delivering excellence in retail customer service
Marketing - Chapter 2: Delivering customer service
Ngày tải lên :
23/10/2013, 20:15
... with customers
2.3. Handling customers complains
2.4. Delivering high-quality service to all
customers, including those with specific
needs
2.5. Promoting product and services.
2.3.1.Policies ... Establishing a rapport with customers
ã
Within seconds, a person can assess the competence
and sincerity of a person in a customer service role.
By listening and watching, a customer can determine ... 2.3.Handling customer complaints
ã
All organisations receive complaints from customers
from time to time.
ã
Complains may come from both internal and external
customers.
ã
Every complaint gives...
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evaluate effectiveness of customer service activities in increasing sales for kichi-kichi hot pot bar restaurant on 61 ma may street
Ngày tải lên :
17/02/2014, 12:43
... is divided into two kinds: existing and potential
customer.
Retaining existing customers mean making them keep buying company product
or service. Excellence in customer service, using of the ... reduce cost and increase turnover.
Keeping existing and making loyal customer
Firstly, customer service is an effective tool in keeping existing and making loyal
customer. Generally, customer is ...
marketing, can help your company retain customers. Relationship marketing
focuses on getting customers and keeping them in longer term using a combination
of marketing, quality, and customer service. ...
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EY Understanding customer behavior in retail banking - The impact of the credit across Europe docx
Ngày tải lên :
29/03/2014, 08:20
... achieve:
A 50% increase in the success rate of activities aimed at acquiring customers
A 25% increase in branches delivering proactive commercial activities
A 40% increase in the business volume ... 18
Understanding customer behavior in retail banking The impact of the credit crisis across Europe
Avoiding customer attrition requires an innate and deep understanding of what exactly
customers ... identifying and engaging customers
as advocates.
7
Understanding customer behavior in retail banking The impact of the credit crisis across Europe
Banks have felt the crisis impacting their businesses...
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John wiley & sons customer management excellence successful strategies from service leaders
Ngày tải lên :
02/04/2014, 18:07
... discussing fantastic customer service.
But behind each and every single success story, training played a
major part. Through effective training, great customer service
begins before the customer ... applying all the service expertise and training that
is part of the Hilton ethos, the southern hotel bettered the
service. A true win-win situation. In order to maintain their
high level of service, ... it?
Having a customer service director fast-tracks information and service
shortcomings to board level so that the customer receives better service
quicker.
3 Does your customer service offering...
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assessing a customer service model in the financial services industry
Ngày tải lên :
03/06/2014, 00:52
... identified, including peer-reviewed articles, journals, and
books, discussing the problems associated with customer relations and customer services
within the financial services industry and other industries ...
image for the financial services industry.
Numerous complaints and lawsuits involving large amounts of money have made
leaders within the financial services industry look for innovative approaches ... enrolled in training sessions. Training for new
hires consists of two weeks of practicing courteous behavior. Employees who cannot be
courteous during the training phase are instructed to gain additional...
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HANDBOOK OF CRM: Achieving Excellence in Customer Management Part 1 potx
Ngày tải lên :
01/07/2014, 14:20
... behaviour. This involves cre-
ating an ongoing dialogue with customers and exploiting the
information and insights obtained at every customer touch point.
CRM is aimed at increasing the acquisition and ... especially for those
businesses with a large customer base. The main ones include:
● the increasing power of computers
● the decreasing cost of computers, in real terms
● the increased storage capacity ... targeting customers, including:
᭺ one-to-one marketing
᭺ permission marketing
᭺ mass customization.
As we explain in the first chapter of the book, there are many per-
spectives and definitions...
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HANDBOOK OF CRM: Achieving Excellence in Customer Management Part 3 pps
Ngày tải lên :
01/07/2014, 14:20
... and
● acquiring customers utilizing new channels.
The starting point in understanding customer value from the
perspective of the supplier organization is to determine the existing
customer acquisition ... Marketer of the Year by
Advertising Age. They have led the way in gaining online consumer
acceptance, standardizing measurement and defining advertising
models and making online media easier to buy. ... may involve acquiring a greater
number of customers or more attractive customers, or getting them
at a lower cost. In many instances customer acquisition can be
improved through acting on insights...
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HANDBOOK OF CRM: Achieving Excellence in Customer Management Part 4 ppt
Ngày tải lên :
01/07/2014, 14:20
... The
extensive customer service training includes an innovative programme
called ‘The perfect transaction’. Here employees are trained to under-
stand that they play an important role in delivering the customer ... scope for
individualizing service, some retailers are installing kiosks to provide a
web-based service channel in- store. Online search and service facilities
can also be tailored to the customer ... sales and service channel has
increased.
Disintermediation in the insurance industry
UK insurance company Direct Line initially utilized call centre tech-
nology and IT, and later the Internet,...
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HANDBOOK OF CRM: Achieving Excellence in Customer Management Part 5 potx
Ngày tải lên :
01/07/2014, 14:20
... information, rather than achieving an integrated CRM
solution. In some cases, using different software for sales, marketing
and customer service has resulted in each function having its own
customer ... this
functionality fully to support online customer self -service.
Summary
The information management process is playing an increasingly
critical role in CRM, in supporting the collection, analysis and ... customer information
8. My customer information system allows information about individual cus-
tomers to be recognized and used to produce summary information about
the customer for use in customer...
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HANDBOOK OF CRM: Achieving Excellence in Customer Management Part 6 potx
Ngày tải lên :
01/07/2014, 14:20
... can be used to increase employee value (e.g. through investing
in staff training or job incentives), increase customer value (e.g.
through augmenting the value proposition) or increase shareholder
value ... business case for
investing in CRM should therefore address the following questions:
● Is an investment in improving CRM likely to lead to improved business
performance?
● How can investments in ... ‘advanced’ in terms of adoption of
such an approach. This finding may not be surprising as very few of
the companies involved in the original service- profit chain research
had explored all the linkages...
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HANDBOOK OF CRM: Achieving Excellence in Customer Management Part 7 pot
Ngày tải lên :
01/07/2014, 14:20
... continue with discrete steps of no more than three months
᭺ continue looking for low risk, quick wins
● Manage ongoing project
᭺ continue delivery
᭺ continue monitoring and reporting
● Continue internal ... months
᭺ continue looking for low risk, quick wins
● Manage ongoing project
᭺ continue delivery
᭺ continue monitoring and reporting
᭺ continue internal marketing
● Planning for project completion
᭺ ... all
employees. Internal marketing programmes aimed at instilling cus-
tomer consciousness and service orientation are increasingly being
adopted by organizations.
The basic premise behind internal marketing...
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the nordstrom way to Customer Service Excellence phần 1 ppt
Ngày tải lên :
14/08/2014, 05:21
... Nordstrom-
Style Service explores the role of employees in giving great
customer service, including developing and maintaining per-
sonal relationships, and encouraging both teamwork and in-
dividual ... jobs: logging in Michigan, digging coal in
Iowa, mining gold and silver in Colorado, loading railroad ties
and carting brick in Mendocino County, California, and Dou-
glas fir trees in Washington ... Nordstrom-
Style Service examines the area of influence of the people
closest to the employees. These responsibilities include hiring
the right people, then empowering, managing, mentoring,
praising, rewarding,...
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the nordstrom way to Customer Service Excellence phần 2 ppsx
Ngày tải lên :
14/08/2014, 05:21
... They thought of it in terms of being a clerk, as opposed to
a salesperson involved in the business. They were used to just
standing by a register and ringing up stuff when the customer
brought ... throughout this book as well
as in the appendix in the back of the book.
Great customer service is in the details; in simple human
kindness.
After Robert Spector gave a speech in Indianapolis to a con-
vention ... volume
store in the chain.
The third generation grew the company to 61 full-line stores
in Washington, Alaska, Oregon, California, Utah, Texas, Min-
nesota, Indiana, Illinois, Pennsylvania, Virginia,...
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the nordstrom way to Customer Service Excellence phần 3 ppsx
Ngày tải lên :
14/08/2014, 05:21
... people
feel that they are doing their business in a vibrant way with a
company that invests in itself,” said Cochran.
Continental Airlines allows its customers who are flying in
first class to carry ... brick-and-glass build-
ings sometimes fool people into thinking that Mike’s is actually
a restaurant. Crews are constantly maintaining the cleanliness of
the operation.
Line Up and Cheer for Your Customer
53
low-dose ... distracted. In-
stead of looking at the nice sweater, they’ve got a stroller bang-
ing them in the ankles. When they think about our store, they
don’t think of jostling and banging, they think of...
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