Personal Values - Essay Example

There is a great deal of focus on customer satisfaction and loyalty within the company. I found these values highly impressive and since they were reflected in the way things were done at Kudler, I feel they were more than just words. Kudler believes that it doesn't need to lower its prices to draw more customers. It wants to retain its existing customers and attract potential ones with the help of a different strategy. This is a good strategy and I believe that the firm understands that it is not always the price that matters.

Kudler knows that the people who appreciate its products are quality conscious people and hence it is the product itself which is important to them and not the price. Thus Kudler has not made Price a differentiating factor to attract customers. Kudler has been working on various things to improve customer loyalty and to track their preferences. For one, Kudler plans to offer differentiating services to its customers who this would be a new and unique bakery experience for them. In order to do that, the firm plans to track customer's tastes and preferences in order to serve them better.

The one area where I need more understanding is company's use of technology. While the company has always been willing to incorporate technology, I still find its use of technology very limited. This shows that the company either has not been paying too much attention to technology or it is deliberately keeping the use to a minimum. As a manager that first thing I would like to work on would be the use of technology. With Internet becoming such a formidable force, I would like to harness the power of this technology to make operations even more efficient and systematic at Kudler.

Internet can be used for various purposes such as:1. To reach a wider customer base2. to track the tastes and preferences of customers3. To announce new promotions and products4. To conduct polls on products5. To offer new customers with coupons 6. To track the number of customers interested in Kudler products7. To get feedbackMy plan to accomplish this would include minimum budget since I understand that Internet systems do not need cost a lot provided you know the right people in the business.

I understand that once a system is in place, we would need to train some of our staff especially for the purpose of working online to product customers with instant answers to their queries and to work on their feedback.We will need to start with having a website dedicated to customer service improvement. This site will have a poll, information on new products and new promotions, it would also include a feedback form plus other important things in an entertaining way so people would want to stay on the website.

I find its customer service focus very appealing. I have worked for other companies and have found that often the reason for failure is lack of concern for customers. I am highly interested in improving customer service at Kudler and I find that this company is equally interested and equally committed to it.