Tag: Customer Focus

Developing long-term customer relationships

In recent years, rapid advances in technology have led to the growing importance of information and communications technologies (ICT). Information and communications technologies have provided the means for people and organisations to...

Customers, process and people

Customer service describes the activity of identifying and satisfying customer needs and, over time, exceeding customer expectations. This case study focuses on how Standard Life has extended its marketing mix beyond the...

Building sound customer relationships

Royal & SunAlliance is one of the world’s major insurers, with operations in around 50 countries it carries out business in over 130 countries. The company looks to meet the needs of...

Building a local retail strategy

In the 21st century, consumers really do matter and businesses that wish to prosper must address their needs. This case study illustrates the high level of modern forms of customer service by...

Responding to changing customer requirements: the drive towards Wellness

Governments, keen to ensure that people are looking after their health in order to ease the burden on public health services, are also reinforcing these messages. As a result, many people are...

Types of customer

Organisations will often set up different structures to deal with different sets of customers. This is because they will often give some groups more time and attention than others. An obvious example...

Measuring customer satisfaction

Customer satisfaction refers to the extent to which customers are happy with the products and services provided by a business. Customer satisfaction levels can be measured using survey techniques and questionnaires. Gaining...

Customers needs

Customer needs Customers are people who buy products and services from other people (usually companies of one sort or another). What customers think, and feel about a company and/or its products is a...

Establishing customer needs

Customers are people who buy products and services from other people (usually companies of one sort or another). What customers think, and feel about a company and/or its products is a key...

Why customers are important

Business studies learning resources Learn business studies theory online with our extensive revision pages, download free case studies from real world companies and associated lesson materials and worksheets for teachers and students. Marketing ▶ Theory for...

Customers and their expectations

Customers are people who buy products and services from other people (usually companies of one sort or another). What customers think and feel about a company and/or its products is a key...

Needs and wants

A distinction is frequently made between needs and wants. Our needs make up our survival kit while our wants are the desires we have for non-essentials such as cars, electronics, holidays and...

A focus on customer service

Over recent years many changes have taken place in traditional service organisations. There have been many reasons for these changes. Some have been brought about by increasing customer choice, different consumption patterns,...

Applying the personal touch to financial services

The Co-operative Insurance Society (CIS) operates in one of the most dynamic and complex markets in the world. Insurance is one of the UKÕs major industries with an estimated 700 businesses providing...

Developing customer focus

 Introduction In the business world of the 1990s organisations cannot afford to remain still. Only 32 of the top 100 of Britain’s biggest industrial companies on The Times list in 1965 could still...
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