1. Introduction 3
2. Finding 3
2.1 Development of the Customer Care Strategy 4 2.2 Establishment of Customer Care Standards 6 2.3 Methods of collecting customer feedback 8 2.4 Customer Care Review and Improvements 9
3. Conclusion 11
• Reference 11
• Appendixes 11
This report is aim to describe the Customer Care Strategy in an Organization of Sainsbury’s and be able to demonstrate the ways in which it has been developed.
Then I will list the standards that the organization has established to solve many kinds of customer care situations and how these standards were set.
Follow that, it will put out some methods of collecting customer feedback through two accepts which are quantitative and qualitative. And how are these methods work in reality as well as how the organization analyses the information. Finally we will have a retrospect and preview of the tendency in the future!
This report is mainly talk about a supermarket named Sainsbury’s. Sainsbury, founded in 1869, in the following more than a century, Sainsbury maintained a "perfect quality, low price" business strategy, one step at innovation, leading the trend. Ever take the lead in introducing self-help retail service, develop their own brands, employ a large number of women employees, in the midst of the building is built on the shop, provides the high quality goods. These are effective improve the Sainsbury's market credit degree and popularity, also make the Sainsbury in Britain in one hundred and thirty with retail champion. Sainsbury's Objectives: Sainsbury's exist to provide goods and services. Whether Sainsbury's aim to make a profit or not, have to make products and provide services that satisfy customers' wants or needs. 2.1 Development of the Customer Care Strategy
“Until the twentieth century, as the old management gradually receding, the new management in the lack of experience and strategy of slow, just in the fierce competition in business war, and in the late on Tesco & Asda, and now to third place.” “You can have every product that anyone could possibly want, but if you don't treat your customers well, you can kiss your business goodbye.” Numerous studies have shown that it's much more expensive to attract new customers than it is to keep existing ones, so it's vital that the enterprises focus on making customers happy. Here are 5 steps of customer care strategies to keep customers coming back for more.
Step 1: Identify our key programs, products, and services.
As a big supermarket chains, sales is our final objective. We have many and various products and we also provide satisfied services as well customer care. Step 2: Identify your clients.
Our clients comprise almost age level, profession even every kinds of daily needs of them.
We try our best to cover every block in UK that satisfied different needs.
Step 3: Determine our client satisfaction objectives.
Why we want to measure client satisfaction? It makes improvements in our product or service, and it enhances the overall customer experience.
Once we measure our clients' overall satisfaction, we could use these data to do our business better even more evaluate our employees be held accountable for achieving the objectives.
Step 4: Decide how we will obtain customer feedback.
Feedback is essential to the working and survival of all regulatory mechanisms found throughout living and non-living nature, and in man-made systems. Feedback occurs when an environment reacts to an action or behavior. For example, 'customer feedback' is the buyers' reaction to a firm's products and...