Servicing The Retail Customer & Customer Relationship Management

Servicing the Retail Customer, Customer Relationship Management, etc

1. Servicing The Retail Customer K. Tejaswi 188925

2. Customer Service Loyalty program or Return Policy? Interaction with customers in person or tele-communication, mail or automated process. Operational productivity and customer satisfaction. Customer satisfaction and Customer service.

3. Service Triangle Three elements revolving around the customer. Interplay among the elements

4. Importance of Service in Retail Keeping Customer Measure what matters Biz as Customer point of View Customer as Heart of Business Relationship Vibrant Service Recovery Customer satisfaction to profit Manage Quality Interlocking efforts for keeping customers

5. Principles of Distinctive Service Identify key customers- Listen and respond to them Define superior service and establish a service strategy Set standards and measure performance Select, train and empower employees to work of customer Recognize and reward accomplishment

6. Service Quality- A Conceptual Model

7. Customer Relationship Management Tool for servicing the customer Collection information, aligning and remodeling organizational strategy to meet the customer’s demands.

8. Customer Relationship Management in Retail Benefits to customer by enabling Tailored Range Consistent experience Enhanced service One to one Relationship Customer defined Value

9. “Like most retailers, we don’t know exactly where we will land at the end of it but our curiosity and willingness to create will be a guide for us.” – Jesper Brodin , CEO, Ikea