MODULE 7
CUSTOMER VALUE MANAGEMENT
* All questions in Module 7:-
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1. Write down the overall process of the customer value management in the Organization/ Store. like, customer segmentation in the Store, details of the loyalty programme, service quality management, grievance handling and service recovery etc.Share your experience of interaction with the customers in the Store. How difficult or interesting experience was that?
2. List down the loyalty programmes that are practiced in the Store.
3. Analyse service quality management system of the Store.
ANSWER:-
My experience of interaction with the customers in the store was in some tips behind that are:-
1) Email
2) Phone
3) Live Chat
4) Social Media
5) Web Page
6) Live Video
7) In-Person
8) Snail Mail
A customer sees an advertisement for your brand on social media and comment on it.
A customer sees store signage that details feature of a specific product or service.
A customer signs up for your email newsletter to receive weekly updates and promotions.
A customer goes to one of your company events.
No, it is not a different but an interesting experience was that because and I do my work with my heart and soul with lot of hardwork with taken interest in the things or in customer.
2. List down the loyalty programmes that are practiced in the Store.
ANSWER:-
1) DSW (Designer Shoe Warehouse)
2) Sephora Beauty Insider
3) Starbucks Rewards
4) Trate<3 Rewards
5) Amazon Prime
6) The North Face
7) TOMS One for One
8) Plenti Rewards
9) REI Co-Op
10) Apple
3. Analyse service quality management system of the Store.
ANSWER:-
The process of service managing the quality of services delivered to a customer according to his expectations is called service quality management.
Its basically assesses how well a service has been given, so as to improve its quality in the future, identify problems and correct them to increase customer satisfaction.
