Managing Customer Relationships QUESTIONS 6-1 Nonfinancial measures such as customer satisfaction and customer loyalty are important in managing relationships with customers‚ but an excessive focus on improving customer performance with only these metrics can lead to deteriorating financial performance. To balance the pressure to meet and exceed customer expectations‚ companies should also be measuring the cost to serve each customer and the profits earned‚ customer by customer. 6-2 Examples
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efficiency of the restaurant owned by the brothers and suggested an idea to open similar restaurants to Richard and Maurice McDonald. Kroc suggested that they franchise the restaurants throughout the United States‚ however‚ the brothers were hesitant and as a result‚ Ray Kroc offered to do it for them himself. McDonald’s has been in existence since the 1930’s and in 1948‚ the McDonald brothers shut down the carhop drive-in to become a self-serve operating restaurant. McDonald’s was incorporated in 1955
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There are many techniques for building relationships with customers. One in particular would be to learn the names of your regular customers if you have any or thank them by using their last name if they use a credit card for purchases. By remembering their names it makes the customers feel appreciated and in turn their experience will be shared with their friends and relatives. Not only increasing your bottom line but‚ also keeping loyal customers coming to your store. This also secures your position
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Management Techniques used in McDonalds Date: 17/12/2010 Contents: Pg 1 – Title page Pg 2 – Contents Pg 3 – Executive Summary Pg 4 - 1.0 Terms of Reference 2.0 Procedure 2.1 Primary Research 2.2 Secondary Research 3.0 Findings 3.1 Principles of scientific management Pg 5 - 3.2 Principles of Taylorisms 3.3 McDonaldization 3.4 Individual Investigation Pg 6 - 3.5 Motivation 4.0 Conclusion Pg 7 – 5.0 Recommendations 6.0 Reference
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assignment is McDonalds. McDonald’s is the leading global foodservice outlet with more than 33‚500 local restaurants serving approximately 69 million people in 119 countries each day. More than 80% of McDonald’s restaurants worldwide are owned and operated by independent local men and women. http://www.aboutmcdonalds.com/mcd/investors/company_profile.html McDonalds has developed its operation to a very high level of efficiency over years it has been operation. One main reason is that McDonalds keeps innovating
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1.0 Background of the Company McDonalds is one of the leading global fast food franchises in the world. McDonalds has more than 33‚000 restaurants worldwide in 119 countries. The company has 1.7 million employees (McDonalds US‚ 2011). McDonalds has more than 80% franchisee restaurants around the world. McDonalds’ C.E.O is Jim Skinner; he was elected to this post in November 2004 and has been with McDonalds for 39 years (Forbes‚ 2011). McDonalds’ has its head corporate offices at Illinois‚ Chicago
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development strategy is being credited with helping the fast food giant rebound‚ with same-store sales rising and corporate profitability increasing. McDonald’s Mission “McDonald’s mission is to be our customers’ favorite place and way to eat with inspired people who delight each customer with unmatched quality‚ service‚ cleanliness and value every time ...we invite you to be the part of this winning team and give yourself an opportunity to grow with the family of people striving to create smiles
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knowledge management‚ design‚ development and learning choices available. MODULE LEADER: PROFESSOR DEREK MILES STUDENT NUMBER: M00373290 SUBMITTED ON: 30TH APRIL 2012 AT MIDDLESEX UNIVERSITY HENDON CAMPUS. CONTENTS: 1. Executive summary 2. Introduction to the report 3. Company Overview 4. The learning culture at McDonalds * Key Findings 5. Knowledge management practice at McDonalds * Key Findings 6. Proposal for improved Knowledge management practice
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Working Relationships with Customers Effective communication strategies can help towards building strong working relationships with clients and customers and are very important for the progress of any company. It is essential to create a good impression and therefore it is important that the employee’s self presentation meets the expectations of the customer and leaves them with an overall positive opinion. Employee’s appearance is essential for creating a good first impression to the customer. It
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Background of McDonald’s (Size‚ Employees‚ Reputation) McDonalds was founded in May 15‚ 1940. The founders of McDonalds are: Maurice McDonald‚ Richard McDonald and Ray Kroc. McDonald’s added 212 restaurants abroad the previous year‚ but its commanding lead left it still at the top in international presence between American based fast-food chains. The team which is leading McDonald’s in the UK: Jill McDonald‚ Richard Forte‚ Paul Pomroy ‚ Nick Hindle‚ Jez Langhorn‚ Lauren Cody‚ Henry Trickey
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