Blog 10
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School
Miami Dade College, Miami *
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Course
2233
Subject
Information Systems
Date
Apr 3, 2024
Type
docx
Pages
2
Uploaded by KidGorillaPerson1750
Blog 10
1.
For each of the concerns expressed by Jill's customers in the case, explain an alternative means for handling the concern.
With Rick’s missing items, Jill should acknowledge the oversight, apologize, and fix the situation as quickly as possible. Rick was missing items and Jill, despite not having the time to fix the situation, should’ve made sure to make the situation better. She could expedited the missing items or offered a discount for future orders or even offer a refund for the whole order. Regarding Kim’s late delivery, positive communication is crucial to acquainting great customer service. Jill could’ve assessed the situation by providing any updates on her delivery status and explain why there was any delays. She could’ve offered her faster shipping options or compensation for the inconvenience. And for Sarah’s concern about
promised training, Jill should’ve planned ahead of what her commitments were or made sure to make the promised training a job to get done as well. She could’ve asked a trusted colleague to preserve the trust-based relationship without damaging any credibility. 2.
What are the potential long-term implications of how Jill is handling her current customers?
The long-term implications of how Jill handled her current customers
could result to customer loss, reputation damage, and revenue impact. Ignoring customer issues or breaking promises can lead to customers taking their business elsewhere, as Sarah from Cosmetics Unlimited suggested. Word-of-mouth and industry reputation can suffer, which can be particularly damaging in tight-
knit industry circles. Long-term revenue can be negatively impacted
due to a decline in customer retention and the potential loss of new sales from referrals.
3.
What types of activities can Jill do after acquiring an account to enhance customer value and ensure long-term customer relationships? After acquiring an account to enhance customer value and ensure long-term customer relationships she should establish regular communication, customized solutions, value-added services, loyalty
programs, responsive support. Jill should establish regular check-ins
with clients to update them on new products, industry trends, and to gather feedback. Offering tailored promotions or products that suit the specific needs of each client can add value and
demonstrate Jill’s investment in the partnership. Providing additional services such as staff training, merchandising advice, or market analysis can distinguish Jill’s offerings from competitors and deepen customer engagement. Implementing a rewards or loyalty program for frequent buyers can encourage repeat business and show appreciation for their loyalty. Ensuring that a customer service
team is accessible, knowledgeable, and empowered to solve problems quickly can build trust and satisfaction. Jill's role is critical in not just acquiring, but also nurturing customer relationships to build a reliable, growing client base that feels valued and understood.
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