Delotta Customer Relations and Servicing-14 November 1‚ 2013 Instructor Theresa Billiot 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 inferior customer service
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Brand Community Strategies for Creating Value for Customers A brand community consists of a group of customers who share similar values‚ standards and culture while recognizing bonds of membership with each other and with the whole community. Benefits of deploying a brand community systems include customer brand loyalty‚ positive brand image‚ reduced marketing spend (since brand message is passed on through WOM within the community)‚ innovative products and services‚ and the likes. But
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Delivering Exceptional Customer Service - The NCB Way Welcome to the NCB Family VISION To make NCB‚ financially and operationally‚ the strongest and most dominant financial institution in the Caribbean and one that follows international best in class governance practices. CORE VALUES • We hold a deep and abiding respect for each customer‚ every colleague in our companies‚ and all our shareholders. • We commit to find new‚ practical‚ and innovative ways to make the term “excellent service”
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related needs of our customers and‚ in doing so‚ exceed their expectations for service‚ quality and value.” (Enterprise Rent-a-Car‚ 2007) Enterprise strategy to achieve and fulfill its mission started by Jack Taylor’s simple philosophy: “Take care of your customers and employees first‚ and profits will follow.” The key elements of Enterprise Strategy are: Strive to earn customers’ long-term loyalty by working to deliver more than promised‚ being honest and fair to provide exceptional personalized service
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IKEA Concept and history IKEA offers a wide range of well-designed‚ functional home furnishing products at prices so low that as many people as possible will be able to afford them. This is the idea at the heart of everything IKEA does‚ from product development and purchases to how we sell our products in IKEA stores globally. Anybody can make a good-quality product for a high price‚ or a poor-quality product for a low price. But to make good products at low prices‚ you need to develop methods
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Value chain analysis refers to a set of value creating activities‚ ranging from raw materials to marketing or producing a product or service and distributing it to the final consumer. Currently in present-day context‚ firms turned to outsource certain resources to reduce their cost of the product. This corporate value chain framework can be used for identifying competitive advantage methods of displaying and categorizing activities to contribute positively to the firm’s competitive strategy. If it
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According to Echeat (2006)‚ the IKEA had more than 175 stores spread over 31 countries at the end of 2002 and worldwide sales of about 12.8 billion euros in 2004. During the IKEA financial year 2001-2002‚ a total of 60‚000 people are employed by IKEA worldwide and there are 323 million people visited IKEA stores around the world (Kronos‚ 2006). IKEA mission is to offer consumers good value for their money. The typical IKEA customer is young low to middle income family. IKEA success in the retail industry
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Dictionaries (2015)‚ value can be defined as the view that something is being hold to deserve; the importance‚ worthiness‚ or usefulness of a certain thing. Besides‚ value can also be the monetary worth of a certain thing. On the other hand‚ image is defined as the overall general idea that our community in the society had for a certain product‚ brand name and company in business’s point of view (Business Dictionaries‚ 2015). Favaro (1998) mentioned that company will have to learn to place value creation first
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Chapter 7 Customer-Driven Marketing Strategy: Creating Value for Target Customers 1) When a company identifies the parts of the market it can serve best and most profitably‚ it is practicing ________. A) concentrated marketing B) mass marketing C) market targeting D) segmenting E) differentiation Answer: C Diff: 2 Page Ref: 191 Skill: Concept Objective: 7-1 2) What are the four steps‚ in order‚ to designing a customer-driven marketing strategy? A) market segmentation‚ differentiation
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Who are the firm’s current and potential customers? IKEA’s current and potential customers are male and female consumers who are in their early teens to mid-70. Consumers who make their purchases at IKEA may be renovators or interior-designer‚ empty nesters‚ or just customers who want to decorate their home. Renovators or interior designers may make their purchases at this store because it provides stylish‚ functional‚ low-cost furnishings that customers can assemble themselves As well‚ renovators
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