Customer service

Service Failure Recovery

Although customer satisfaction is one of the ultimate goals of this company it is not always successful in achieving this. Service failures will always occur due to the nature of the business that we are in. This report reviews existing literature on the subject and shows that there have been many different philosophies written on […]

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Customer Service & Relationship Management at Nordstorm

1.0 Learning Issues1. What is “inverted pyramid?”Inverting the organization pyramid chart, the bottom level of the chart which is normally the front-liner become the top of the chart whereas the board of director which is initially at the top shift to the bottom. It means that the company is empowering the employees, moving the responsibility […]

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Customer Service Excellence

Customer service excellence has always been and will always be one of the critical competitive advantages for any business. Your customer doesn’t care how much you know until they know how much you care. Since consumer satisfaction is by and large accepted to significantly decide repeat sales, consumer loyalty has ended up a standout amongst […]

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Harrah’s Entertainment, Inc: Rewarding Our People

Harrah’s strategy was to shift from service-driven company to a customer-driven company, and it invested in people development and bonus rewards. Company has introduced a gain-sharing program where employees were rewarded for improving customer service. This program has required employees to have more interacts with customer such as hand shake “employees can lose their jobs […]

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Women’s Shoe Store Business Plan

TreadsOfFate (ToF) begins online operations in August, 2012, to offer a wide selection of women-only shoes to customers nationwide. ToF also has a unique business model that allows them to have an extensive selection at the cost of only stocking one size per style. TreadsOfFate’s projected total sales for the first year of operations are […]

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Customer Relationship Management in Nike & Adidas

CRM (Customer Relationship Management) is an information industry term for methodologies, software, and usually Internet capabilities that help an enterprise manage customer relationships in an organized way. For example, an enterprise might build a database about its customers that described relationships in sufficient detail so that management, salespeople, people providing service, and perhaps the customer […]

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Customer Relationship Management Summary

I have chosen this topic because I believe that it is important for the service marketers to understand the power of customer relationship management (CRM), especially for delivering customized services and building loyalty. Being a marketing student encouraged me even more to study this topic while identifying the failures of CRM implementation in the services […]

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DSG Swot Analysis

Branding – Dick’s Sporting Goods is an industry leader with the largest store network and strongest profitability record of any publicly held full-line sporting goods retailer in the Nation. In 2007 Dick’s surpassed The Sports Authority in number of stores and revenue, making it the number one sporting goods retailer. Dick’s was ranked 466th in […]

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Using the Gaps Model of Service Quality to Understand and Manage Service Quality

Servicers in the markets always face the challenge from the judgment of service quality by customers. Service quality, generally is taken satisfy customers into account, so that it is a critical factor from the perceptions of customer. It is the primary goal to providing a high quality service and customer satisfaction of the service industry […]

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Palladium Doors, Inc

Identifying the problem: * Palladium Door, Inc wants to increase its sales goal to $12.5 million for 2004 which represent a 36% increases in sales over projected 2003 year-end sales. * During the planning process, a number of fellow executives had voiced concern over whether distribution approach used by Palladium Door was appropriate for the […]

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Mis Symantec Problem

Management, organization, and technology factors that responsible for Symantec’s difficulties in overhauling its ERP systems were: Management: -Customer relationship management • Since CRM is a strategy used to learn more about customers’ needs and behaviors in order to develop stronger relationships with them, but Symantec seemed to be neglecting customer service, making call centers more […]

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Explain How The Training Needs For

Tesco was founded in 1919 by Jack Cohen from a market stall in London’s East End. Over the years tha business has grown and they now operate in 12 countries around the world, employing over 530,000 people and serve tens of millions of customers every week. Tesco have always been committed to providing the best […]

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Upscale Markets-Value Creation In A Mature Industry

In this case, Blake Ives, the CEO of Upscale Markets, was at a crossroad of whether start to build an online store to seek further growing profit. Upscale Markets was a seven-store local grocery chain in Dallas, TX. Ives was inspired by the huge success of a virtual store project in subways running by Tesco […]

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Exceptional Customer Service Analysis

Assume you are writing a report about the skills CSRs must have to provide exceptional customer service. Reread your responses to the What Do You Think? Questions that you completed throughout this chapter. What are sure-fire techniques and practices that provide superior customer service? What situations and practices might provide easy traps for mediocre or […]

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How Operational Innovation Can Transform Your Company

An article “Deep Change: How Operational Innovation Can Transform Your Company” in the Harvard Business Review, by Michael Hammer speaks about operational innovations that take on the simple changes in everyday operations results to lower prices and better services than competitors. It basically talks about how operation innovation transformed the progressive insurance, an automobile insurance […]

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A Report on the Customer Care Strategy of Coca-Cola

1.0Introduction The aim of this report is to provide information on the customer care strategy of Coca-Cola written by Li Tingkai. The report will cover the details of the customer care strategy of Coca-Cola. In more specific, it contains the description of customer care strategy, the system of customer service details and standards, requirement of […]

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