Unit 9 M1 Customer Service

M3 M3: Make and support valid decisions relating to the specification of materials for a tutor provided application Introduction By using the materials identified in P6 I can decide on which material is best suited for a foundation, building frame, guttering, external cladding of walls and wall insulation by looking at each materials properties and performance. This will help decide on which material is best suited for each component of the building as we will be able to find which material is the strongest and long-lasting for the foundation and which is best at stopping heat transfer for the wall insulation. For a construction project to be successful the right material needs to be used for each component in the building to ensure that the

P3 Customers are the primary priority to all businesses which are making a lot of profit and their aim is to increase making profit, as without them, businesses such as McDonalds, would not be able to make any profit from their services. This is the reason that clients are essentially important in the process of associations interacting with them. McDonald 's guarantees that they keep track of the customers satisfaction as they are making sure that they provide a good customer service to their clients, as it can possibly promt customers into purchasing more products. By doing so, both McDonald 's and their customers are going to be satisfied and happy as the clients are the ones financing into the business and the clients themselves are on the other side, the receiving end, of good quality products. Never the less, if McDonald 's don 't monitor the customer 's satisfaction, the will probably be passing up a great opportunity to built on what their customers ' feedback was

1. Ensure your homepage engages your audience immediately Create engaging textual and visual content. Jessica Humphrey, a visual designer and marketing consultant of Monarch Visual, urges businesses to concentrate on audience engagement before anything else. “Think about what ‘voice’ your content (should have) and think about how you can make that voice heard while still staying within your brand’s guidelines,” she said. “Finding that harmony is the key to being successful.

The Costa Club Card is a loyalty card for Costa customers, each time you buy food or drink there you collect points on your card, after so many points have been collected, rewards are available like, discounts or cups of coffee. For every £1 you spend you get 5 points on your card. Once registered online or in store, your card is valid for any store across the UK. (1) The Costa Card launched the commencing week of 29th August 2012 and allowed the 3 million members of its Coffee club to log into their account, update their details and check their balances so they are able to see what they can buy with their loyalty cards. The success of the Costa Coffee Club is the extent to which the card has enabled them to get closer to their customers.

contribute to its gag rule. Tesco is also exposed to the non-food division of its business in which they are recorded losses and their competitive advantage is not sustainable any longer because the likes of the Aldi, Lidl and the one pound store spring up in the grocery stores in the UK. Hill and Knowlton (2006) described a study of the use of corporate reputation in the determination of financial analysts when assessing a firm’s operation. After inflating accounts by over £260 million, and wiping more than £2.5 billion off its market value, Tesco has severely damaged its brand, eroded consumer trust and shareholder confidence. To append to its woes, the Serious Fraud Office has set up an investigation into the company’s over stated profits.

Task 5 Customer satisfaction Customer satisfaction is an indication whether the expectations of a customer has been met. Customer satisfaction is an abstract concept where that involves factors like the products quality and quality of service and the locations atmosphere where the products are being purchased, and whether the prices are suitable for the products or service. Businesses uses customer satisfaction survey to find out whether the customers are satisfied with the services and the products of the company. It’s a leading indicator of consumer repurchase intentions and loyalty

Tesco is retail organisation working in the UK and has accomplish numerous turning points that made them the greatest retail supermarkets everywhere throughout the world. The organisation is working with various 67,784 stores in a wide range of nations on the world with a turnover of about £62.284 billion as it is recorded in the year 2015. Business pattern of the Tesco incorporates grocery stores, hyper stores, and superstores alongside their substantial assortment of organic and non-organic item in the business sector. The organisation is recorded in the London Stock Exchange. It is a part of FTSE 100 Index.

Question 1 answer: Customer relationship management is mainly about building relationships with a company’s targeted profitable customers and maintaining that relationship through delivering customer value, as in how a consumer perceives a certain product and values it enough to buy it rather than buying the competitor’s product, and delivering customer satisfaction where the product meets the exact expectations the consumer had actually expected from the product or more, but not less. Companies can build customer relationships at many levels, depending on the nature of the target market (Kotler and Armstrong, 1988). Companies with many low-margin customers can develop basic relationships by which a company doesn’t get to know it’s consumers

In the organisation, the communication, information and knowledge are very important. The whole work gets done in the organisation be these things. So a manager has to manage these in an effective manner so that they can get the effective results. Every organisation have to get successes in the market.

1. Explain to Mrs. Wen what CRM is and how CRM is different from traditional marketing. Customer Relationship Management (CRM) is a term that refers to practices, technologies, and strategies that organizations use to oversee and analyze customer interaction and information. This is done through use of the consumers’ lifecycles, with the objectives of enhancing business relationships with customers, helping with customer retention, and increasing profitability. It is basically a system created by the company to interact with its customers effectively and efficiently.

The teams processing the information for the customers for the service provided were contacted by the customers to assist them in making payments. Knowledge The knowledge about the buying criteria of the consumer and that there was greater opportunity for the differentiation strategy implemented based on the quality and the services offered for customers. Mike was also able to establish the fact that his relationship was not too smooth with the managers of the

Customer relationship management (CRM) is one of type of enterprise systems. This system gives numerous benefit to organization. Also, CRM strategy gives benefit base on the nature of business. Usually the sector that uses CRM strategies are the industry, non-profit organizations and government institutions in order to attract their customers. The benefits such as enabling organizations to decrease the costs, increase profits and give more trust of their customers.

Customer satisfaction is at the core of their actions in every step of their supply chain. The company offers different products in their stores, letting the customers decide whether to consume them

The four building blocks of competitive advantage can be used to help a company become more profitable and stay ahead of their competition. The four factors are superior efficiency, quality, innovation, customer responsiveness. All four building blocks are important to any company. However, I believe that customer responsiveness is the most important because having loyal and happy customers can make or break any company. The four building blocks can help companies grow and become the leader in their industry over their rivals.

Competitive Advantage Customer Loyalty • Brand Image:  Uniqlo has built up brand awareness through advertising and marketing. Uniqlo eventually got its message “high quality, fashionable pieces in lots of colour at reasonable prices” across. • Positioning:  Uniqlo has positioned itself as the world’s only LifeWear Brand. LifeWear is comfortable everyday clothes for a better life as a result of its high quality, fashionable and affordable characteristics. (Refer to Figure 1) • Unique Merchandise: 