Case study Managing Customer Quality Service - 1675 Words

Contents1.Lifetime Customer Value....................................................1What would you estimate is the lifetime customer value (LCV) of Lauras business at each of the stores?How would you account for any difference?2.Level of Service..................................................................3How would you rate the level of service provided by the two newsagents? Why?3.Customer Satisfaction and Customer Loyalty.........................4Although Laura shopped at the first newsagent regularly, was she loyal? Do you think the first newsagent confused satisfaction or even nowhere else to go with loyalty?Why is this dangerous for a business?How would you advise the first newsagent to proceed if she is to retain her†¦show more content†¦Despite, the store has a large range of goods and is well laid out and clean, but the owner doesnt treasure this as an opportunity to attract more new customers. On the contrary, he provides bad service or even no service to cus tomers which may due to people start leaving his business and work for his competitors. For the new newsagent, I would rate four out of 5 to the service it provides to its customers because the owner, Chris, greeted Laura with a smile and asked if she needs any help. This is a good example of good quality service. Service goes beyond friendliness or kindness. (Jacques Horovitz 1990, p.3) So, by asking questions and listening carefully to the answers can make customers feel that they are not by themselves, they got someone to look after and finally they enjoy going in there. Moreover, Chris understands the concept of treating customers as long-term appreciating asset, will help to build image and trust of her store and hence to attract more new customers and increase their loyalty. Q3) Although Laura shopped at the first newsagent regularly, was she loyal? Do you think the first newsagent confused satisfaction or even nowhere else to go with loyalty? Why is this dangerous for a business? How would you advise the first newsagent to proceed if she is to retain her customer base? In your answer, include a discussion on meeting the psychologicalShow MoreRelatedP5 Explain How Employee Performance Is Measured And Managed746 Words   |  3 PagesWaiting times – If a customer has to wait less than this will mean that productivity within the business is getting better. This is usually measured in hospitals. Pass rates – If pass rates are increasing then this means that the organisation is doing something correctly and improving its productivity. If pass rates decrease then the organisation needs to work harder to change this. Managing performance For each of these 4 case studies describe the methods of managing performance and suggestRead MoreThis Case Study Is About Applying Qfd In A Managed Care1341 Words   |  6 PagesThis case study is about applying QFD in a Managed Care Organization. To enhance total quality and the complete performance of an organization, it is essential to connect the products and services to consumers as well as the production procedure. Quality Function Deployment (QFD) involves the method of delivering top of the line services to consumers by meeting their needs. It requires transforming customer requirements into the appropriate technical requirements involved with all aspects of serviceRead MoreCase Study935 Words   |  4 PagesMANAGEMENT SAKETH REDDY DUMPALA WMU ID #068431546 Case Study-2 1(a) The Penang Mutiara which is located on the lush greens of the Indian Ocean coast of Malaysia is one of the most luxurious hotels of South-East Asia. This hotel is owned by PernasOUE of Malaysia and managed by Singapore Mandarin International Hotels. This luxurious hotel gives its best quality of service to its customers. According to the Penang Mutiara hotel the quality of service means helping guests sort out their own problemsRead MoreThe Blossoms Garden Center ( Bgc )1521 Words   |  7 Pages(BGC) has developed with a strong reputation for the quality and range of its plant and its knowledgeable staff, it still faced problems during the developing process, which could cause negative effects in itself such as lack of competitiveness and loss market shares (PMM, 2015). Specifically, in line with market changes, the business generated revenue has sharply decreased from  £4.23million in 2013 to  £3.87million in 2014 (PMM, 2015). This case study aims to identify those proble ms of Blossoms GardenRead MoreInformation Technology Service Management Framework1006 Words   |  5 Pagestechnology to reach their business goal. In result, the needs of information technology service regards to the increasing dependence from information technology companies to IT service corresponding to the business is growing rapidly. To reinforce marketplace competitiveness companies and organizations are now seek for good quality organization IT service management or â€Å"framework† more ever than before. Information Service Management is defined as Information technology activities made up by a severalRead MoreManaging Customer Perceptions of the Business Environment for Competitive Advantage1743 Words   |  7 Pages Managing customer perceptions of the business environment for competitive advantage By: Toni Hilton, PhD Westminster Business School, UK and Warwick Jones, PhD University of the West of England, UK Journal of Customer Behavior, 2010, Vol. 9, No. 3, pp. 265-281 Article Summary Per Bendapudi and Berry, the environmental influences consumer behavior but does not influence consumers’ trust. Organizations have to research extent of how their marketing environment creates customers’ perceivedRead MoreService Management1444 Words   |  6 PagesIntroduction The service industry interacts with our lives on a daily basis. Services can be defined as deeds, processes and performances. When considering the differences between products and services, intangibility and the fact that a service cannot be touched, tasted, viewed or tried on are terms often used (McColl-Kennedy Kiel 2000). Services differ from goods in essentially four ways: (1) intangibility; (2) inseparability; (3) heterogeneity; (4) perishability (Kotler, Brown, Adam, BurtonRead MoreLean Manufacturing With Kanban System Implementation1462 Words   |  6 Pages Lean Manufacturing with Kanban System Implementation Abstract Article one is about Application of kanban system for managing inventory and it states that Lean manufacturing is a culture in which all employees continuously look for a Ways to improve processes. The present article also states that how company can use this tool for managing the inventory. Article two is about Application of Kanban system for implementing lean manufacturing and it provide a background on lean manufacturing, presentRead MoreInnovative Widgets Customer Service Plan1059 Words   |  5 Pagesï » ¿Innovative Widgets customer service plan Vision †¢ This is a statement of how you envision customer services being delivered in the future In five years’ time, Innovative Widgets will be the leader in customer service satisfaction, providing timely, responsive service with integrity, simplicity and a passion for excellence, while meeting or exceeding the customer’s expectations. Mission statement †¢ This defines what a company will do to achieve its vision. It may include the company’sRead MoreInnovative Widgets Customer Service Plan1104 Words   |  5 PagesInnovative Widgets customer service plan Vision †¢ This is a statement of how you envision customer services being delivered in the future In five years’ time, Innovative Widgets will be the leader in customer service satisfaction, providing timely, responsive service with integrity, simplicity and a passion for excellence, while meeting or exceeding the customer’s expectations. Mission statement †¢ This defines what a company will do to achieve its vision. It may include the company’s