brands mainly through the product‚ target markets (customer groups and countries)‚ store presentation and retail image. And in 2008‚ the percentage of the growth in sales compared to 2007 is 9%‚ it means that Zara has been successful by meeting the ‘risk of cannibalization’. Compare with the other competitors‚ Inditex has some advantages. For example‚ the first one is the repeat visits. An average high-street store in Spain expects customers to visit 3 times a year‚ but that figure will be up
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the way the employees will behave the customers. In order to achieve this‚ there are some subtle behaviors that can send the most powerful messages to the customers. These involve the prompt initiation of the conversation‚ verbal greeting‚ getting customer committed which are all to welcome the customer as a guest. Hi is a good word with a smile on face to greet. Apart from these‚ icebreakers are also important which dispel the suspicious thoughts of the customers by using some compliments‚ comments
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Customer loyalty and customer satisfaction Customer Loyalty can be difficult to define given the different views that are presented within the literature. Zithaml‚ Berry and Parasuraman (1996) determine that loyalty includes a customer’s intention to stay with an organisation and that loyalty includes four elements: repurchase intentions‚ recommending the service provider to other customers‚ less complaints and tolerance of price increases. Oliver‚ (1999) provides a different definition and
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The Stakeholder Theory: Aiding in the Long Term Success of Corporations Managers of corporations‚ big and small‚ must make decisions everyday‚ incorporating the appropriate ethics and also maximizing corporate profit. The two major theories in decision-making are the Stockholder theory and the Stakeholder theory‚ both of which I will be explaining. First‚ I will explain the Stockholder theory as a short-term profit oriented model with regards to business ethics decisions. Then‚ I will explain
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influence different stakeholders exert in one organisation. In this assignment I will be evaluating the influence different stakeholders have in one organisation. A stakeholder is someone who takes an interest in a business whether it being small or big. For example‚ in Nike‚ a stakeholder could be an employee or a customer as they would have to take massive interest in the business. Out of the two businesses I chose for P2 and M1‚ I will choose newsagents. The first stakeholder I will evaluate is
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My organization (Encana) has many internal and external key stakeholders that include the following: Customers JV Partners Landowners Environmental groups Shareholders Government Regulatory Bodies Industry associations Suppliers Contractors Employees Internal Business Unit Leaders Internal service group providers to Business Units Based on my position within the company I’ll talk to two of the above stakeholders and relationships I’m more familiar - Government Regulatory Bodies and Contractors‚
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1. Organisations that intend to be successful need to design products‚ services and product/ service bundles to meet customer needs. How can they do this and how can they ensure that the organisation’s plans achieve quality‚ time and cost specifications agreed with customers? What data and records might be drawn upon to make plans intended to meet customer needs? Organisations that use market research to gather feedback from consumers regarding product design and product/ service bundles tend to
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CDWP Competency Framework for the Customer Insight Profession Delivering a Professional Service Delivers a professional service that contributes to organisational effectiveness by: Delivering a Customer Focused Service Develops and delivers customer-led services by: Analysing‚ Improving and Changing Analyses and uses evidence to inform improvement and deliver change by: Managing People and Performance Manages people and resources‚ and applies project and programme management techniques
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Explain the views of at least 3 main stakeholders for each of your businesses What are the aims and objectives of the business? Who are the main stakeholders? What are they trying to achieve from influencing the organisation? What is their impact? Burger King The main aims and objectives of Burger King would of initially been to survive and establish themselves‚ but now as they are a huge global business they will want to become the number one fast food restaurant‚ expand (have more restaurants)
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Customer Service What is Customer Service? Customer Service is any contact between a customer and a company that causes a negative or positive experience by a customer‚ it also means being able to exceed the needs and expectations of all their customers rather than just meeting them. “Excellent customer service is about creating a good impression: meeting the needs and exceeding the expectations of visitors‚ and making them feel welcome‚ excited and valued.” (http://www.rmg.co.uk) Who are
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