Customer loyalty is very important to any company. Consumer devotion is what keeps small businesses a float. For small mom and pop shops, customer loyalty keeps their customers from going to major superstores, which have a bigger supply often for less. The growing popularity of internet shopping has made customer loyalty more important now than ever. Internet giants such as Amazon and Walmart are making it harder for customers to pass up shopping online. Increased technology has also sped up delivery time. Instead of having to go out and shop at their local stores that might not even have the items they are looking to buy, customers are able to just click a button and get any item they want within days; in some cases even hours. Customer satisfaction …show more content…
Several years ago I got a gaming headset at Best Buy, as well as their warranty. Over the years I have broken my headset several times, from dropping it, as well as hardware problems. This would be a major problem for me if Best Buy did not have such an amazing warranty policy. Every time I broke my headset I got the same one, brand new for free. Even after a few years when they stopped selling the headset I used, they upgraded me to a better set. Just two weeks ago my headset cord had snapped. Just like every other time over the years, I returned it with no problems. Best Buy will be the store I go to for my technical needs because they address customer concerns easily and seem to care about the …show more content…
It happened when I was ordering my books for this semester. I ordered my books through the COTC bookstore. When I called to check on the status of my books, I was told they would be at the Knox campus on Tuesday. However, when Tuesday came, they were not at the mobile bookstore. Again I called the bookstore I was advised the books would be available Thursday at Newark. Since I had projects due on Sunday, I was going to be forced to drive an hour away to Newark. Luckily, I called ahead of time to make sure that the books were there. Unfortunately, my books were not at the bookstore and would not be available until the end of the following week. This was obviously a major problem, as I had assignments due in three days. Luckily, Amazon had what I needed. But I was forced to pay to overnight ship these books, so that I would receive them in time. Because I was wrongfully told about the date to when my books would arrive, I was forced to do the weeks’ worth of school in two days. This was a very unfortunate experience I had with the bookstore. So I can be confident that my books will arrive in time, the bookstore will no longer be my first choice in the future. This problem could have been avoided, if they were able to tell me that my books would not arrive within the needed time. The third person I spoke with advised the information was on the sticker on the shelf. This information could also have been made available online.
the Case Study "Best Buy Co., Inc.: Sustainable Customer Centricity Model?", Case 22, starting on page 22-1,
In a recent study that was conducted the rate of individuals attending college has increased. This increase in students comes at a time when the country has been described as being in a recession. With job losses, companies closing and lack of job availability many people are returning to school. This return to the classroom comes at a cost. The rate of college tuition has risen in the last few years. In my home state of Kentucky, it appears both of the major Universities have asked to raise tuition every other year. When college cost rise so does the tools needed to attend college. One of the most expensive tools is books. Last year I enrolled my son in college when calculating the books for his classes, we soon learned that the cost of his books and the cost of my books were almost on month’s salary. My family soon learned if we were going to be able to not only attend college but have the necessary tools needed, we would have to consider alternatives to buying books. I did some research and soon discovered that technology had again come to the rescue. I found a company called Chegg that is an online book rental company. This company provides students with an alternative to buying books by renting them for a portion of the price. According to their article in CrunchBase named “Chegg edit” the company began at Iowa University in 2005 as a “hyper-local” classified directory. It was not until 2007 that the company introduced their textbook rental service. When looking at the company from an Information Systems standpoint I would say it ranks up there with the creative ideas of the century. You go online type in your order and it is processed within a matter of days. During the next portion of this paper we will loo...
Additionally, brand equity, the company’s reputation, and Best Buy’s internet presence and website are also valuable intangible resources. In fact, the article mentioned that Best Buy has the 11th largest e-commerce website worldwide. Best Buy’s core competency lies within the company’s focus towards “customer-centricity attained thorough the in-depth data analysis and systematic customer segmentation.” To restate that, Best Buy differentiates themselves from their competition by providing expert advice and service at prices that compete with competition.
missed opportunity that must be addressed in schools and libraries (2014, p. 181). Palfrey and
With the passion for the latest and greatest technological knowledge, and the charisma and devotion towards the youth, Best Buy is sure to continue on the high road to success. Best Buy will be changing and advancing to accommodate the ever-changing field of technology. They are truly a testament to upholding and exceeding their vision statement of “meeting the customer at the intersection of technology and life” (FAQ).
...university needs to stop requiring packaged materials and should move away from textbooks that require one-time access codes. Also, they can reuse textbooks for several semesters because the core information remains the same from edition to edition, eliminating the need to constantly replace the stock with every new edition. Students would be held responsible for the condition of their assigned book, and will also be given the option of keeping it at the end of the semester. In either case, the school has options in place to recover the cost of the textbook should a student destroy or decide to keep a specific book. By implementing such a program, students at the University of Delaware will be less inclined to resort to illegal measures to save money, and they will certainly be less likely to incur even more debt as the cost of college tuition continues to rise.
One interesting aspect of B2C marketing, however, is that many companies have realized the importance of loyalty. Amazon, Best Buy, and Staples combine merchandising and education to keep customers coming back. Add great customer service, and you get a winning combination.
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
In conclusion, America provides many ways to help reduce the cost of college textbooks but society is still not satisfied with the outcome. The Open Textbook, Affordable Textbook Act, and book store rentals are wonderful programs, but has its disadvantages that hopefully would be resolved in the 2016 presidential elections. The statistics show that many students across the nation benefit from learning with quality of teaching, the amount of accessibility it provides without having to worry about paying off student loans. School administrations should consider about transferring to an act that would benefit both the school and the students, but also provide more equality to the publishers and students.
Close to the Customer: Customer satisfaction is very important throughout all the roles that the business plays. Many companies forget about their customers, whereas successful companies have an obsession with their customers. Excellent product quality and reliability will make a satisfied customer. Great service will keep the customer coming back.
First, many of the students were startled and were started to say, “This is stupid!” and one girl even exclaimed, “Do they want us to hate reading!” Some of the students were plotting ways on how to sneak fiction books to class while others were shocked. Next, Mr Anderson explained how all of the fiction books would be removed from the library and the classrooms. This made the
With technology progressing from drones fulfilling shipments to electronic books becoming cheaper, major companies such as Apple and Amazon have had a big impact on not only the tech industry but the publishing industry as well. Companies are outputting resources like IBook’s and the Kindle bookstore to take full advantage of the transition to digital publishing. As a result of this we have greener, more budget friendly books, and outdated traditional copies of text. With the introduction to these resources it is making the lives of students and the mass market more convenient. Students are now able to purchase books on one device that won’t weigh their bags down on a daily basis. Companies have created bookstores that can be accessed from devices that we use every day, resulting in paperless copies of books that are substantially cheaper than the traditional hard copy. E-books are replacing physical books and textbooks rapidly, and as a result they are becoming more widely and readily available for students.
During the past few years, the publishing and reading world has been facing a veritable digital book onslaught. E-books have been outselling print books on Amazon since 2011 (Polanka, 7). While digital book sales skyrocketed, print book sales, especially those of mass marked paperbacks, diminished. Even the fact that e-books are not much cheaper than print books does not seem to interfere with the former’s popularity. It would seem that the age of print books is about to end, and quite soon.
Customer Relationships is about building a relationship of trust and convenience. A customer wants the company they are working with to be intuitive. To know their needs before they do. They want to feel respected, they need to believe you are honest and have integrity. This relationship breeds comfort and familiarity and causes the consumer to continue to do business with your company. This relationship that is built develops a personal relationship, like a friendship and it is one that the consumer cannot get from the store down the road and it is that personal touch of sincerity, of knowing their needs, of servitude that will turn them into lifelong branded customers.
There are many description and theory of customer loyalty. We should research and compare which theory is suitable for our business.