Response To the customers we try to communicate our benefits in the best

Response to the customers we try to communicate our

This preview shows page 48 - 51 out of 60 pages.

Response: To the customers we try to communicate our benefits in the best possible way. We try to send out the image of our company as a hassle free taxation firm which aims at giving customers every possible tax benefit. We try to show our service is more valuable and reasonable in terms of prices than any other firm. Inference Ranging from simple returns , semi complex and complex returns H&R Block try to communicate and deliver all the functional as well as non-functional benefits. Functional benefits includes all the features and attributes of the process as well as the tax benefits one can get. While non functional benefits include the best experience customer gets, the brand name „H&R BLOCK‟. Points of Parity (the key success factors/ the hygiene factors) Easy return filing- hassle free. Advisor assisted process. Feedback calls made at the end. Points of Difference Own software-Intax
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If a mistake is done by any of the advisor, penalty is paid by the company as well as the return is filled free of cost. In person assisstance. Build trust and a relationship over the time. The marketing concept: Customer-centered, sense and respond philosophy. They believe in finding the right products for your customers. With the idea of satisfying the needs of the customer by means of the product and the whole cluster of things associated with creating, delivering and finally consuming it. Penetration Pricing strategy: Slightly lower than competitor. One price higher than the competitor or other is less than or equal to competitor. There are different services offered by H&R Block at different prices, when they initially entered the market there were already tax consulting and ITR filing firms so the H&R Block had to keep their prices slightly lower than their competitors. Initially many services were offered free of cost. Still some services are free of cost but they have increased their prices for many others. Q5. What is your way of working? Response: I believe if people are given some space to work according to their preferred style, is the best way to get the work done. Encouraging people to do something is a tough job and allotting them the area to work in which they are actually good, make it easier. Leisure is equally important to balance the work life and personal life, I prefer to go out with my colleagues once in a while to have fun, know them better and build a connect. I do not follow a particular way. Initially at the grass root level I want to make the base stronger. Hence we provide the necessary trainings and mentoring sessions for the employees from time to time. Q6. What strategy do you follow behind goal setting? Response: We generally have load of work during the tax season. That is the time for which we need to start planning in advance. We see our internal resources that we have
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and then anticipate the future need by forecasting. For example, as many people are required during the tax season to do the work, we start hiring MBA interns and other CA pursuing people on the contract basis by forecasting the requirement.
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  • Fall '17
  • Mahvish ali

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