HP's Desire to Focus on Customers 1) The case mentions several times HP’s desire to be more customer focused. In your view, what does it mean to be customer focused in the PC business? According to the case, what has HP done in its PC business to become more customer focused? Have they achieved this objective? Justify your response. Simply stated, to be customer focused is to "know the facts" about the client. By doing so, you will not only see the client's needs and business objectives from their point of view, but you will also learn about their unexpressed and/or future needs. In particular, in the PC business is to know what features are more important for them: price, brand, speed, mobility, reliability, and so on; and then make your product fit those characteristics. According to the case, some steps that HP has done to become more customer focused are: • Create the Customer Solutions Group, a sales force empowered to sell the entire portfolio of HP products and services. • The creation of “Operation OneVoice” (2002) in order to align the company to customer focused metrics: loyalty measures, brand awareness and changes in market share. • Creating 3 mainly customer segments with different marketing strategies: (a) Enterprise, (b) Small Business and (c) Consumer. • Centralized marketing strategy with certain decision making power at lower structural levels. • The conception of special programs to enhance the customer focus of HP’s employees, such as “Total Customer Experience and Quality” (2004). The key features were: Employee Training, Listening to the Customer, Metrics and Rewards. All of them aligned to help the customers have a better experience with HP products and services. • Focus on satisfaction levels, given customer’s desire about price and branding. • Voice of customer program , and “Carly Hotline” We believe that the actions taken by HP helped them to become a more customer focused company than they were before. They managed to relate to their customers in different ways depending on the business sector they are located. Bottom line, these actions gave them in 2004 a number one ranking in customer satisfaction index for Intel servers and IT services. 2) Ms. Carly Fiorina wanted HP to be a unique combination of high tech, low price, and superior customer experience. Visit the HP website as well as of one of its key competitors and configure a custom PC. Based on your visits, do you agree that HP has achieved the above combination in its online PC business?
The first step is to (1) determine which kinds of customers exist, then (2) select which ones we are best off trying to serve and, finally, (3) implement our segmentation by optimizing our products/services for that segment and communicating that we have made the choice to distinguish ourselves that way (Consumer Psychologist, n.d.). •
In conclusion, throughout this paper we have read that Targets main goal is to provide their customers with quality products and services that will not only meet their needs but exceed those needs as well. Through the research we have not only learned that that this goal has been met but that Target despite meeting this goal has continued to do what they can to continued meeting this goal, over and over again, exceeding it each and every time not only to meet their expectations but to continuously meet the needs of the customers. Always keeping them satisfied as well as keeping them returning each and every time they have a need because they know that Target will have what they need when it’s needed.
...e company’s competitiveness. Satisfied customers can help a business gain more customers through word of mouth. Ensuring excellent and consistent service and products will help the business perform better. Tim’s must embrace technology in its human resource management, bookkeeping, as well as its Marketing activities. This will improve efficiency, and reduce man hours considerably. Tim should consider investing more money into the business to allow him expand on product offering, which will help attract new customers.
First, customer centricity is important to channel customer centricity into their company strategy. It will get the whole workforce on track. Next, the collection should keep their customer data up-to-date. They would benefit from building a stable foundation by bringing all of their current customer contacts. The brand should also save all documents including minutes-of-meetings, emails, offers, contracts, and every payment transaction. Then, the company should establish healthy customer relationships based on their customer profile. It is always important to follow-up on customers and to make sure they stay satisfied with the merchandise. Finally, it is all about the customer. Their response is very important. It is viable to surprise and impress their customers, as well as plan and implement multi-phase marketing campaigns(CAS
Comcast Corporation is a company that specializes in cable networking and high speed internet access for residential and commercial customers. “Comcast Creates More Than 5,500 New Jobs as Part of Multi-Year Customer Experience Transformation” (Comcast.com, 2015). I spent a total of three years working for them in a call center atmosphere before relocating my family. This job was one of my most memorable and enjoyable mainly because they followed the management practices which allowed everyone to function efficiently. Nominally “The primary function for most call centers, also known as ‘inbound’ call centers, is to receive telephone calls initiated by customers. Inbound call centers typically spend 60–80% of their budget on staff members who handle phone calls” (der Horst, et al., 2012, 435). My days were spent with between eight to twelve hours a day attached to a desk and phone system monitoring all aspects of job performance. Comcast “today announced a new, multi-year plan to reinvent the customer experience and to create a culture focused on exceeding customers’ expectations, at all levels of the company. The plan centers on looking at every decision through a customer lens and making measureable changes and improvements across the company” ...
Without good customer service and keeping your promises, your company would have loyal customers. According to 5 Focusing Steps, “If you’re not yet sold on the idea, consider that a 2 percent increase in customer retention has the same effect as decreasing costs by 10 percent. Not only that, but it costs over six times more to get a new customer than it does to keep one.” Customer satisfaction should be a golden rule of all companies.
Growing sales through service: TP came up with new methods to satisfy customers. Furthermore, employees got trained on acting in customers favour.
Terrell, E. (n.d.). Market Segmentation. (Business Reference Services, Library of Congress). Retrieved April 6, 2014, from http://www.loc.gov/rr/business/marketing/
Every organization uses different business strategies in order to remain in business. Some adopt customer- centric strategies; some uses strategies to maximize their profit. For a long time, many organizations have made quality as their selling point.
Over the past few years, the increasing dynamism and competition in the business operating environment has led to a lot of changes in how the companies conduct themselves with respect to its customers. Customers being the focal point of revenue; manufacturers are increasingly taking interest in being focused on customer satisfaction by delivering the products and services on time.
-Customers: The company felt the importance of being customer-centric and innovate by adapting to customer
We are in the midst of a revolution in business. Some call it a customer revolution, others a quality revolution, others a service revolution. Organizations are attempting to obtain increased customer satisfaction by focusing on the quality of their products and the service provided. This movement toward quality has produced significant benefits but just like other business fads, joining and adopting the religion does not insure that the real objective of producing customer satisfaction will be obtained.
In writing the business plan, I determined our target market and our marketing strategy to gain a share of the market. I also had t...
In other words, their purchasing power is more focused on their need, health, and efficiency and cost effective. It is with this in mind, this writer would say that there lies a possibility for a company to cater to both its best interest and that of the consumer conjointly. Without customers, there would not be any company; therefore, a secure partnership between the company and customers would be more beneficial for both parties, in that the customers would be loyal to the company based on if they feel valued and if their needs are being met by the company. The company can foster this partnership by building a strong customer relationship management – where they have a customer-centric model in which they learn ways to enhance their product and service through feedback received from the customers. Here, both interests of the company and the customer will be
When organization always provide high-quality products and good services, customer will create their satisfaction and increased customer loyalty.