Direction: Evaluation and Suggestions/Recommendations - Essay Example

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Institution Date Family and consumer science 1. Access channel Keeping customers closer is the best thing that can happen to any organization. Serving the interest of the customers should come first before thinking of profits. This is because it is through providing quality services or products to the customers that the organization gets to make its profits…
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Direction: Evaluation and Suggestions/Recommendations
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"Direction: Evaluation and Suggestions/Recommendations"

In other words the organization will have ordering options which include visiting company websites, making phone call orders, send emails, and meet sale representatives. The organization believes in the power of our customers in driving the business beyond our competitors reach and therefore we embarked on plan to promote close contact and interaction with our clients. The Channel consistency will be enhanced through service standards. The standards will setup a baseline relating to how the organization employees should treat the customers during interaction process. The baseline will therefore ensure consistency in service and quality delivery. Key standards that will be used by the organization range from (i) response time to E-mails, fax, SMS (ii) waiting time in visitor centres (iii) manner of service delivery and finally the level of accepted acknowledgement (Canterbury City Council). ...
will enhance Cross channel integration by providing an upbeat interaction between all the access channels so that vital information relating to the customers is shared. The information about the purchasing behaviour of the consumers will be gathered at every access channel so that it can be shared to ensure that consumers are provided with a wide range of options in every access channel thus best customer experience. Other implementation strategy of Cross channel integration will involve asking customers for their contact information in various access channels which will be stored in a central databank shared by the entire access channels. This means that if the customer chooses to order for services over the website, or through our contact centre, or by visiting our visitor centres or walk into the stores the organization should be in a position to identify the customer by his/her name. The organization will employ personalization in a number of ways. First the organization will gather personal information about our loyal shoppers in various contact channels, match the interest of the loyal clients to the products and services in our catalogue, and continuously learn more about them once they come to shop and finally contact them about new offers that cuts across all touch points. The organization will also dynamically merchandise our e-commerce portals for specified shoppers in real time. The organization will also strengthen our social sites with personalised commerce experience for target customers. All these creates an illusion to the target customers that the organization is thinking about their shopping experience and such they develop personal touch with organization brands. 2. Suggestions/recommendations on customer relations management Identification task: Read More
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