Introduction
The way people communicate with each other is changing during the last years.
The Telecommunication industry has become very important for the business since the technology mark his way broadly (Chong et al., 2007). Thought the year’s technology has made enormous steps and has facilitated the development of peoples’ life style. More and more people are interested to stay connected with families, relatives and also with their business. As the television and the radio has developed the telephone has also make his way and welcome mobile phone connection. Nevertheless the need for fixed phone connection for some homes and businesses cannot be ignored. Customer needs and wants are important to know and salvage because by knowing what customers want, efforts can be made to keep customer more and more satisfied. By the other hand, changes can take place within company. For instance, in 1999, Benetton (the big Italian clothing store) came up with a new diversification plan for the store (Bridges, 1991). In chapter one of the book Managing Transitions, Making the Most of Change, Bridges (1991) claims that opposite to transition (physical), change is a situational aspect. When talking about change people worry more about the results of what that change will produce then on the transition process itself (Bridges, 1991, chap.1).
According to the Service & Market Manager of Fixed Services, M. Hernandez (personal communication, 15 March 2010): “Based on agreements with the Bureau Telecommunications & Post and the Minister of Traffic and Transportation, United Telecommunication Services (UTS) has introduced since December 1st, 2009 a monthly fee for telephone subscription with the amount of ANG 25,- per telephone line (Basic ...
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Books
Bridges, W., (1991). Managing Transitions, Making the Most of Change. 2003 by
William Bridges and Associates, Inc.
Zikmund, W.G., (2003). Business Research Methods. United States of America:
Thompson Learning South-Western.
Hair, J.F., Babin, B., Money, A.H. and Samouel, P., (2003) Essentials of Business
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Websites:
www.uts.an
Appendix
High levels of customer satisfaction will not guarantee future sales, but are more likely to result in repeat future sales than indifferent or poor customer service. Moreover, satisfied customers are more likely to try out other products/services in the firm’s range, or recommend it to friends and family. Build on customer loyalty Customer loyalty is valued highly by most businesses and can be
According to Business Studies ‘’Customer service is one of the most important ingredients of the marketing mix for products and services. High quality customer service helps to create customer loyalty. Customers today are not only interested in the product they are being offered but all the additional elements of service that they receive from the greeting they receive when they enter a retail outlet, to the refund and help that they receive when they have a complaint about a faulty product that they have paid for’’ (Business Studies, n.d).
Some factors that have contributed to the change of economy are through the quantity of jobs, the increase of diversity, and the increase of women in the workplace.4. Some causes of the changes in business environments over the decades have been the changes in values and technological differences.5. A company's culture has a great effect when it comes to the role of a successful business environment. Customers like to feel comfortable when shopping so a company would have to adjust to certain types of individuals that they would expect to shop around in their stores.6. Human resources hires and fires employees for the culture of the company. This process is done by screening the application of the applicant and screening the applicant itself.7. Quality Inn time play are two factors related to a customer being satisfied or dissatisfied by organizations deliverables or products.8. When organizations select the delivery method for product of services they get the best approach to take from the customers of course.9. The six key components of a customer service environment are the customer, the organizational culture, human resources, product and deliverables, delivery system, and services.10. Many organizations are changing to learning or organizations to become more observative customers and potential
In today’s telecommunication market there is a lot of competition by industry giants such as Sprint, MCI, and AOL, but simultaneously the very high cost involved with entering and competing in this industry also makes it very unattractive for new entrants. These are just some of the big names who are planning to and are presently providing parts of the pipe dream that AT&T seems to seek. In this industry it is very important to have customer awareness of the line of products you carry. Most of the public hears the name AT&T or Sprint or MCI and they think telephone bills but many consumers do not realize that these companies have expanded their field of services from cellular phones to wireless web services. The reason mainly being the lack of marketing, and direct consumer advertising provided by these firms on the other line of p...
In a competitive environment where market is changing instantly, organizations are in a fix to design a strategy that could market their products enticing the consumers to buy their products and services. Market is the arena for business gladiators who fight out for maximum share and profitability and this is possible only through effective marketing strategy. Competing in present economy means finding ways to break out of commodity status to meet customers’ needs better than competing firms (Ferrell and Hartline, 2010). The intensity of competition has increased after the introduction of media and internet where the companies present their product in the best way through advertisements, product reviews, blog entries, etc. With the advancement in technological innovations, companies have found various ways of providing services to the consumers in a cheaper and effective way and this has resulted in communication revolution in late 1990’s as the cellular technology was unfold in most of the regions. Singtel Optus Pty Limited (Optus) is one such company that has evolved during this period as a leader in integrated communications and this paper is assumed to make an analysis of the company’s marketing strategy and its financial position in the market industry.
Change process is very crucial for the organization to stay competitive in the market according to (Todnam, 2005). New technologies are emerging, the consumer habits are changing dynamically, and many new developments are taking place. Thus, the organizations have to continuously change so that they may be able to obtain cost effectiveness advantages by adopting these new technologies, increase their market share by being responsive to changing customer habits and be able to grab new opportunities by staying abreast about the new developments that are taking place. Many theories have been proposed for managers so that they may be able to manage the change process.
Changing situations throughout the world affect all organizations in business today. Therefore, most organizations acknowledge the need to experience change and transformation in order to survive. The key challenges companies face are due to the advancements in technology, the social environment caused by globalization, the pace of competition, and the demands regarding customer expectations. It is difficult to overcome the obstacles involved with change despite all the articles, books, and publications devoted to the topic. People are naturally resistant to fundamental changes and often intimidated by the process; the old traditional patterns and methods are no longer effective.
Massive change is impacting on all facets of society, creating new dimensions and great uncertainty. Instant communication, super small high-tech equipments, the globalization movement, the deadly terrorist attacks in the U.S., the emerging of foreign investments in China nation are all the changing dimensions of the world. These are few of the changes which have occurred around last two decades. The issue facing people in business today is how to manage such changes.
Telecommunications gained mainstream attention in the early 90’s; however the initial key market was business men and women, who used their phones whilst being on the move and so allowing them to communicate with their companies with ease. Though in the modern era, telecommunication went through segmentation in the market trends, and now in this day and age it would be difficult to find someone who does not own some form of mobile technology. Many phone providers battle to provide the best service for their customers (Figure 1).
Cell phone manufacturers and service providers are at the core of the cell phone industry. These corporations are integral from their research and development endeavors to interactions with the consumer and the marketing of new products. The companies that control such factors of cellular phones are very numerous, so it is difficult to address all the cell phone manufacturers and service providers. However, we have focused largely on only the most significant cellular companies namely in the U.S. marketplace, although many have global ties. Collectively, companies around the world have the same goals in mind – to create desirable cutting-edge technology and to increase consumer satisfaction with hopes of generating sales, and thus profits.
The changes in the technological can influence many part of societies. When the AT&T Company introduce their new product and services which is wireless and wire line technology will effects occur primarily through the new products, processes, and materials. Thus, changes in technological also often can achieve higher market share and earn higher return because, newly emerging technology from AT&T could derive competitive advantages. For example, internet today becoming more remarkable capability to provide information easily, quickly, effectively, and also can create more value for customer in the future and to anticipate future trends.
The Service Management Excellence is not a short term phenomenon. It provides principles and techniques that will endure in the long run. Excellent service is not a yoke; it is imbedded in the way exceptional organizations ...
For example, the first change that takes place in Tiger stores is a material possession change which is the items being sold to customers which is an exchange of possession of the goods involved. This can be seen in the quote ‘doesn’t sell large items, only things that can be carried away.’ Wilson, A. (2013). Furthermore, another transformation that takes place within Tiger stores is a psychological customer change, this is essentially staff providing customer service which is show in the quote ‘offer a pleasant experience. Wilson, A. (2013). Wilson, A. (2013) states that Tiger’s customers are ‘impulse shoppers’ and that they ‘come in for a look around but end up filling their baskets’. This shows another change that takes place within Tiger stores which is a customer location change as customers are moving around the store, browsing for items they need/want. One transformation change that doesn’t take place within a physical store is an information location change, this is the research that looks at other potential locations for new stores. Wilson, A. (2013) states that location is ‘critical to success’ as Tiger need a ‘high volume of people to buy low cost goods’ in order to be successful and make a profit, therefore location is
In every business offered by any organizations, it is very important to ensure that the customers will always satisfied with services provided. People nowadays are looking for the new technologies, new markets, new ideas and also new inventions. Thus the organization must always keep up with the current changes in demand to ensure that their services are still relevant to the customers. The changes of demand also called as an evolution and to achieve these, the organizations are advised to have a process that we called as “Business Transformation” (“Business Transformation: The Importance of Change,” 2014).
switching behaviour. Literature reveals about the factors of switching cost, better customer care services, networking coverage, advertising , etc for switching behaviour of customers. The researchers identify the problem of industry that if one firm gains then other must be losing a customer. Number of network providers are increasing calling for an intense competition. Empowerment of technology has led to growth of mobile industry more economical.