CASE STUDY.doc - CHAPTER 1 1 Give examples of needs wants...

This preview shows page 1 - 3 out of 23 pages.

CHAPTER 1: 1. Give examples of needs, wants, and demands of Chick-fil-A customers, differentiating these three concepts. - Definition of these concepts + examples (differentiate concepts) - Needs of Chick-fil-A: Customers need food and/or drink Customers want Chick-Fil-A (they choosing to buy their food ) They demand things like quality food or cleanliness - Sample: The need for a Chick-Fil-A client is food or Drinks. A want is characterized as something the progressions after some time and isn't important for endurance. A want is identified with a need. demand is characterized as something a customer is willing to pay for to fulfil a need or a want. So, the demand is quality food and cleanliness. 2. Describe Chick-fil-A in terms of the value it provides customers. How does Chick-fil-A engage customers? - Not only provide chicken, but it also provides customers with satisfaction and value. It makes more effort to satisfy customers and their needs. - Its limited menu includes original breaded chicken sandwich as the core of Chicken-fil-A. - It focuses on the customer service. All employees are trained to give smile to customers. In addition, they also give customers the fresh-cut flowers or ground pepper for salads. - It uses parents’ valet system to help those who have small children can buying foods without getting out of their car. - Retrieving dental appliances from dumpster and delivering the smart phones or wallets that customers left behind. By the time, they get inside they get inside, the foods are ready on the high chairs in place. 3. Evaluate Chick-fil-A's performance relative to customer expectations? - Chick-fil-A ‘s performance exceeds the customer expectations. Beyond the expectations, customers are welcomed by its employees (giving flowers, smile). - Chick-fil-A's presentation surpasses customers desires as portrayed in the customer experience audit on page 35. The customer talks about how benevolent her server Seth was and she says how stunned she was with the short amount of time it took for her and her daughter to get their meals. 4. Which of the five marketing management orientations best applies to Chick-fil-A?
- the marketing concept best applies because of their customer first approach 5. Can Chick-fil-A continue to provide exceptional customer service and sustain the level of growth it now enjoys? Why or why not? I accept that they can keep on giving incredible customer service and continue their development since they adhere to the standards which were established upon. This organization was established on the customer-first approach, and as long as they keep on concentrating on the client I figure they can extend to considerably more prominent levels. CHAPTER 2: 1. Is Facebook’ s mission statement market oriented? Explain. - Statement: “to give people the power to share and make the world more open and connected.” This statement is not market oriented. Facebook is not simply focusing on one particular market, instead, they would like to be as big as possible and reach as many people as possible (acquisition of Ins and Whatsapp).

  • Left Quote Icon

    Student Picture

  • Left Quote Icon

    Student Picture

  • Left Quote Icon

    Student Picture