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Customer service importance
Customer service importance
Customer service importance
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Nowadays we have a huge variety of goods, products, and services in the market. To choose a good product sometimes can be very hard because all the advertisements and promises of good quality are not always true. Sometimes we all can be the victims of the bad service, quality, and false promises by representatives of businesses. I have experienced this in my own life. I was assured of a good quality for a product. In reality it was not as good as promised by the sales person.
Last summer I was shopping for a gift for a friend of mine. I went to the Gucci store in Beverly Hills on Rodeo Dr. As I entered the Gucci store I didn’t get any help. There weren’t any workers available. Finally a lady asked me if I needed help. She helped me with the gift for my friend. We found a very beautiful purse. I purchased the purse and when I was about to leave the sales person recommended that I check one more purse for myself which they just received. She was showing me the purse and explaining all the best sides of it, the quality, and perfection.
Originally I wasn’t going to buy anything for myself, and also knew that the sales person can advertise their products the best way they can. That day she motivated me to buy the purse for myself that was worth one thousand dollars. It was an expensive purse but very unique. The salesperson assured me that I could trust the Gucci quality, and I would be happy with my choice. She told me that I would never regret this purchase. I ended up purchasing the second purse for myself.
After two months the handle broke. The quality of the purse was not as good as the sales representative assured me. I worse that purse only four times within this period, and I couldn’t believe my eyes that the purse with the value of one thousand dollars could be broken. I was very angry because I did trust the salesperson, and bought the purse. I certainly thought that because Gucci products were expensive they had great quality.
I felt very bad for spending so much money for the bad quality and false promises. I lost my money and had to waste my time to go to the store again.
Cynthia Rose, NY is run solely out of New York City. They are a business which runs all operations with a “one stop shopping” feel. When a client comes into the showroom not only can they view and shop the collection, they can also see all fabrics that are in-house as options for their garment, be measured to insure a perfect fit, and meet with Cynthia and the assistant designer to discuss any alterations they might want done. As a luxury designer, it is very important for Cynthia Rose to meet the needs of the customer and make sure that they feel they are making a purchase that is worth while. When a customer is spending $1,000 or more on a garment they need to feel like they are purchasing the perfect piece. This is a very strong attribute of Cynthia Rose, NY. Cynthia and her...
Their website is clear that the handbags are copies or replica of the original and the prices are 10 times less the original ones.
With the current market conditions, it is “immensely” vital to be able to make the right decisions while managing a much precious resource “our money’. Thousands of sellers/suppliers are solely focusing their marketing and sales efforts to be everywhere a person goes, and mainly online through social media. Wants which were never thought of are emerging and new products and services are available at a glance every second, and thus, “informed decisions” are a must. Through social media, consumers are now tempted to desire products and services they do not need, but they can hardly resist that because it is simply there every time they scroll down their news feed of their Instagram or
Consumer Insight – ‘I have little time to spare to take care of myself as I am constantly busy, juggling work and family life. When I find time for myself I like to spend a little bit more money and time using products that will make me look and feel good’
In today’s marketplace the experience that a customer encounters whilst purchasing a product can be as important as the functionality of that product. Modern consumers are more savvy about products, marketing and required levels of customer service. It would be assumed that the product is functionally sound and has the appropriate desirability. Therefore, the critical factor in satisfying a consumer is the purchase and post purchase experience.
In the South Korean Gucci website “Bamboo Shoopper” bag costed from approximately ₩2,665,000. (Gucci 2012 q). Gucci South Korea used to announce the “Bamboo Shopper” bag Facebook Gucci Korea. (Facebook Gucci Korea 2013a).In the South Korean Gucci website “Gucci Icon new Bamboo” bag started from approximately ₩ 2,965,000 - ₩ 3,805,000 according to its style and collection Gucci (2012 i). Gucci South Korea used to announce the “Gucci Icon new Bamboo” bag not only in Facebook Gucci Korea web site but also from their own South Korean Gucci web site. (Facebook Gucci Korea 2013b), (Gucci 2012 s).Starting from the year 2011, mobile, tablet applications and internet has been the main channels which enable Gucci to effectively reach their consumers. (Euromonitor International 2013 g).Fashion shows which are important to display what is the last trend of the brands is in a close cooperation with the PR department because PR has to build different stories and inform public related with the brand. According to the information available in (Pricewaterhouse Coopers Accountants N.V. 2004), “for the 2003 year Gucci’s growth in their long term revenue and growth was depended on a quality fashion shows and a collaboration with the PR department” (Pricewaterhouse Coopers Accountants N.V. 2004:26).Fashion shows for each season is an effective way to take the attention again for the related consumer of the brand.
Take an example, when we buy groceries in the wet market. As a buyer, we want things that are cheap along the quality. The seller wants to get...
We claim that it is the customer's entire experience with us that determines his or her declaration of satisfaction. We say that this experience is not objective at all but totally subjective. It is the customer's call. That call is based upon the customer's perception of the experience. This perception is his/her interpretation of the value received played back against his expectations.
To effectively sell a product or service, organizations have to really know how customers behave, regarding to what they buy. The study
Oftentimes when we walk by an aisle looking for a bottle of dish soap or a box of cookies, we are given two options – a generic option that costs $4.49 and a brand name option that costs $6.39. The only difference between the two may just be its physical attributes. However, as consumers, we are often unaware of the possible similarities and often opt for the known brand name product. These decisions often reflect consumers’ perceptions of a product’s quality and in turn, affect their purchase behavior. With the rising question of whether consumers’ perceptions of product quality differ from measures of objective quality, companies are growing increasingly interested in developing and changing their marketing strategies. With the available options today, consumers may perceive two products with similar, if not the same claims, differently, and thus will affect their purchase behavior.
With the growing trend of outsourcing manufacturing processes to emerging economies, brands are facing an increasing growth of counterfeit goods. These goods attempt to imitate luxury brands, which in the long run erode the value and the reputation of the brands (Staake et al. 2009). Consequently, counterfeits are becoming a growing concern for status, prestige and luxury brands.
The negative messages are not only affecting the consumers’ behaviour but also the brands and the products, for example, an online complaint comment can damage the company’s reputation (Chang & Wu, 2014). Kim, Seo & Schrier (2014) stated that dissatisfied consumers are more motivated to share their experience so the negative messages are more than the positive one. Online shoppers are affected heavily by the negative messages as they are more informative and diagnostic (Chang & Wu, 2014), however, the consumers might consider the negative messages as the intentional attack to the company because the bias, hence affect the credibility of the message (Kim, Seo & Schrier,
... good especially when on a hundred dollar budget and eighty dollars was spent on an unmentionable, and then I find something I’ve been looking for only to find out I could no longer afford it. Deal hunting is always welcomed in the fashion world it’s like cheating the system and we all know haw that old saying goes. “If you aren’t cheating you aren’t trying.”
Walking down the street, I was enjoying my weekend at the shopping center trying to find some outfits to prepare for the chilly weather in Pennsylvania. I saw two men talked vivaciously outside the coffee shop and a college student passed by me with fast food in his hand. The bus stopped in front of me before I entered the nearest store. Someone, who gestured me to go through, held the door for me as an act of social niceties. As soon as I walked into the store, the sale associate greeted me with a big smile. Learning from bad experiences, I was always on my guard against store employees because it upsets me when they approach me with bland interaction. I was very impressed when the sale associate put great effort into finding the clothes I want and engage me in a friendly and stress free environment...
A service encounter is defined as a moment when a customer interacts with a service or product for the first time. It is the customer’s actual interaction with a service company. It is identified as a key component of the current agenda for service marketers. More than half of the world’s multinational corporations employ in providing services, thus the scrutiny of service encounters is becoming increasingly significant. Research evidence indicates that customers generally compare their expectations with the performance of service industries and they are influenced by the quality of service they receive. The scope of this essay is to discuss about the view that customers don’t buy products they focus on solutions and also about the consumer’s behaviour pattern regarding services provided. Further, it will be noted how businesses are trying to improve the service quality to attract customers leading to an increase in the economic competitiveness.