Customer Relationship Management - Assignment Example

THE EXPERIENCE ECONOMY It is astounding how creation of an exceptional has become a significant practice in business today. Many companies are adopting the concept, some of which will be mentioned below and focusing on ensuring customer satisfaction. Traditionally, customer relationship management relied on customer satisfaction until CEM was first introduced by pine and Gilmore in 1998. The main drive behind this concept was that” customer experiences would drive business value and propagate financial successes”. The main concern featured majorly in the concept involves catering for the emotional aspect of product purchase, that is, providing a client with what they are not likely to achieve physically such as gifts, rewards and discounts. NANDOOS Nando’s is home to the legendary flame-grilled peri-peri chicken. Born of humble beginnings in Johannesburg in 1987, the restaurant boasts of the yummiest chicken you will ever taste. My visit to the restaurant was a moment I will live to cherish for a longer period in my life. The experience was not only awe-inspiring but full of lessons i would never have learnt elsewhere. Right from the moment I set foot, the atmosphere is inviting, the receptionists welcoming, and the view, exquisite. The restaurant is not only elegant, the décor exquisite, the smell of delicacy invigorating but also has one of the best service-customer policies. At Nando’s I wanted to inquire a little more on what they do to attract classy customers, keep them satisfied but also highly maintain the standards of the place. I was lucky to learn a recipe of the famous “peri-peri” chicken, grab a meal and also keep the menu. Other than that, I learned that the management was reputable, courteous and equally hospitable. This is why the executive staff manager gave me a chance to learn (interview) from the restaurant. At the reception, I was directed to a vacant place and no sooner had I settled did I receive a copy of the menu and given time to make my choice before the maitre d’ returned to serve me. This, amongst other policies such as decency, respect and loyalty are some of the virtues that the restaurant prides in. Not only does the dining restaurant guarantee customer retention but also creates such a hospitable environment that makes you yearn for your next visit. Clearly the concept of CEM has well been absorbed into the business and its no doubt there will always be customers checking in. THAI MASSAGE Thai massage is a spa that specializes in ancient-style massages. Developed in thailand, the business has spread to Asia, China, and India. The recepient changes into more cosy clothes before massage and lie on the floor in groups or individually depending on the type of massage they are receiving. .The history of Thai massage and amongst other aspects such as training, merits, how the spa handles its clients is an insummmountable knowledge and experience I was lucky to be treated to.During my visit to the spa, I really couldn’t help but stare in veneration to the beauty, glamour and versatility the entity has put together to make such an overwhelming atmosphere. Unlike most palours where massage is done behind closed doors, I learnt that the spa is strictly traditional and done outside while fully clothed. It not only attracts both the young and the old, classy and wealthy but also is vast enough to alllow such a large number of clients at a time. Its location is also strategic enough to provide both comfort and conviniece to its clients. I learnt that a full body massage lasts an entire two hours and is inclusive of fingers,toes, ears, walking on clients back, knuckles cracking and follows a rythmic routine in order to guarantee specific client satisfaction. The most thrilling experience was the foot massage I received from one of the masseuse. To say the least, I had never been to a spa massage before let alone had a taste of massage in my entire life. So natural, energizing and rather rigorous than the other forms of classic modern massage is the experience I miss it to bits. What is even more amazing is the originality in the use of hands, knees, legs and feet to move you into yoga-like stretches as you ease out. Done on a padded mat on the floor, there is no use of oil and the benefits of the massage are countless leaving you relaxed, stress- free, energetic and flexible. Additionally, I learnt a few precautions that are taken when massage is involved such not to do it after a heavy meal or while undergoing therapy. Not only does the procedure but remains a true recipe for traditionalists and those that appreciate cultural versatility. JB HI-FI This is an Australian consumer electronics chain store established in Melbourne around 1974. The chain has extended and diversified over the years gaining revenue of over $150 up till 2000. Starting out as a Hi-Fi specialist, it has revolutionized to music CDs and DVDs and lately to plasma and LCD Televisions, CB Radios and surveillance camera systems in 2012. Currently, it is the number one retailer of Apple computer hardware and the only one that sells dell computers at retail price in Australia. The multi-million company has set policies right from its customer service, promotion and marketing quality and business solutions amongst other industry solutions to ensure customer satisfaction and strategic market penetration. Over the years, the company has grown with leaps and bounds achieving unimaginable returns and maximizing reliability, service delivery, volume projections and development. I am particularly impressed at their manner of curation, social graphs, verbiage and context marketing they employ in their daily operations. While most companies are still struggling to create a simple brand or graduate from an old-fashioned website, I am particularly impressed with this hybrid earned Electronic giant whose velocity has been amplified by humanized engagement. My experience at the chain store was memorable right from the moment the lady at the door greeted me with a smile. The price list is fair matching with their competitors even when they are of superior quality. One marketing strategy that was clearly evident was customer relations. I learnt that no matter the size of the store if the staff is great customers will come-calling. REFERENCES . Cairncross, Grant, Simon Wilde, and Lucinda Hutchinson. "Training and Service Quality—A Case Study Analysis of Regional Australian Restaurants." Tourism and Hospitality Planning & Development 5, no. 2 (2008): 149-163. Contogiannis, E., and A. J. Williams. "Customer satisfaction amongst black customers in the fast food restaurant industry." PhD diss., 2011. . Chugh, Ritesh, and Srimannarayana Grandhi. "Electronic retailing in Australia: A review of Australias top 20 retailers." In Information Management and Engineering (ICIME), 2010 The 2nd IEEE International Conference on, pp. 235-241. IEEE, 2010 Craven, Peter G., and Michael A. Gerzon. "Practical adaptive room and loudspeaker equaliser for HI-FI use." In Audio Engineering Society Conference: UK 7th Conference: Digital Signal Processing (DSP). Audio Engineering Society, 1992. Murphy, Donald. "Is It Safe to Adjust the Cervical Spine in the Presence of a Herniated Disc?." Dynamic chiropractic, Cliquez ici pour consulter ce lien Luthans, Fred, and Jonathan Doh. International management: Culture, strategy, and behavior. Vol. 13. McGraw-Hill Create Custom Publishing, 2012 Luo, Yadong, and Mike W. Peng. "Learning to compete in a transition economy: Experience, environment, and performance." Journal of International Business Studies (1999): 269-295 Pine, B. Joseph, and James H. Gilmore. The experience economy: work is theatre & every business a stage. Harvard Business Press, 1999 .Salguero, Pierce. "Encyclopedia of Thai massage." A Complete Guide to Traditional Thai Massage Therapy and Acupressure. Forres (2004). Zairi, Mohamed, and John Peters. "The impact of social responsibility on business performance." Managerial Auditing Journal 17, no. 4 (2002): 174-178. Read More