & see at the scene', and these principles were established and imposed when the Toyota company was founded. TASK 1 Examine the concepts of quality in Toyota and discuss what drive Toyota to meet the customer requirements and quality. The improvement of products and work quality in the production and distribution by listening to "Voice of the customer" is the core concept behind Toyota's quality control activities. When there was a merger between the ‘Toyota Motor Co., Ltd’ and ‘Toyota Motor Sales Co. Ltd.’ in 1982 in order to forming the new ‘Toyota Motor Corporation’, and for the customer’s assistance some operations that had been carried out by various departments then to satisfy customers were unified in order to establishing the ‘Customer Relations Division’. The Toyota Company tries it’s...
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...General Manager’s (GM) area of concern. These problematic reports have dealt a destabilising blow to the future of the newly constructed Mall by Northstar, forcing the management to ensure that measures are taken both to identify and devise a solution in order to rectify the situation, ultimately restoring efficiency and thus heightening the chances of a success. Issues with relation to Customer Service are of great value, as this is where the interaction between the customer, the staff and all other products and services encompassed within the Northstar Mall facility take place. However, validity of the feedback/suggestions and general comments/complaints must be assured in order to gain a non-bias and factual foundation on which to view options to proceed. In the world business, on multiple planes, the quality of the service provided to the potential customer is paramount, as this service is what, when placed in conjunction amongst other variable factors, will result in the overall conclusion or “Customer experience”, which is key to securing both a ‘golden reputation’ and establishing customer loyalty. These two factors are the legs on which a successful facility such as the Northstar Mall will rely upon in order to aid the continuous return of custom. The key word here is Quality. If we focus for now solely on the ‘staff issues’, we may...
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