Effective Customer Care for Business Success Coursework

Effective Customer Care for Business Success - Coursework Example This is the more reason that the customer care provider should be dynamic in dealing with different customers and must know how to handle each in a unique way. Communication, therefore, becomes vital in addressing each customer’s needs effectively. TASK 1: Developing a plan for the management of customer contact for EcoJET Airways (i) Identify three EcoJET target markets and briefly explain why you have identified each as a target market. A target market for a particular business is a group of customers who have a common relationship with each other. Some of the commonalities shared by such customer groups include but not limited to sharing similar demographic characteristics, residing or working in the same location, using the product/service for the same reason among others. For EcoJET Airways, one of the target markets may be identified as the business class travellers class of customers mainly because these customers travel for the same reason as part of carrying out busin ess activities between the three cities of Sydney-Melbourne-Brisbane or they could be classified as a target market because of the fact that they travel business class as a specific product/service offered by EcoJET Airways. These business travellers may also be staying in any of the three states, therefore, qualifying as a target market for the airline by virtue of common place of residence. The Airline provides various services to clients in this particular market including bus shuttle service from airport to CBD, Business travel lounge facilities, Use of mobile phone in-flight, In-screen entertainment with live access to major financial and business pay television channels (Lecture 1, p.18). Another market segment for EcoJET Airways are groups of customers flying across the three states at the same hours mainly 9am arrivals and between 5pm and 7pm departures. This is a perfect market niche for the airline because the customers use the air travel services at common times of day or night perhaps as a consequence of their work schedules or dictated by the hours of business around the three cities. Customers from the regional markets outside the three major cities could be another class of customers, which EcoJET Airways is trying to reach through the cooperative arrangement with Rural Express. This is a potential target market because the customers are non-city dwellers who wish to travel to either of the cities to carry out personal business, shopping, or for other different reasons. One of the airline’s policies is to promote sustainable air travel through minimization of emissions. Customers who subscribe to this, thus accepting to pay a carbon offset fee, may be classified as a target market for the firm; as opposed to another category which does not subscribe to the policy. (ii) Question TWO a. Skills which would benefit EcoJET staff in identifying and satisfying customer needs and expectations In identifying customer needs and expectations, commun ication is key and proper planning for it should involve carrying out adequate research about customer requirements ahead of meeting them, products or services on offer to suit needs identified and preparation for questions and clarifications. One of the ways communication can take place between the customer and promoter of the product/service is through non-verbal communication that involves the use of body language such as facial expressions, gestures, hands/ body movements, different

Mark and Spencer Strategy Essay Example | Topics and Well Written Essays - 2250 words

Mark and Spencer Strategy - Essay Example According to the paper findings in order to get deeper understandings of the external factors affecting the company’s operations including trends and environmental issues. The PESTLE analysis is used to analyse the business market and establish the potential external issues affecting the business in the political, economic, social, technological, legal and environmental circles.From this essay it is clear the political set up in the business environment affects the consumers’ buying power and the regulations governing the entity. It is therefore important for Marks Spencer to take into account certain political issues before introducing a give business strategy. The company is based in the UK whose political environment is relatively stable. In addition to, the tax and labor systems in the country have been regarded as the most attractive in the developed world.  The UK economy is ranked as being the fourth largest in the world and it is viewed to be an open economy. It is further characterised by well managed fiscal and monetary policies with full financial government support and low inflation rates. The company should consider any short- term and long- term issues affecting its operations before implementing any strategy. The socio- cultural factors affecting entities differ across countries. Being an international company, Marks & Spencer has spread its operations across the globe. The management needs to address this issue by looking at some of the factors affecting the consumers’ attitudes, tastes and preferences in local and foreign markets.  ... In addition to, the tax and labor systems in the country have been regarded as the most attractive in the developed world.   Economic Factors The UK economy is ranked as being the fourth largest in the world and it is viewed to be an open economy. It is further characterised by well managed fiscal and monetary policies with full financial government support and low inflation rates. The company should consider any short- term and long- term issues affecting its operations before implementing any strategy (Left, 2001). The company is advised to invest more in the clothing industry as the young people are more likely to spend their disposable income on clothing. Social Factors The socio- cultural factors affecting entities differ across countries. Being an international company, Marks & Spencer has spread its operations across the globe (Rayner, 2008). The management needs to address this issue by looking at some of the factors affecting the consumers’ attitudes, tastes and pre ferences in local and foreign markets. Taking these aspects into consideration ensures that they meet the needs of the organisation. Technological Factors Technology is an important factor since it gives a company competitive advantage over its competitors in the global market. Marks & Spencer competitors are argued to be more developed in the application of technology (Rayner, 2008). This can be observed from the fact that the company introduced online shopping and loyalty cards after their major competitors. This can have an adverse impact on the entity’s competitive position and it’s a high time the company started using the latest technology in their sales and production process. Legal Factors The legal environment in the UK is favourable