...New Product or Service Division Gregory A Osborn Jr. BUS/475 October 26, 2015 Dr. Joseph Glasgow Business Model and Strategic Plan Part I: Conceptualizing a New Product or Service The convenience store industry is a growing market and provides everyone with ease throughout their busy daily lives. Convenience stores have a fuel offer along with a wide variety of snacks, beverages, and groceries. Some of them are now offering built to order food and drink products which is helping the industry grow and attracting more consumers. QuikTrip (QT) is one of these companies in this industry and its first store was opened in Tulsa, OK on September 25, 1958 by Chester Cadieux ("QuikTrip Corporation", 2015). QuikTrip is always focusing on improving their product and service division to generate more business. To enhance their company I have generated an idea for a new service that will also bring a variety of new product to their stores and increase their offer and sales within the company. New Product and Service QuikTrip has many competitors in the convenience store industry and some of their main ones are Wawa, RaceTrac Circle K, and 7 Eleven. Many of these companies have similar products but also have some of their own personal products to differentiate themselves from one another. Typically the attraction to the company would be the customer service that is delivered...
Words: 1327 - Pages: 6
...strong customer base and a great reputation. It has great reliability with guaranteed overnight delivery. It has no restriction on the size of packages it ships. It guarantees the safety of the shipments for the customers and offers a claim process online if there are any problems. FedEx has great market presence with service to more than 220 countries and territories (N/A) throughout the world. FedEx has online services to make the shipping process simple and easy to use. Internet access to parcels’ whereabouts in real-time as the parcel moves to its destination and automated custom clearance to speed up the deliveries. The internet website provides up-to-date news information on all things that matter to their customers. Well-trained employees handle the packages throughout the service channels on the ground and in the air every day. FedEx partnering with Canada Post to develop Priority™ Worldwide- international priority service sold through Canada Post outlets. Weaknesses FedEx has high maintenance expenses on the transportation it uses to ship packages. With over 637 cargo planes and 43,500 vans delivering packages every day (Williams, Kondra, & Vibert, 2008), FedEx is susceptible to the breakdown of the transportation it uses to ship. It has a tight delivery time frame with its guaranteed overnight delivery service. If one of its planes or vans is not on time, gets held at a border crossing, or loses a package and cannot deliver on its promise to its customers- it...
Words: 655 - Pages: 3
...convenience, courteous, service, and golden arches. Consumers associate upscale, top-quality, high fashion, brand-name and high-quality customer service when they hear or speak of Nordstrom. Nordstrom number one goal is providing the highest level of customer service as well as continuing to improve their customer service. An example of providing great customer service is when a consumer purchased tired from Northern Commercial, a company that Nordstrom purchased, and needed to return the tires originally purchased from Northern Commercial. Nordstrom does not sell tires but they accepted the return and provided a full refund with no questions asked. Sales associates sending thank you card to customer who have made purchases and customer’s special order items being hand delivered to their homes are another way Nordstrom provides high quality service. Nordstrom creating a loyalty program for its customer based on their spending is a way of improving customer service. Customer who spends a certain amount of money annual can enjoy benefits such as free alterations, free shipping champagne, live music, access to fashion shows and much more. This makes the customer feel valued and appreciated especially when a customer is spending thousands of dollars annually. Nordstrom can continue to improve their customer service and increase brand awareness by continuing to consider making sure the customer is satisfied a priority. Nordstrom can interact with its customer on social media by creating...
Words: 825 - Pages: 4
...Simon Sinek on “How great leaders inspire action” is a very informative lecture that best describes how consumers are attracted to a product. Simon states that consumers make a decision on products based on why a manufacture or company develops their idea versus on the end result (Sinek, 2009). Based on the lecture of Simon the company that I am thinking of developing will be based on the passion of the customer service industry that I believe in. Upon researching on businesses that utilize ideas that my company will use, I found that we have three ideas which are: Create the Context, define and Train to a Standard; a Common Language for Your Organization, Design Customer Service Training Focused on Attitudes and Behaviors (Johnson, 1998). The type of business that I am planning on launching is in the customer service industry. The reason I have decided to enter this venture is because many companies that would like develop a strong customer service based employees, would have to obtain the proper training in order to meet set goals. The main reason why I decided to choose this venture is because I have over ten years of customer service. I have worked in the banking industry. In the banking industry I started as a bank teller then being promoted to customer service, then to a call center. The banking industry is a very tough working environment when interacting with customers. The most important thing was being able to provide world class customer service while being able...
Words: 975 - Pages: 4
...Providing Quality Service Strayer University Quality Service Assurance HTM150 Dr. Cecily Anthony August 23, 2014 In the hospitality world quality service is the key difference between good, bad, and indifferent hospitality companies. When you have good customer service people will come back, bad customer service will drive people away and keep the company from attracting new guests. What a company can do is devise a guest strategy that gets the guests involved (Lewis, 2004). Some ways that the guest can be involved in hospitality are: consultant or source of expertise and quality information, marketer, part of the environment for other guests, co-producers of the experience, or as a manager of the service providers and system. Some of these sound absurd but they are very prevalent in the hospitality industry (Lewis, 2004). GUESTS AS UNPAID CONSULTANTS Many organizations will use different ways to get feedback from the guests, such as guest cards to get the guests likes and dislikes. When this happens the guest becomes an unpaid consultant and even act as quality control inspectors. As the input from the guests as to their experience becomes part of information that managers will use to make changes to the delivery system, environment, and the service product, that makes the guests consultants as the give important feedback to company (Ford, Strurman, & Cherrill, 2012). This strategy is not new as many originations use feedback from their customers to help make the...
Words: 1689 - Pages: 7
...ExtendSim can be a great tool for a wide variety of companies and their decision makers. We used the software to create a model to provide information about employee utilization and average customer wait times that can be used by bank managers and human resources. Bank managers and HR can use the information provided by the model to find a combination of employees that improves their efficiency while also cutting down customer wait times, and overall improves the efficiency of bank operations. In our first simulation we used a combination of 4 tellers, 2 loan agents, and 2 customer service representatives. Two key statistics we were evaluating during the simulation were utilization and average wait time. Utilization is simply how often an employee is working during their shift, with 1 being the highest possible outcome and being equivalent to working 100% of the time. The average wait time is the average number of minutes a customer waits in line before being served. With 4 tellers the utilization for that section of the bank was .682 and the average wait was .726. In my opinion both of these numbers are low. When an employee is on the clock they should really only have about 10% down time, and in this scenario each of the tellers spent about 32% of their time doing nothing. Customers had to wait less than a minute to be served, which is great, but if a person walks into a bank I think they’d still be satisfied with a longer wait. Two loan agents had a utilization...
Words: 1561 - Pages: 7
...Perspective on Customer Service To start, I feel that customer service is a very important asset to any business that wants to succeed. I know a business can succeed without great customer service, but it is important I think in helping to create a better relationship with the customers. Without any customers, there would really be no business. So when I first think of customer service, I’m thinking of what an employee is doing, or going to do, to make me want to buy their product. That’s not the only thing I think of then asked why I feel customer service is important though. If you have great customer service, then the customers will be happy and more reluctant to want to return to your company. They may also talk to people they know about your business and the word will get out as to how great of a company you are. A happy customer is a customer that will want to return. By having a customer return, and having them tell other people about your business that will in turn help generate more profits and help to create a better and more successful business. Every business wants to have more customers and will do what they can to obtain that customer. Every commercial I see for every business is trying to sell their product and seeing if they can find something to fill the customers’ needs. Whether it be for better cell phone coverage, to getting a better look with different styles of clothing, all businesses want to sell their product. One example I’ve noticed is...
Words: 966 - Pages: 4
...issue for returns, selling shoes online is tough job to do and i think this what makes them sucesseful beacuse the shoe size would be a big concern when buying them online but if customers can order many shoe size and colours and return them as they like, this is a great example of competetive advantage over other online retail business) • Customer focused business model (Long term customer relationships providing great service and happiness to customer which leads to make customer re-purchase) • Customer service ( in call center they see this as an opportunity to make the customer happy so they want people to call them to establish personel, emotional connections with the customers to serve best way and provide great service) • Strong corporate culture and work environment ( talented people and employees enjoy their work, great service and brand power, relaxed and wacky atmosphere such as nap room, wellness center, open mic, open door policy to management etc) • Unique hiring and training process (hiring right people for the job, five week training program through out the whole line of business, 200 hours of clasees) • Benefits ( benifts that it provides to its employees such as entensive health plan, medical benefits dental, visioni and life insurance, flexible spending account, pre-paid legal services, free lunches and snacks, life coaching, car pool program etc.) • Work-Life integration (build a positive team and family spirit, socialize with each other both in and out of...
Words: 1224 - Pages: 5
...with an hour. Show great customer service with doctors, laboratory technician and eyeglass frames in store locations. In this case study characteristics of LensCrafters will be reviewed on many levels. The topics of chose range from Customer Benefit Package (CBP), strategy and competitive priorities, service delivery system design, and service encounter design. In the readings below, the write has developed an analogy on LensCrafters. The analogy is based on LensCrafters’ case study from textbook and other resources. Introduction: History A subsidiary of Italy's Luxottica SpA, U.S.-based LensCrafters Inc. is the world's leading retailer of eyewear. Celebrating its 15th anniversary in 1998, the company was a pioneer of the "super optical" segment. Its’ phenomenal growth under U.S. Shoe in the 1980s culminated in Luxottica's 1995 acquisition. With over 700 outlets across the United States, Canada, and Puerto Rico, the chain boasts a seven percent share of the domestic retail eyewear market. The company was expected to cross the $1 billion sales mark in 1997, a tripling of revenues from 1987's $305 million. LensCrafters was founded in 1983 by Dean Butler, a 38-year-old who had previously worked at Procter & Gamble. Butler, whom also came up with the idea, frames ready within an hour. Strategy and Competitive Priorities LensCrafters’ mission statement is focusing on the customers. This means delivering outstanding customer service creating great Eyewear within...
Words: 1037 - Pages: 5
...Behavioral Impacts of Customer Service - The service industry has a strong impact on the economy whether positive in a strong service sector or negative in a weak one. The book speaks about this in Chapter two and how the service economy relates directly the the direct region as well as other parts of a country's economy. An important aspect to look at that may not be noticed by all is the service sector AND the population in relation to. Ultimately the population determines the success of a service economy. If you have 1000 employed workers in the industry with a population of only 4000 it will be much stronger than 5000 workers in a region with population of 50,000. With Profesor Levinson's example of Atlantic City it has a very large working forice betweent the Hotels, Casinos, Malls, Outlets and on but with that comes a even larger population. The more money people are getting from working the more money they have to spend and putting it back into small businesses increases the economy within the area. The books post stating “...an outgrowth of service quality is customer satisfaction, measured as the difference between the service that a customer expects and the perceived quality of what is actually delivered.” could not be more spot on in regars to customer service and long-term profitability. When we go out to dinner, wait on lines at an amusement park, purchase something online or over the phone we knowingly or unknowingly form an idea of how the service will be and what...
Words: 386 - Pages: 2
...store. His idea was simple yet motivational. Swinmurn wanted to open an online retail shoe shop that sold the best selection of shoes in terms of brands, styles, colors, sizes, and width. Swinmurn also wanted to give great customer service while at it. With his hard work and dedication to make Zappos’ market offering, value proposition, and customer relationship the best, Swinmurn achieved to have one of the most successful and fastest growing businesses online. Zappos is very generous when it comes to their market offering. The online retailer store offers a 365 day return policy, fast and free shipping, free returns, and a 24 hours customer service line. With Zappos’ polite and helpful customer service, it allows their customers to be happy and have the best shopping experience. Compared to other online retailer shops, most do not have a 365 day return policy, fast and free shipping, free returns, or a 24 hour customer service line. By doing what Zappos does best, this makes their business stand out and have the best reviews. Also, when Zappos give great customer service, it is more likely that the customer will recommend their business to a friend or relative. This will bring in more customers and business for Zappos. Customers with good customer service are also likely to return and buy more products. This will increase sales and bring in profit for the...
Words: 913 - Pages: 4
...big competitors.] 1962 was the year of creation. That is when two great companies were founded, Target and Wal-Mart. Target opening saying it’s a “new idea in discount stores”. Wal-Mart was the retailer who “focused on helping customers and communities save money and live better”. The two companies opened with the same ideas in mind. Sam Walton opened Wal-Mart’s first store in Rogers, Arkansas while Target was opened in Roseville, Minnesota by the Dayton Company. Later that year Target opened three more stores in St. Louis Park, Crystal and Duluth, Minnesota. Over the years the companies have managed to create household names for themselves that have lasted for over 50 years. Target and Wal-Mart have many things about their companies in common, strategy isn’t one of them. These companies seem to take two different approaches and it works in both persons favor. They both are leaders in different aspects therefor making them great competitors. Wal-Mart has 3 different strategies. Focus strategy is usually defined as: focusing on offering products and services to a particular market segment or buyer group, within a segment of a product line, and/ or to a specific geographic market. The differentiation strategy is defined as offering a product or service that is perceived as unique in the marketplace. Their business strategy is Overall Cost Leadership, offering their customers great quality service and products at a lower price than their competition. Overall Cost Leadership...
Words: 3594 - Pages: 15
...Speech on service: 1. Thank you Mag Rad for the invite / Russia language not so good / Only 20 mins to talk about business in Russia and customer service – I love Russia 2. Great customer service is understanding that Service is your product – not shoes, not food a. Rule 1: believe that great customer service is your product: this is what produces success (NOT your product) b. Rule 2: know that emotions drive behavior: what emotions do you want your customers to have in order to be loyal to you? What emotions do you want your staff to have to be engaged and motivated by you? c. Rule 3: what behaviors are realistic, consistent and sustainable: consistency is more important than occasional excellence (as McDonalds have proven so well!), and constantly seek to improve behaviors little by little, every day and every week d. Rule 4: measure your results, as well as your profits: the results you need to measure are your customers’ opinion of your behaviors, because this will determine your future success 3. Ok – Now you want to sell service, but you’ve never seen it and you live in Russian e. Compliment one, the other says…? / So I don’t compliment my staff? f. I got a 5, great, what did your friends get? g. Teamwork 4. Lead by example – show them how it’s done. 5. HALT – stop because you can’t provide service h. Hungry / Angry / Lonely / Tired i. Top places to work – google, southwest, etc...
Words: 315 - Pages: 2
...Food Service Training Karen Hill 01/20/2015 NS205 Kaplan University Introduction Today I will be discussing how to train a new employee in a restaurant. I will also discuss why training is important, as well as what type of training is sufficient. There are many different types of training methods some use technology, other use books, and hands on training. After reading my food service training discussion you will know how to properly train your employees. Training employees profoundly is essential for any successful business. Food service is a customer contact intensive business with many obstacles. Employees need to pay attention to customer demands. If you train you employees to display the personality of your establishment you will have a high volume of customers. In the restaurant business it is all about the quality and speed of service. Staff must manage the force effectively and training will help your business achieve its goal. There is no right or wrong way to train your employees. So let’s discuss different training methods that will work. “Shadowing is an interpersonal form of demonstration.” When using the shadowing method your trainee will follow a long time employee of yours around for a few days. This helps the trainee get a feel for what to expect as well as gives them a chance to experience real life situations. I like this method because once the trainee feels they are comfortable enough they can make an attempt to help a customer. Also, this method...
Words: 730 - Pages: 3
...The company has a mission statement that every customer counts, and that customer service satisfaction is the number one priority of the company. Wells Fargo started back in 1852 more as a delivery company of goods for individual customers, and companies back in the day; their purpose was to service all around the country, from their base in San Francisco all the way to the east coast in New York. The company took a big hit when the government took the bank and left them only with one branch, their base in San Francisco, so they basically had to start again from zero; but as a company they pulled through and Mr. Wells and Mr. Fargo took the company back into great business. One of the organizational strengths that I see with this company today is the strength to be always prepared for what is coming, they will be able to manage disturbing situations that come to them, from tough economical times. We can take the example of the great recession that we are just getting out from 2008 and 2009, as a bank with strengths it was able to stay a float, to still buy another big bank Wachovia, and become the largest retail bank in the United States, now being in 39 states of the Country, and having plans to start opening branches in the other 11 states that have not yet being conquered by Wells Fargo. This makes it distinctive from other companies because most people can have services with Wells Fargo, and right now literally can get service from the company coast to coast, from California...
Words: 2193 - Pages: 9
