Discussion two
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School
Nairobi Institute Of Business Studies *
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Course
102
Subject
Information Systems
Date
Nov 24, 2024
Type
docx
Pages
3
Uploaded by MasterBoulderKouprey30
Discussion two
What factors influence customer value, satisfaction, and loyalty?
Customer values, satisfaction, and loyalty are critical in determining an organization's success.
To do this, the firm must provide exceptional customer service, quality, consistency, and
predictability in order to build trust in its products. Customers are constantly looking for the
company's products to ensure what they are getting and the product's ability to match their
expectations, the value the products bring forth, and whether they can generate value for money
when considering the company's products. As a result, when customers are satisfied and loyal, it
demonstrates the company's commitment to meeting customer requests.
What are some methods for measuring customer satisfaction and engagement?
The customer engagement and Satisfactions can be measures using;
1.
Comment cards
2.
formal surveys
3.
analyzing returns
4.
focus groups
5.
targeted marketing interaction
6.
social market research are methods for assessing customer satisfaction and engagement.
What is the importance of commitments to building customer
relationships?
The customer relationship is critical to the success of any organization. It demonstrates that the
company intends to continue providing services to customers that meet their expectations,
ensuring that the company builds a more profitable company because a strong relationship can
result in a high loyal customer base on a strong reputation and create more sales on the services
or products they deal in.
Part 2
People are moving from heavily crowded cities to suburbs and small towns, which has a greater
influence on Home Depot, Lowe's, and Menards. As a result of COVID-19, an investment in the
sustainability of people working from home was made. For example, the Corona virus has been
shown to cause a range of lifestyle modifications. Homes have been converted into offices and
classrooms where people can work and learn at any time. Thus, the convenience of our densely
crowded cities is trending, and people are getting more interested in house remodeling as they
spend more money at home and spend more money on home activities. As a result, it is apparent
that more money is being spent on home repair and do-it-yourself projects. This trend has
favored their ability to increase sales and earnings.
2/
The help of minority and women-owned small businesses suffering from pandemic is one of the
benefits taken by Lowe corporation to increase its focus on making a difference in the world. For
example, the article shows that Steins in early June, Lowe opened its first round of $25 million
grand application in regard to local initiative assistance corporations to help in the provision and
aid to minority and women-led small businesses owing to the coronavirus epidemic.
3/
Ace Hardware performed the segmentation, which emphasizes one-on-one connection with
customers and shop personnel to ensure that every customer has the best possible experience.
4/
The influence of customer satisfaction is essential in improving customer value satisfaction and
loyalty. Ace Hardware was able to provide the highest level of customer service and support with
a variety of high-quality products while keeping the options limited to avoid overwhelming
customers with too many options.
5/
Ace Hardware continues to establish client relationships by giving honest reliability and
equipping personnel with knowledge in a small space that allows them to be exceptional at
customer service and managing customers with the highest respect they deserve. This is
accomplished by meeting their needs in a timely manner and treating them with dignity.
Employees are always trained to pay attention to customers as they shop.
6/
Customers are dealt with in real life by customer contact specialists. This group of employees
serves as the company's public face. They converse with consumers and even interact with them
face to face about the offers in the stores, where the things they require can be found, and how
they can improve the customer experience. That is, even if the product is not in the store, it is
critical that the staff provide a solution, that they know where the product can be found and make
it available to the consumer to guarantee that they are satisfied at all times..
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