Video case report Essay Example | Topics and Well Written Essays - 1000 words

Video case report - Essay physical exertionHowever on this day, to eachones amazement, calls, emails and letters started flooding in, with every customer expressing dissatisfaction on unhomogeneous areas much(prenominal) as product dissatisfactions, service delivery, the speed of the response and attention offered to the customers towards their complaints. The progenys were drastically affecting every vault of heaven within the firm, such as reduction on the sales, disruption on our production and dismissal of various workers. To provide a permanent solution, the firm had to put various factors in to account by pose out strategic measures to curb that occurrence ever repeating itself again. According to (Meredith 2010), a customer makes the air run and there is no particular firm that can chase away customers willingly simply the simple mistakes that various firms normally make, may be acts that result in chasing away customers in disguise. In every firm as many business p eople always put it, the customer is the mogul but maybe this is what our firm didnt establish or didnt have established. ... According to (Zairi 2000), Customers are the main purpose for running a firm, plus rather than them depending on the firm, the firm depends on them. This indicates the brilliance of a gentle attachment between the firm and the customers. For (Hansemark and Albinsson 2004), they defined satisfaction as overall customer attitude towards a service provider or the emotional reaction on what customers anticipate in relation to what they receive on their desired needs. According to (Anderson 2000), customer homage is actually the result of an organization creating an atmosphere conducive to customers becoming repeat shoppers so that they can maintain or gain sales. Customer loyalty can only be achieved by providing and delivering what the customers desire and expect. Also (Oliver 1997), termed customer loyalty as that deep commitment to re-purchase a certain pr eferred product or service systematically in the future despite changes or influences with possibility of causing a change in the merchandise behavior. Hokanson 1995), explains various factors that affect the level of customer satisfaction. This includes employees knowledge on the product, friendliness, courteous and helpful staff, competitive pricing, superb value of the product, billing clarity, timeliness and accuracy and quick service delivery. The most affected area as depicted in our firm by the dissatisfaction of the customers was on the profitability. According to (Hoyer 2001), satisfied customers provide the foundation of every successful business organization as it leads to repeat purchases and loyalty on the brands supplemented by a authoritative word of mouth. According to various researchers, dissatisfaction of customers leads to