Customer Service Statements, Sales Metrics - Assignment Example

Six Topics Name Institution name Personal information According to the federal privacy act personal information has two meaning either information or an opinion that could be form part of a database which can be true or not true, recorded in a material form or not. This information can be used to identify a person or the identity of the person can be ascertained from it. Record here means a document, a database, a photograph, or any other available pictorial representation of a person. Personal information does not constitute the following, common wealth record, information kept in a library or generally available publication (Federal Privacy Act, 2007, p. 15). Collection and use of personal information has to be collected in a lawful manner and it should relate to the initial purpose and should not be included in generally available publications. The information should be obtained with the consent of the owner, the information need not to intrude into personal affairs of the concerned individual. This information must be accuracy of the information, the information need to be protected from unauthorized access. Not used for any other purposes that for business use agreed upon during collection. Should not be disclosed to any other person without the consent of the owner or the law (Federal Privacy Act, 2007, pp53-59). Figure 1 Customer personal collection information form Customer feedback form Dear customer Please feel free to give us your feedback so that we can server you better. Kindly in fill the form below Part A: Satisfaction with products and services accessed or received 1. How frequently have you accessed or received services from our business In the past 3 months? (Tick where appropriate) o Weekly o Monthly 2. Which of the following products have you received you ever accessed or you access mostly? (Tick where appropriate) o Frozen food o Fruits o Dairy products o Fresh Meat o Fruits o Yoghurt 3. How would you rate your satisfaction with the following aspects of the products and services you have received or accessed? (Tick as appropriate) Very satisfied Satisfied Unsatisfied Very unsatisfied Not sure Quality of services provided offered Professionalism and courtesy of staff Timeliness of services provided Uniqueness of the products 4. How satisfied are you overall with the products you received or accessed in the past 3 months? o Very satisfied o Satisfied o Unsatisfied o Very unsatisfied o Not sure 5. What did you like most about the products you received or accessed? 6. What do you think we could do to improve our products and services? Part B: Satisfaction with information resources and communications 7. How often do you access our information resources as listed below? ( Tick where appropriate) Weekly Monthly Every 3-6 months Every 6 months or less Never Website Facebook Twitter 8. How useful are the information resources to you? (Tick where appropriate) Very useful Useful Rarely useful Not at all useful Not sure Website Facebook Twitter 9. How easy is it to find the information you are looking for about our products and service? (Tick where appropriate) o Very easy o Quite easy o Quite difficult o Very difficult o Not sure 10. Do you have any comments about our information resources and communications? Referral of customers to business's Product service Communication with customer to increase sales can be done in several ways. When customers enter the business premises for instance they can find important information regarding a certain product they did not know. When customers are not aware of what products to purchase or a combination of them, then through personal communication guide is given and a persuasion is made. In cases where there is price reduction or value addition to the product. This offers good avenues to engage customers in a personal communication. Through Facebook a business fan page is created where the business post information about their products and through this customers can exchange ideas and opinions. this can also be done through use of Twitter. Another ways in which customers can be made to communicate with each other about the product is through referral. This can be done through identifying a satisfied customer and referring others to them where products importance and experience can be exchanged. Customers can be communicated to in several ways. This is through use a brochure, social media such as Facebook and twitter, by use of SMS and print adverts as well as through radio and TV advertising. Report on Customer Profitability According to Hunter, (2014), there are five categories of customers, loyal wandering, discount based, impulse and need based customers. Customer Characteristics 1 Loyal customers These customers are helpful in recommending the business to others. 2 Discounted customers They ensure that the product is turning over and they are main contributor to flow of cash 3 Impulse customers They provide a significant amount of insight and knowledge 4 Need based customers Customers who are driven by specific needs. they enter the store and looks for a particular product 5 Wandering customers They are customers who merely want interaction and are likely to communicate to other about the experience they have in the business Of all the above kind of customers, the most profitable are the loyal customers. With loyalty to the business products and service, they will wait even if the product is not there shop only in the business. Tern this they are also responsible for customer referrals. It is important to keep it is important to keep this customers to ensure that the business earns more profit and sustains its profits. Promotions will ensure that the customers are aware of the products that are there and through customer service strategies; the business will be able to retain the customers. Customer Service Statements Our customers’ needs are desire to experiences new products in the market; they find unexpected products and experiences cheap thrills. Customers require information and guidance on how to use the products and be assured that the products they buy will be of use to them. What motivate the customers is what they find in the store and how they are treated. Our staffs are warm and friendly, they are helpful and knowledgeable. Customers trust them because they know that the products sold are tested to ensure quality and satisfaction. The dynamic product mix in the shop makes shopping at the store feel like a treasure hunt. Customers find this fun and interesting. More than 80 % of our customers have attended college. Our target market is intelligent, educated and inquisitive individuals. Our focus is on people who are health conscious, love travelling and those who liked new things. Most of our favourite customers are out-of-work college professors who have the following characteristics well read, well-travelled and appreciate a good value. Other than the products, we sell which are tested for quality assurance to the customers and the fact that the store deals with meeting the needs of customers in terms of providing them with new products they have never tested. The products are packaged to attract customers. In the store for instance there are more than 50 % of the products that are private labelled items . This packaging attracts customers because they do not find it anywhere else. The store is also packed with extensive frozen food collection. Another most important thing is that most products like fruits are sold by piece rather than by the pound. Fresh produce such as vegetables and fruits to give you the customer a bunch of vitamins. They also have many benefits in fighting diseases such as heart disease, stroke, controlling blood pressure and preventing some types of cancer and guard against cataract and macular degeneration, which causes loss of vision (Hsph.harvard.edu, 2012). These produce are sold by piece rather that by pound thus they are much affordable. The extensive frozen food collections that are well preserved are free from contamination and can last long while still maintaining its nutritional value. Frozen foods are free from preservatives, ensures that there are seasonal foods throughout the year; they are safe since lower temperature reduce microbial and fungal activity in the food. This will ensure your health is enhanced. It offers conveniences since a busy customer is able to feed themselves and their families within a few minutes. These foods also makes one obtain speciality food that may be too expensive to obtain fresh (Whitmore, 2011). Most of our products and nearly all of them are cheaper meaning that a cent more is saved by shopping at our grocery store. Dairy products such as yoghurt provide you with excellent nutritional value and a taste of preference you prefer. There are many competitors such as Supermarkets and other green grocery around. They are offering variety of items. Supermarkets offer both perishable and non-perishable food products. Similarly the groceries around engages in the same but some of them are offering other necessities such as toothbrush among others. Competitive advantage the business has over its competitors is achieved by differentiation and focus strategy. In differentiation, business firms strive to be unique in the market through provision of products and services that are valued by customers (Porter, 1985, p 15). The business already strive to sell new products that have not been tried by customers and through provision of private labeled items packaging which is much appreciated by customers. The business operates above average by ensuring that the price of products produced surpasses the cost incurred in differentiating the business. It therefore aimed at cost parity also known as proximity in relation to its competitors by doing a cost reduction is major areas, which do not affect differentiation (Porter, 1985, p 14).The business utilizes the two variants of focus, which are the cost focus and differentiation focus. Cost focus to exploit the differences that exist in cost behavior and characteristics of its targeted segment and the focus to exploit the need special to buyers (Porter, 1985, p 15). For instance, the business monitors the competitor performance and knows when they are underperforming in meeting the needs of a particular market segment because an opportunity for differentiation focus will present itself. In instances where the competitor is over performing in meeting the needs of the segment, a cost differentiation presents itself. The competitive advantage is attained by fully dedication to customer segment (Porter, 1985, p 15). Cost leadership also helps in competitive advantage, the business strive to be the low cost producer. This is achieved by lowering the overhead cost and cutting down the labor cost. The business, in striving to attain its mission and goals has identified critical factors and has participated in a number of activities to ensure its success. One of the most important is establishing a good relationship with the suppliers. This for instance is done by not charging suppliers when they slot their products on the retailers’ shelves. Another success factor the business has is its ability to attract and satisfy new customers. This is done through ensuring product quality, understanding the need of the customers, as well as offering products at reduced prices. The business engages in a number of marketing operations one of it is advertising and promotion. Advertising is done through a number of medium such as print adverts through flyers, radio advertising, and internet advertising through the business website. This adverts and flyers are written by the business there is no hiring of advertising agency. These flyers provide information about various products. The business always has seasonal and special events product promotion where the products prices are reduced the products on the shelves are branded with brand name. The business does consumer promotion as well as trade promotion. Consumer promotion is aimed at getting customers to try new product (Abahe.co.uk, n.d. p. 180). Consumer promotions is done through use of coupons and give always where customers are given t-shirts that have adverts about the company. Trade promotion aim at market intermediaries (Abahe.co.uk, n.d. p. 182) .In the business this is achieved by use of trade offering of discounts to someone who buys in large quantity. Building customer relationship requires huge investment in terms of time and effort therefore they need to be retained (Marketingwizdom.com, 2014).This is done by attending to the business customer relationship even after sale has been made and ensuring a customer is not abandon by problems that can be easily solved. Other measures include having extraordinary customer service, this is achieved through ensuring that customer is satisfied, provision of immediate response and prompt delivery of what the customer was promised. There are also measures ensuring that there is product and service integrity to the customers and at no point is the customer supplied with the products that are defective. There is also use of courtesy system, which involves polite speaking without screaming. It is evident that most customers do not complain because there are no ways to ensure that. The business employs use of customer feedback form, which is filled by customers concerning their complaints. Complaining customers are a gift to the business. This is because trough the complaints the customers are giving the business another opportunity to satisfy them (Marketingwizdom.com, 2014). Through the customer feedback form complains are analysed and solved or rather customer dissatisfaction are eliminated. Personal information in the business is handled by the set principles, which state the purpose and manner of collection specify the duration of retention of personal data, specifying the use of the data with the consent of the owner. Such information should are not normally disclosed for any other secondary purposes from what it was agreed upon without the consent of the owner or authority of the law. These data are secured from unauthorised access accidental access. Sales Metrics The sale metrics used in the business are; customer loyalty, which is much, concerned with satisfying the customers and retaining them in business. Loyalty here is emotional experience, physical attribute satisfaction and perceived value of the product. The business establishes this loyalty through blending physical, emotional and value elements of the experience into one cohesive experience. This metric is significantly important because it not only increases the sales but also reduces expenses such as those associated with education and marketing as they end up being net promoters of the business (Beyondphilosophy.com, 2011).Sales by contact method. This is a metric measure where sales are generated by use of contact methods such as email, telephone or in person. This method is much promising especially with elimination of in person since it involves a lot of travelling expenses but the others such as email are much cheaper and increases sales. Sales per rep, this is measuring the ability of each sales reps and sales team. This is important bearing in mind that sales teams are normally competitive. Through setting realistic targets the sales team are able to compete and thus increasing the sales of the company this method also go hand in hand with sales by contact method. Through increased revenues for a single rep or team, the overall revenues for all reps or teams are increased. Purchase funnel metrics analyses the customer acquisition. It has five stages awareness, consideration, preference and purchases. It offers high conversion rate through all stages, there is also high volume through each stage of the funnel (Klipfolio.com, 2014) References Abahe.co.uk, (n.d.).Advertising and Promotion.1st ed. [ebook] Available at: http://www.abahe.co.uk/business-administration/Advertising-and-Promotion.pdf [Accessed 30 May. 2014]. Beyondphilosophy.com, (2011).What is Customer Loyalty | Customer Loyalty Consultants | Customer Satisfaction. [online] Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. Available at: http://www.beyondphilosophy.com/customer-experience/customer-loyalty/ [Accessed 30 May. 2014]. Federal Privacy Act, (2007).Australia Privacy Act 1988.1st ed. [ebook] Available at: http://www.comlaw.gov.au/comlaw/Legislation/ActCompilation1.nsf/0/D3C265274169345ACA25736E001DB439/$file/Privacy1988_WD02HYP.pdf [Accessed 30 May. 2014]. Hsph.harvard.edu, (2012).Vegetables and Fruits: Get Plenty Every Day. [online] The Nutrition Source.Available at: http://www.hsph.harvard.edu/nutritionsource/vegetables-full-story/ [Accessed 30 May. 2014]. Hunter, M. (2014).The 5 Types of Customers (And How to Make Them Buy More). [online] About.com Small Business: Canada.Available at: http://sbinfocanada.about.com/od/customerservice/a/customertypesmh.htm [Accessed 30 May. 2014]. Klipfolio.com, (2014).Purchase Funnel | Marketing KPI Examples - Klipfolio. [online] Klipfolio.com. Available at: http://www.klipfolio.com/resources/kpi-examples/marketing/purchase-funnel [Accessed 30 May. 2014]. Marketingwizdom.com, (2014).20 Customer Retention Strategies - Marketing Wizdom. [online] Marketing Wizdom.Available at: http://marketingwizdom.com/strategies/retention-strategies [Accessed 30 May. 2014]. Porter, M. (1985).Competitive advantage. 1st ed. New York: Free Press. Whitmore, M. (2011).The Advantages of Frozen Foods | Livestrong.Com. [online] Livestrong.Com. Available at: http://www.livestrong.com/article/468741-the-advantages-of-frozen-foods/ [Accessed 30 May. 2014]. Read More