between employees and customers in the services arena. Both parties prove vitally important in the business operations of a service provider; however this document strives to explore both ends of the debate‚ that is‚ the overarching importance of employees and customers. Significant research has been conducted regarding the nature of the two groups‚ which has aided this critical analysis of the notion that employees are more important than customers as well as the counter-argument that employees are
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diverse workforce: An increasing number of companies are realising the benefits of having a diverse workforce and as a result are incorporating equality and diversity objectives in their business strategies. Diversity is a widely-used concept which refers to visible and non–visible differences between individuals. There are six main strands of diversity: race‚ gender‚ disability‚ sexual orientation‚ age‚ and religion which are covered by UK legislation. Diversity also incorporates differences such as
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Case 3 Continental Can Company of Canada‚ Ltd. Teaching Notes Copyright © Gareth R. Jones 1994 Synopsis The case allows an in-depth analysis of a mechanistic structure and allows students to apply theorganizational theory concepts from Chapters 4‚ 5‚ and 6. It should be used after Chapter 6‚ and the TRWSystems case should follow (a two-class sequence) to illustrate the workings of an organic matrixstructure. This sequence exposes the meaning and significance of the mechanistic-organic distinction
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Customer Service Marketing Assignment #1 Customer Service Marketing BUS1340-11W Section 3 Elizabeth Stewart 6144463 2/27/2011 Elizabeth Stewart Part 1 For this assignment I have selected The Church & Dwight Company and their product Trojan condoms. This company has segmented the market for Trojan condoms using many bases of segmentation. Demographics * Males and females * Ages 15-50 Psychographics * Religion * Wants and Needs Geographic * Developing countries
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An Analysis on Customer Care Strategy of the General Electric Company Table of content 1.0 Company Introduction --------------------------------------------------------------------------2 2.0 An Outlook of the General Electric Company’s Customer Care Strategy ----------2 3.0 Development of GE’s Customers Care Strategy ------------------------------------------3 4.0 GE’s standards in details ------------------------------------------------------------------------6 5.0 Ways
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Frederick Community College BU 274-1 Customer Relations Index# 1968 Fall 2013 Class Starts: January 27‚ 2014 Class Ends: May 16‚ 2014 Last day to withdraw: April 12‚ 2014 Instructor Information: Name: Samantha Robertson Office: N/A E-mail: srobertson@frederick.edu Cell Number: 443-206-4586 Office Hours: Available on request Campus Mail Box Number: 750 Course Information: Credits: 3 Prerequisites: EN 50‚ EN 52 Co-requisites: None On-campus Meetings: N/A
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Customer care Caring about your customers — and showing it through your service — gives you a high return on the time‚ effort and money you invest. Loyal customers are well worth nurturing. They buy more‚ more regularly. And the cost of selling to them is almost nil‚ whereas finding new customers is an expensive business. Satisfied customers will recommend your product to others. Dissatisfied customers will complain about you to an average of ten other customers and potential customers
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strategic planning in its four steps 2. Discuss how to design business portfolios and develop growth strategies 3. Explain marketing’s role in strategic planning and how marketing works with its partners to create and deliver customer value 4. Describe the elements of a customer-driven marketing strategy and mix‚ and the forces that influence it 5. List the marketing management functions‚ including the elements of a marketing plan‚ and discuss the importance of measuring return on marketing investment
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factors that project the shared values of the people who work in a firm. Thus‚ the way an employer behaves his/her employees will be similar to the way the employees will behave the customers. In order to achieve this‚ there are some subtle behaviors that can send the most powerful messages to the customers. These involve the prompt initiation of the conversation‚ verbal greeting‚ getting customer committed which are all to welcome the customer as a guest. Hi is a good word with a smile on face to
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Companies that gives importance and value to its employee. Boston Consulting Group BCG invests “100-plus hours and thousands of dollars to recruit each consultant‚” says the company’s site‚ and it also claims to pay 100 percent of its employees’ health care premiums. “Attracting top talent and maintaining an environment in which employees can rapidly develop have been key to our success and our ability to deliver enormous value to clients. Recognitions like this are a nice acknowledgment that
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