Customer Loyalty Essays (Examples)
Study Document
Customer Service In The Telecoms Industry
The Telecoms Industry
In the study by Lai, Griffin and Babin (2009) entitled “How quality, value, image, and 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 … 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……
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
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
Nike S Colin Kaepernick Ad Campaign
…
The goals of Nike are to focus on innovation, sustainability, and form strategic partnerships that will enhance the brand and lead to brand loyalty among consumers (Nusser, Mahle & Pätzmann, 2015).
Company Policies/Values
Core values at Nike are: performance, authenticity, innovation and sustainability. Creating iconic brand campaigns aligns with … brand campaigns aligns with these values (Storey, 2019).
Corporate and Competitive Strategies
Nike’s competitive strategies focus on product differentiation, market niche, and building customer loyalty. Its corporate strategy focuses on diversification, international appeal, and developing partnerships.
External Analysis
Industry/Competition—Five Forces
Current Rivalry Opportunities
· Online sales represent a ……
References
References
About Nike. (2020). Retrieved from https://about.nike.com/
Bartash, J. (2020). Apple’s Covid-19 warning. Retrieved from https://www.marketwatch.com/story/how-much-will-covid-19-hurt-the-us-economy-its-anyones-guess-right-now-2020-02-12
Delventhal, S. (2019). Nike facing challenging dynamics. Retrieved from https://www.investopedia.com/news/nike-facing-challenging-dynamics-goldman-sachs/
Freberg, K., Graham, K., McGaughey, K., & Freberg, L. A. (2011). Who are the social media influencers? A study of public perceptions of personality. Public Relations Review, 37(1), 90-92.
Neikirk, T. (2019). Nike sales are again way up. Retrieved from https://hillreporter.com/nike-sales-are-again-way-up-following-conservative-boycott-40033
Nusser, S., Mahle, I., & Pätzmann, J. U. (2015). How Social Commerce Communication can support Brand Loyalty: An Analysis of Nike‘s Efforts in Facebook Community Management. Markenbrand, (4/2015), 48-57.
Oyedele, A. (2018). Nike surges. Retrieved from https://markets.businessinsider.com/news/stocks/nike-earnings-q4-2018-2018-6-1027328545
Storey, G. (2019). Nike and the importance of meaningful brand values. Retrieved from https://polpeo.com/nike-and-the-importance-of-meaningful-brand-values/
Study Document
Impact Of Agency Theory
...Customer loyalty Agency Theory
Agency theory refers to the relationship with the principle and the agent, where the principle delegates its financial decision making to the agent. In most cases, the agent is the owner/executive of the company while the principle is the shareholder. Challenging scenario arises as there are two distinct sets of interest which cause decision making problems. Due to this complex and intricate relationship, conflicts of interest arises sometimes where the agent puts his interest before the principle’s causing problems to the principle sometimes. This is known as Principle-Agency Problem. It has long affected the key decisions related to the firm where the agent and principle both have asymmetric interest, causing any one party to suffer at an extreme case.
To remove the problem, the theory states that the goals of managers and the shareholders should be aligned and certain frameworks and practices should be adopted to overlook the……
References
References
Demsetz, R. S. (1997). Agency Problems and Risk Taking at Banks.
Heath, J. (n.d.). Uses and Abuses of Agency Theory. Business Ethics Quarterly.
Kuypers, A. (2011). How is dealt with the agency problem and what is the role of the board of directors in it?
Lumen. (n.d.). Agency and Conflicts of Interests. Lumen. Retrieved from https://courses.lumenlearning.com/boundless-finance/chapter/agency-and-conflicts-of-interest/
Murray, I. (2016, September ). Wells Fargo and the Principle Agent Problem. Competitive Enterprise Institute.
Palia, D. (2007). “Agency Theory in Banking: An Empirical Analysis of Moral Hazard and the Agency Costs of Equity. Banks and Banks System.
Pennsylvania, W. U. (2017, August 08). Wells Fargo: What It Will Take to Clean Up the Mess. Wharton University of Pensylvannia.
Study Document
Bolman Deals Human Resource Frame And Disney
… access to company equity and many more have opportunities for training and education (Walt Disney.com, 2020). This level of investment not only creates loyalty, but it shows that the company invests in its people, leading the employees to invest back into the company.
Furthermore, Disney creates opportunities … amount of talent at its disposal, and each employee, especially those with a public-facing role, must be…[break]…position of making a decision regarding a customer experience, they are empowered to deliver the best experience possible. This empowerment lies at the heart of high morale among employees and cast … industries.
Recommendations
A huge part of Disney’s success lies with the company’s attention to the human element. Disney focuses on fostering strong employee loyalty and on empowering them to facilitate the company’s mission. This sense of purpose in turn creates high morale, and a willingness to go … empowered to deliver superior experiences.……
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
Logistical Support And Distribution Strategies
Logistical Support and Distribution Strategies
Distribution strategies refer to techniques of services/goods dissemination to end customer. Adoption of the ideal distribution technique for one’s organization forms the key when it comes to generating revenue and ensuring client loyalty. Several organizations opt for several distribution techniques to cater to diverse end-customer bases. Logistical aspects have always contributed strategically to the organizational business. Within the context of wholesalers and retailers, such organizations go beyond the … the areas of transportation and inventory management for including one among the most crucial components of organizational success—location relative to supply sources or end-customer markets. When it comes to producers, logistics is concerned with basic aspects like manufacturing unit location, customer service quality/standards, and raw material sourcing. Of late, business environmental evolution has coerced large as well as small corporations into focusing closely on … pricing, cannot easily be duplicated by rival firms (La Londe &……
References
References
Heskett, J. L. (1977). Logistics-essential to strategy. Harvard Business Review, 55(6), 85-96.
Jenkins, L. (2018). Distribution strategy | Cutting edge distribution strategies 2020. Software Selection Tool | Software Selection Management | SelectHub. https://www.selecthub.com/enterprise-resource-planning/cutting-edge-distribution-strategies/
La Londe, B. J., & Masters, J. M. (1994). Emerging logistics strategies. International journal of physical distribution & logistics management.
Li, X. (2014). Operations management of logistics and supply chain: Issues and directions. Discrete Dynamics in Nature and Society, 2014.
Ma, X., Yin, Y., & Liu, T. (2011, August). The simulation and optimizing of different distribution strategies for the distribution centre based on Flexsim. In 2011 IEEE International Conference on Automation and Logistics (ICAL) (pp. 201-204). IEEE.
Partida, B. (2017, November 14). The right distribution strategy affects logistics performance. Supply Chain Management Review. https://www.scmr.com/article/the_right_distribution_strategy_affects_logistics_performance
Study Document
McCain Foods Strategies
… to keep themselves up with the market. Marketing strategies are the core strategies that define how the product and service reaches to the customer. McCain foods comes under the highly competitive Food and Beverages Industry for which an effective marketing mix is employed making the company successful … its domain (Essays, 2018). The 4ps of the market; price, promotion, place and product, are the most effective tools to ensure the brand loyalty and customer retention. Marketing mix ensures overall effectiveness of the company’s strategies as they are the building blocks of marketing strategy
First and foremost, McCain … quality of food through its own potato seed development. This is again, another unique selling point for the company to increase their brand loyalty. The pricing strategy of the McCain Foods is in such a way that it supports customer centric approach where any one price model is not kept in……
References
References
(2019, September 17). Business Case Studies. Retrieved from https://businesscasestudies.co.uk/how-mccain-responds-to-changes-in-the-external-environment/#axzz2m8hClVBn
SLEPT Analysis of McCain Foods. (2015, April 03). PDF Slide. Retrieved from https://pdfslide.net/documents/slept-analysis-of-mccain-foods.html
Williamson, D. (2018, December 05). McCain Foods SWOT Analysis. Eassy 48. Retrieved from https://www.essay48.com/term-paper/13961-McCain-Foods-Swot-Analysis
Study Document
Starbucks Use Of Wireless Technology
In this world of technological advancement, companies are trying to gain competitive advantage through using unique ways of reaching out to the customer. Since wireless technology is everywhere, many companies have commercialized and expanded their business through it. Starbucks is one such company.
Starbuck uses GPS … business through it. Starbucks is one such company.
Starbuck uses GPS (Global Positioning System) in its Application to know the location of the customer on the basis of which it sends notification and music information to help select the customer their taste of music as this system provides accurate position, time and speed information through satellite.[footnoteRef:1] This has increased customer engagement and brand loyalty as the App offers other unique features too but the tracking of location and giving out customized packages within the area of the … as the App offers other unique features too but the tracking of location and giving……
References
References
Brewin, B. (2001, Jan 08). Starbucks takes wireless leap. Computer World .
Greenemeier, L. (2014, June 24). Starbucks to Offer Wireless Caffeine for Smartphones. Scientific American .
How Household Names Use GIS. (2019, October 9). USC Dornsife.
Torrington, M. (2016, April 12). Starbucks: A Case Study in Effective Mobile App Marketing. Digital Turbine.
Wheeler, C. (2014). Going BIG with GIS. Esri User Conference.
Study Document
Healthcare Marketing
… is well-known and familiar;
3) have a website that is easy to use, informative, intuitive, and friendly;
4) use marketing emails to keep customer informed and to raise health literacy in the community, such as the need for screenings for breast or prostate cancer.
Healthcare content marketing … a great method of attracting healthcare consumers, as it focuses on spreading valuable information to the consumer. By educating consumers about their health, customer can come to know what is important and why they should take care of their bodies and minds. They feel grateful to companies … Age is here). This means using a website and having a social media presence, developing lead generation when needed, identifying and targeting new customer and boosting consumer growth while simultaneously retaining existing customer, and enhancing brand loyalty.……
References
References
Arnold, D. G., & Oakley, J. L. (2013). The politics and strategy of industry self-regulation: the pharmaceutical industry's principles for ethical direct-to-consumer advertising as a deceptive blocking strategy. Journal of Health Politics, Policy and Law, 38(3), 505-544.
Blythe, J. (2009). Key Concepts in Marketing. Los Angeles: SAGE Publications Ltd.
Chand, S. (2019). Target Marketing: Four Generic Target Marketing Strategies. Retrieved from http://www.yourarticlelibrary.com/marketing/target-marketing-four-generic-target-marketing-strategies/13400
Dolliver, M. (2009). Take care when targeting the younger generations. Retrieved from https://www.adweek.com/digital/take-care-when-targeting-the younger generations-online-113643/
Goi, C. L. (2009). A review of marketing mix: 4Ps or more?. International journal of marketing studies, 1(1), 2.
Hartley, K. & Rudelius, W. (2001). Marketing, The Core, 4th Ed., McGraw-Hill.
Hawn, C. (2009). Take two aspirin and tweet me in the morning: how Twitter, Facebook, and other social media are reshaping health care. Health affairs, 28(2), 361-368.
Lane, T. (2019). Healthcare marketing laws. Retrieved from https://smallbusiness.chron.com/healthcare-marketing-laws-67307.html
Study Document
Fero Beauty
...Customer loyalty ABC Marketing Plan (FERO BEAUTY)
Introduction
The company in question is Fero Beauty. Fero Beauty is a boutique that sells the latest, fashionable and chic clothing, shoes, and accessories for women in the market. The company will be situated in Manhattan, New York City. Specifically, the product offerings will include shoes, accessories such as bracelets and earrings, and clothing for women such as dresses, jeans, and blouses.
In this section of the marketing plan, I will share the company’s pricing and distribution strategy, integrated marketing communications plan, public relations, sales promotion, and personal selling plan, competitive analysis, online and direct marketing plan, and social responsibility/cause-related marketing plan.
Pricing and Distribution Strategy
Pricing alludes to the practice of a business setting the price for retailing its products and services. Distribution channels encompass the course and path through which products move from production to end-user consumption. This section discusses the pricing and……
References
References
Al-Hadban, N., Hadeel, A. G., Al-Hassoun, T., & Hamdi, R. (2014). The Effectiveness of Facebook as a Marketing Tool (Saudi Arabia case study). International Journal of Management & Information Technology, 10(2), 1815-1827.
Andrews, J. C., & Shimp, T. A. (2017). Advertising, promotion, and other aspects of integrated marketing communications. Nelson Education.
Deepa, S., & Chitramani, P. (2015). CSR in retailing industry-a case of three retail stores. International Journal of Business and Administration Research Review, 3(9), 128.
Gould, M. (n.d). Pricing Strategies. Research Starters: Academic Topic Overviews.
Khan, S. (2018). Instagram as a marketing tool for luxury brand. International Journal of Management, Business, and Research, 8(2), 126.
Kotler, P., Armstrong, G., Ang, S. H., Leong, S. M., Tan, C. T., & Yau, O. (2009). Principles of marketing: A global perspective. Prentice-Hall.
Palma, A. P. (2016). Effectiveness of Facebook as a free marketing tool. University of Mindanao International Multidisciplinary Research Journal, 1(2), 21-26.
Smith, P. R., & Taylor, J. (2004). Marketing communications: an integrated approach. Kogan Page Publishers.
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