The interactions of people with other companies and

This preview shows page 8 - 10 out of 48 pages.

The interactions of people with other companies and organizations have a major impact on their perceptions. Whether other businesses are in the same niche as yours, customers these days expect the same high level of great customer service from all businesses and organizations. Communicate Clearly and Honestly As noted, what they have read and maybe seen will have shaped the customer expectations. Since you have complete control over how you interact with your customers, the details you provide should be straightforward, reliable, accurate and truthful. Lack of clarity in communications was widely cited as a major issue that has a negative impact on customer experience. Make sure the information on your website is correct, that, reliable and always up-to-date. For your customers the language used on your website and in all correspondence must be relevant. Do not use technical jargon to bamboozle them. Commit them to using the right vocabulary and voice tone. Your communications on social media must be responsive and timely. What has to be stated is accurate, honest and positive. The promotion and advertising should not be misleading or dishonest. Any printed documentation, like brochures, pamphlets and flyers, must be precise, honest and clear. The organization's video and visual content must be compatible with other communications. Service agents and all personnel involved in direct customer communications must be adequately trained and qualified. The details they give must be compatible with other channels of communication and should be fitting in their style and manner. Let your clients know the length of time they have to wait. People are expecting almost immediate responses these days, but this isn't always possible, especially when dealing with a global client base. Clearly informing your customers how long they will have to wait can set their expectations effectively, and avoid discontent. Page 8 of 48
Image of page 8
Cultivate Loyalty Fostering customer loyalty benefits all companies greatly. Holding a current customer costs far less than creating a new one. So loyal customers can be particularly helpful in identifying so describing evolving standards of the customers. How E-Commerce used to improve business operations: I will analyze the case studies of the institution and study how to use e-commerce to improve an element of commercial operations, through a company that works in this same field and has a significant impact on retail trade and adopts the B2C strategy and is one of the first companies in Europe (Media Markt Company). More than 800 stores in 13 countries around the globe with sales floors of up to 8,000 square meters make MediaMarkt Europe's undisputed number one consumer electronics retailer. MediaMarkt has been synonymous with innovation for 40 years, uncompromising customer orientation and a broad range of customer and after-sales services.
Image of page 9
Image of page 10

You've reached the end of your free preview.

Want to read all 48 pages?

  • Fall '19

What students are saying

  • Left Quote Icon

    As a current student on this bumpy collegiate pathway, I stumbled upon Course Hero, where I can find study resources for nearly all my courses, get online help from tutors 24/7, and even share my old projects, papers, and lecture notes with other students.

    Student Picture

    Kiran Temple University Fox School of Business ‘17, Course Hero Intern

  • Left Quote Icon

    I cannot even describe how much Course Hero helped me this summer. It’s truly become something I can always rely on and help me. In the end, I was not only able to survive summer classes, but I was able to thrive thanks to Course Hero.

    Student Picture

    Dana University of Pennsylvania ‘17, Course Hero Intern

  • Left Quote Icon

    The ability to access any university’s resources through Course Hero proved invaluable in my case. I was behind on Tulane coursework and actually used UCLA’s materials to help me move forward and get everything together on time.

    Student Picture

    Jill Tulane University ‘16, Course Hero Intern

Stuck? We have tutors online 24/7 who can help you get unstuck.
A+ icon
Ask Expert Tutors You can ask You can ask You can ask (will expire )
Answers in as fast as 15 minutes
A+ icon
Ask Expert Tutors