Customer Experience Essays (Examples)
Study Document
Customer Persona For Filshie Clip System
Executive Summary
This is a report providing detailed description of Filshie Clip System’s customer persona based on the selected target market. The creation of this persona was based on a comprehensive analysis of the target market and … women who are of childbearing age are the ideal target market for this stylish and effective method of contraception. We have established that customer in the target market are differentiated based on demographic factors, personal histories and expectations. These women are interested in a reversible contraception method … critical toward enhancing the ability of the firm to reach the target market and obtain overall profitability. In this report, we will describe customer persona in detail and provide marketing mix recommendations with respect to the identified target market.
Background
Femcare is best known for manufacturing and … personas in order to ensure that product manufacturing and distribution efforts enhance focus on the ideal……
References
References
Antoun, L., Smith, P., Gupta, J. K., & Clark, T. J 2017. The feasibility, safety, and effectiveness of hysteroscopic sterilization compared with laparoscopic sterilization. American journal of obstetrics and gynecology, vol. 217, no. 5, pp.e571-570. e576.
Beerthuizen, R 2010. State-of-the-art of non-hormonal methods of contraception: V. Female sterilisation. The European Journal of Contraception & Reproductive Health Care, vol. 15, no. 2, pp.124-135.
De Toni, D., Milan, G.S., Saciloto, E.B., & Larentis, F 2017. Pricing strategies and levels and their impact on corporate profitability. Revista de Administracao, vol. 52, no. 2, pp.120-133.
Duran, A 2018. Sink or swim: how to create buyer personas to ensure marketing success. Forbes. Viewed 20 August 2019,
Griffin, A, Noble, CH, Durmusoglu, SS, Luchs, MI, & Swan, S 2015. ‘Chapter 3 Personas: powerful tools for designers’, in Design Thinking : New Product Development Essentials from the PDMA, John Wiley & Sons, Incorporated, Hoboken.
Johnson, S., Pion, C. & Jennings, V 2013. Current methods and attitudes of women towards contraception in Europe and America. Reproductive Health, vol. 10, no. 7, pp.1-9.
Kotler, P., & Keller, K. L. (2015). Marketing Management, Global Edition. Pearson Education Limited: Boston, MA.
Magrath, A.J 1986. When Marketing Services, 4Ps are not enough. Business Horizons, pp.4450.
Study Document
Customer Service In The Telecoms Industry
… satisfaction create loyalty at a Chinese telecom,” the researchers used an integrative model to assess the relationship between multiple variables related to consumers’ experience of telecoms in China. The researchers conducted a survey of 118 Chinese telecommunications customer and found that service quality has a direct impact on value perception. Value and customer satisfaction, moreover, were found to determine the extent to which the customer would be loyal to the firm. Corporate image perceptions were also found to impact customer satisfaction. The researchers were able to conclude that customer satisfaction and service quality do make a substantial difference in determining whether customer will be retained or not.
Kim, Park and Jeong (2004) examined how a Korean telecommunications company focused on retaining customer in their article entitled “The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services.” The researchers found that customer satisfaction played……
References
References
Angelova, B., & Zekiri, J. (2011). Measuring customer satisfaction with service quality using American Customer Satisfaction Model (ACSI Model). International journal of academic research in business and social sciences, 1(3), 232. Retrieved from http://hrmars.com/admin/pics/381.pdf
Boohene, R., & Agyapong, G. K. (2011). Analysis of the antecedents of customer loyalty of telecommunication industry in Ghana: The case of Vodafone (Ghana). International Business Research, 4(1), 229-240. Retrieved from http://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.662.3208&rep=rep1&type=pdf
Chu, P. Y., Lee, G. Y., & Chao, Y. (2012). Service quality, customer satisfaction, customer trust, and loyalty in an e-banking context. Social Behavior and Personality: an international journal, 40(8), 1271-1283.
Lai, F., Griffin, M., & Babin, B. J. (2009). How quality, value, image, and satisfaction create loyalty at a Chinese telecom. Journal of business research, 62(10), 980-986. Retrieved from shorturl.at/BMTY7
Lee, H. S. (2013). Major moderators influencing the relationships of service quality, customer satisfaction and customer loyalty. Asian Social Science, 9(2), 1. Retrieved from http://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.428.6730&rep=rep1&type=pdf
Liu, C. T., Guo, Y. M., & Lee, C. H. (2011). The effects of relationship quality and switching barriers on customer loyalty. International Journal of Information Management, 31(1), 71-79.
Khatibi, A. A., Ismail, H., & Thyagarajan, V. (2002). What drives customer loyalty: An analysis from the telecommunications industry. Journal of Targeting, Measurement and Analysis for Marketing, 11(1), 34-44. Retrieved from https://link.springer.com/content/pdf/10.1057/palgrave.jt.5740065.pdf
Kim, M. K., Park, M. C., & Jeong, D. H. (2004). The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services. Telecommunications policy, 28(2), 145-159. Retrieved from shorturl.at/imDEX
Study Document
Childrens Amusement Park
… and education so that the foods, snacks and beverages are wholesome but consumer-friendly cost-wise and so that there is always a fun, educational experience to be had in the learning zone of the Park. The third step is to create great and long-lasting relationships with families so … patronize the Park, buy annual passes, and get their friends to join.
The core competencies needed for this plan to succeed are excellent customer service and people skills so that customer always feel valued and that they are getting good value for their money. Marketers must also understand the target segment and be able … be used to ensure competitive advantage by keeping inventory costs down, converting basic entertainment concepts and materials into blockbuster sales, and enhancing the customer experience by incorporating feedback into the delivery plan.
The overview of this plan is as follows. First, the situation analysis will be……
References
References
Andzulis, J. M., Panagopoulos, N. G., & Rapp, A. (2012). A review of social media and implications for the sales process. Journal of Personal Selling & Sales Management, 32(3), 305-316.
Appelbaum, S. H., Habashy, S., Malo, J. L., & Shafiq, H. (2012). Back to the future: revisiting Kotter's 1996 change model. Journal of Management Development, 31(8), 764-782.
Chyi, H. I. (2005). Willingness to pay for online news: An empirical study on the viability of the subscription model. Journal of Media Economics, 18(2), 131-142.
Douglas, E. (2019). Houston economy to grow bigger, slower than other Texas cities: analysis. Retrieved from https://www.houstonchronicle.com/business/economy/article/Houston-economy-to-grow-bigger-slower-than-other 13903941.php#targetText=The%20Austin%20metro%20area%2C%20which,pace%2C%20according%20to%20the%20projections.
Frederick, S., Novemsky, N., Wang, J., Dhar, R., & Nowlis, S. (2009). Opportunity cost neglect. Journal of Consumer Research, 36(4), 553-561.
Lin, C. F. (2002). Segmenting customer brand preference: demographic or psychographic. Journal of Product & Brand Management, 11(4), 249-268.
Mangold, W. G., & Faulds, D. J. (2009). Social media: The new hybrid element of the promotion mix. Business horizons, 52(4), 357-365.
Teece, D. J. (2010). Business models, business strategy and innovation. Long range planning, 43(2-3), 172-194.
Study Document
Quality Improvement Plan
Justification
The department would want to reduce customer complaints from the current 7% to at least 1%. For the department to achieve this goal, there is a need to have a … is a need to have a quality improvement plan that will analyze the services offered by the department from the viewpoint of the customer. The service department must establish the root cause of the customer complaints and institute measures that are aimed at reducing complaints. By focusing on what is truly value-add to the customer, the department can manage to come up with meaningful and innovative outputs that will be suitable to the customer. Using the COPIS model, the department can transform the process by focusing on what the customer would be delighted with (Brown, 2019). This way the department will then consider the new outputs that may be more effective in reaching … this goal. The quality……
References
References
Brown, C. (2019). Why and how to employ the SIPOC model. Journal of business continuity & emergency planning, 12(3), 198-210.
Carvalho, M. S., Magalhaes, D. S., Varela, M. L., Sa, J. O., & Gonçalves, I. (2016). Definition of a collaborative working model to the logistics area using design for Six Sigma. International Journal of Quality & Reliability Management, 33(4), 465-475.
Shojaie, A. A., Raissi, S., & Dogahe, R. A. (2016). Impact analysis of TQM\\\\\\'s hard aspects on sigma level in electronics and telecommunication production process. International Journal of Productivity and Quality Management, 18(4), 425-439.
Study Document
Bolman Deals Human Resource Frame And Disney
… one of the best companies to work for. The essential strategy of Disney is that they company requires its employees to create amazing experience for guests and consumers. In order to do this, the employees themselves must be inspired, and committed to delivering those types of experience. The human resources frame can be utilized to explain how Disney is able to inspire 200,000 employees to deliver amazing experience.
Human Resources Frame
Bolman and Deal describe the four frames by which to analyze an organization. The human resources frame places “emphasis on … specifically choose Disney. Because of this, the company receives a higher standard of worker, ones more likely to create the types of magical experience that Disney sells to the general public. This is important – someone who wishes to get into the entertainment field will naturally gravitate … with a number of other companies in its industries.……
References
References
BLS (2020). The employment situation – January 2020. Bureau of Labor Statistics. Retrieved March 2, 2020 from https://www.bls.gov/news.release/pdf/empsit.pdf
Bricker, J. (2020) Disney World investing millions on cast morale. Disney Tourist Blog Retrieved March 2, 2020 from https://www.disneytouristblog.com/disney-world-investing-millions-cast-morale/
Business Balls (2020) Four frame model – Bolman and Deal. Business Balls. Retrieved March 2, 2020 from https://www.businessballs.com/leadership-models/four-frame-model-bolman-and-deal/
Forbes (2018) World’s best employers. Forbes. Retrieved March 2, 2020 from https://www.forbes.com/companies/walt-disney/?list=world-best-employers/#394d24715730
Jones, B. (2018) How Disney empowers its employees to deliver exceptional customer service. Harvard Business Review. Retrieved March 2, 2020 from https://hbr.org/sponsored/2018/02/how-disney-empowers-its-employees-to-deliver-exceptional-customer-service
McLeod, S. (2011) Bolman & Deal frameworks. Big Think. Retrieved March 2, 2020 from https://bigthink.com/bolman-deal-frameworks
Sammer, J. (2019) 5 takeaways from Disney’s tuition benefits. SRHM.org. Retrieved March 2, 2020 from https://www.shrm.org/resourcesandtools/hr-topics/benefits/pages/5-takeaways-from-disney-tuition-benefits-approach.aspx
Walt Disney Company (2020) website, various pages. Retrieved March 2, 2020 from https://thewaltdisneycompany.com/forbes-ranks-disney-among-worlds-best-employers-for-2018/
Study Document
Operations Management And Business Strategy
… day (Sherman, 2018). The participants of this survey were adults, and children are not part of the target demographic. Most of the company’s customer on are the B2B side. They are usually men, middle aged, and white. They may or may not have a formal education, as ……
References
References
Aburto, L. & Weber, R. (2005) Improved supply chain management based on hybrid demand forecasts. Applied Soft Computing. Retrieved June 13, 2019 from https://s3.amazonaws.com/academia.edu.documents/30284637/demand_forecast_in_a_supermarket_using_a_hybrid_intelligent_system.pdf
CT Magazine (2012) Coffee packaging freshness. Coffee Talk Magazine. Retrieved June 13, 2019 from https://coffeetalk.com/ctmagazine/10-2012/3926/
Del Valle, G. (2019) Wholesale coffee is cheaper than it has been in years. That’s not good news. Vox. Retrieved June 13, 2019 from https://www.vox.com/the-goods/2019/4/25/18512680/coffee-futures-price-dropping-brazil-currency
Garza, E. & Hoffman, M. (2019) How climate change is killing coffee. Knowledge @ Wharton. Retrieved June 13, 2019 from https://knowledge.wharton.upenn.edu/article/coffee-climate-change/
Khan, O. & Creazza, A. (2005) The impact of product design on the supply chain. Chartered Institute of Logistics and Transport Retrieved June 13, 2019 from https://www.researchgate.net/publication/265492088_The_Impact_of_Product_Design_on_the_Supply_Chain_The_Impact_of_Product_Design_on_the_Supply_Chain
Manetti, G. & Becatti, L. (2009). Assurance services for sustainability reports: Standards and empirical evidence. Journal of Business Ethics. Vol. 87 (2009) 289-298.
Mersie, A. (2019) Coffee prices seen rising 25% by year end. Reuters Retrieved June 13, 2019 from https://www.reuters.com/article/us-global-coffee-poll/coffee-prices-seen-rising-nearly-25-percent-by-year-end-reuters-poll-idUSKCN1Q11JD
Mordor Intelligence (2017) United States coffee market – growth, trends and forecasts. Mordor Intelligence Retrieved June 13, 2019 from https://www.mordorintelligence.com/industry-reports/united-states-coffee-market
Study Document
Supply Chain Management In Ethiopia
...Customer experience Article Review: Manufacturing Focused Supply Chain Integration
Introduction
The article by Georgise, Thoben and Seifert (2014) entitled “Supply Chain Integration in the Manufacturing Firms in Developing Country: An Ethiopian Case Study” was published in 2014 in the Journal of Industrial Engineering. It shows how supply chain integration can enhance value creation and what challenges manufacturing firms in developing countries face when attempting to implement supply chain integration. This paper will summarize the article, connect lessons in the article with lessons in class, provide my perspective on the article—i.e., what I learned that was new to me, what was interesting, and whether it changed any of my preconceived ideas.
Summary
Georgise et al. (2014) point that in developing countries, the supply chain of manufacturing firms is often fragmented and difficult to integrate. Both inter- and intra-organization is needed to fully integrate the supply chain. Specifically, the authors look at the challenges……
References
References
Afshan, N. (2013, December). The performance outcomes of dimensions of supply chain integration: A conceptual framework. Business: Theory and Practice, 14(4), 323.
Georgise, F. B., Thoben, K. D., & Seifert, M. (2014). Supply chain integration in the manufacturing firms in developing country: An Ethiopian case study. Journal of Industrial Engineering, 2014.
Prensky, M. (2001). Digital natives, digital immigrants part 1. On the horizon, 9(5), 1-6.
Spiess, J., T'Joens, Y., Dragnea, R., Spencer, P., & Philippart, L. (2014). Using big data to improve customer experience and business performance. Bell labs technical journal, 18(4), 3-17.
Study Document
Data Security Using RFID Bands At Music Festivals
… would be one simple tap, and buying would be done in a cashless manner.
There are chances that industry revenues increase with improved customer experience as time reduction and standing in line are eliminated from all the processes at the event and integration of social media activities with ……
References
References
Event Tribe. (n.a.). The top 10 benefits of using RFID for events. Retrieved from https://www.eventbrite.com/blog/academy/the-top-10-benefits-of-using-rfid-for-events/
ID&C. (n.a.). How to RFID wristbands work? Retrieved from https://www.idcband.com/blog/how-do-rfid-wristbands-work/
Kacicki, T. (2019, July 15). 4 commonly overlooked facts about RFID wristbands. Intellitix. Retrieved from https://intellitix.com/hub/four-commonly-overlooked-facts-rfid
OECD. (2008). OECD policy guideline on RFID. https://www.oecd.org/sti/ieconomy/40892347.pdf
Quirk, R.E. & Borrello, S.J. (2005). RFID: Rapid deployment and regulatory challenges. Retrieved from https://www.pharmamanufacturing.com/assets/Media/MediaManager/VenableRFIDpaper.pdf?SESSID=62935cf41f5a19909f5bb3ae3a598490
Williamson, A., Tsay, L., Kateeb, I.A. & Burton, L. (2013). Solutions for RFID smart tagged card security vulnerabilities. AASRI Procedia, 4, 282-287. DOI: 10.1016/j.aasri.2013.10.042
Study Document
Papa Johns Strategic Analysis
… help get drive-by and walk-by traffic, and allow delivery drivers to arrive quickly. For any major chain, the ability to replicate a consistent experience across franchises is an essential component of supporting the brand. Thousands of pizza restaurants come and go each year as a result of … as a result of failing to deliver on these critical success factors. Others include affordability, the quality of the pizza, and the overall customer experience (McCormick, 2018).
Political and legal forces are relatively minimal on the pizza business, as most ingredients are sourced domestically. Tax policy can affect … who believe in the brand, and 5000 stores with which to bring this new product messaging to the market.
The company has already experience a major crisis event, but should still anticipate some sort of economic downturn. While Papa John’s fared well during the last downturn, it ……
References
References
Halzack, S. (2018) Papa John’s just went from bad to worse. BNN Bloomberg. Retrieved April 7, 2019 from https://www.bnnbloomberg.com/papa-john-s-just-went-from-bad-to-worse-1.1120265
IBIS World (2019) Pizza restaurants industry in the US. IBIS World. Retrieved April 7, 2019 from https://www.ibisworld.com/industry-trends/specialized-market-research-reports/consumer-goods-services/food-service-drinking-places/pizza-restaurants.html
Kenton, W. (2019) Porter’s 5 forces. Investopedia. Retrieved April 7, 2019 from https://www.investopedia.com/terms/p/porter.asp
McCormick, M. (2018) Key success factors in a pizza business. Houston Chronicle. Retrieved April 7, 2019 from https://smallbusiness.chron.com/key-success-factors-pizza-business-2788.html
Navellier, L. (2009) Papa John’s – how to beat the recession with pizza. NASDAQ. Retrieved April 7, 2019 from https://www.nasdaq.com/personal-finance/papa-johns-PZZA.stm
Papa John’s Form 10-K 2018. Retrieved April 7, 2019 from https://ir.papajohns.com/static-files/2977c391-0218-4bac-8eb2-dcabd4561cfe
Papa John’s website, various pages. (2019) Retrieved April 7, 2019 from https://www.papajohns.com/company/about-papa-johns.html
QSR (2018) The QSR Top 50. QSR Magazine. Retrieved April 7, 2019 from https://www.qsrmagazine.com/content/qsr50-2018-top-50-chart
Study Document
McDonalds Quality And Improving Operations
Quality and Improving Operations
McDonalds Corporation is the leading fast-food restaurant across the globe. Since inception the company has experience tremendous growth and profitability due to its adoption of sound business philosophies and practices. McDonalds has become a symbol of globalization given its … effective operation function. The company has streamlined its operation function from obtaining raw materials to production to distribution of food items/products to its customer. McDonalds Corporation has established a relatively effective operations management framework that helps in handling all its functional areas. In relation to the Operations … share and position, this company still faces stiff competition from other rivals in the market. Throughout its operations, McDonalds Corporation focuses on excellent customer service, response to competition, and utilizing suitable techniques to enhance growth and development (Keller, 2017). As part of providing excellent customer service and ensuring customer satisfaction, McDonalds emphasizes quality as part of its operations……
References
References
Crom, S. (n.d.). Managing for Continuous and Breakthrough Improvement. Retrieved June 13, 2019, from https://www.isixsigma.com/implementation/basics/managing-continuous-and-breakthrough-improvement/
Hill, A. & Hill, T. (2011). Essential operations management. New York, NY: Macmillan International Higher Education.
Hu, W. & Xie, Y. (2013, April 28). Comparative Study of McDonald’s and Kentucky Fried Chicken (KFC) Development in China. Retrieved June 13, 2019, from https://pdfs.semanticscholar.org/ab1d/769d45deb5a0e03d147a04cb27fff30e6ae6.pdf
Ka-Sing, L. (2019, May). Guiding Principles a Recipe for Success. South China Morning Post. Retrieved June 13, 2019, from https://www.scmp.com/article/1006977/guiding-principles-recipe-success
Keller, C.R. (2017, September 1). How McDonald’s Became the Leader in the Fast Food Industry. Retrieved June 13, 2019, from https://profitworks.ca/hidden-blog/541-how-mcdonald-s-became-a-leader-in-fast-food-industry.html
Mulholland, B. (2018, April 6). What Continuous Improvement Is (and How to Use It). Retrieved June 13, 2019, from https://www.process.st/continuous-improvement/
Nanyang Consultancy. (2016, January). McDonalds – Charting McDonalds Way Forward. Retrieved June 13, 2019, from https://mbacasecomp.com/wp-content/uploads/2016/01/Nanyang_Mcdonalds_Final2.pdf
Team, T. (2015, October 8). Why is it Important for McDonald’s to Focus on Quality? Forbes. Retrieved June 13, 2019, from https://www.forbes.com/sites/greatspeculations/2015/10/08/why-is-it-important-for-mcdonalds-to-focus-on-quality/#1da4aebe2488
Improve your studying and writing skills
We have over 150,000+ study documents to help you.
Sign Up for FREE
