Putting the case scenario into consideration, Aquis Credit Card Company, whose objective is to improve customers’ satisfaction by 20% by the end of 2014, should start to increase their profitability by building their customers satisfaction and conducting customer survey to measure customer‘s satisfaction:
a. Build customer satisfaction by meeting their expectations: the basic requirement for Aquis Credit Card Company to stay in business is to meet the expectations of its customers so that they will have no complaints. They are just satisfied at this level, customer loyalty does not exist. If a rival company shows that it can offer more quality goods or cheaper services to meet customers’ expectations better than Aquis Credit Card Company, their customers will all of a sudden become ex-customers. Furthermore, if Aquis Credit Card Company fails to meet the expectations of its customers just once, they will leave and give their customer loyalty to another company who will do it for them (Tracy, 2001-2015).
b. Delight your customers:, Aquis Credit Card Company could achieve their objectives by giving their customers a high level of customer service that will exceed their expectations that will make them happy. Customers are delighted when their needs are met or even exceeded. Once customers liked the first experience, Aquis Credit Card Company will gain customer royalty and it will be hard for competitors to interfere to their business with Aquis Credit Card Company. If Aquis Card Company is able to make their customers happy, then they are on their way to building an exceptional highly profitable business. The more the team members of Aquis Card delight their customers, the greater success they will enjoy in their business (Tracy, 2001-2015). c. Listening and learning: effectively listening to customers would help Aquis Credit Card company boost up their profitability. For instance, Aquis Credit Card Company by having a daily interaction with their customers by listening, taking notes or repeating back what their customer told them, observe their customers’ body language and providing them with clear and concise communication would help Aquis Company to achieve their objective in improving customers’ satisfaction (Caron_Beesley, 2013). d. …show more content…
Facilitating feedback: finding a way of keeping in touch and show their customers that they are willing to listen and eager to keep the lines of communication open where there is no reason for face-to-face communication is another effective way Aquis Credit Card Company could achieve their objective by improving customers’ satisfaction. For example, customers should be followed up after sale either by social media or by handing out in-store or post -sale surveys to know what they would like see from Aquis Company’s customer service and to prove to them that they want to hear from them. Asking for customers’ feedback and using the information obtained could help to improve customers’ satisfaction in Aquis Company (Caron_Beesley, 2013). e. Exceed Customers’ expectations: for Aquis Credit Card Company to reach higher level of customer satisfaction that will amaze their customers, the team members should be ready to work beyond their expectations. They should friendly, fast and have a good customer service skills coupled with phone call to assure that everything is alright with their customers. This level of customer satisfaction can move Aquis Card Company above a basic survival, establishing a measure of customer loyalty and allowing Aquis Card Company an edge over his rival companies. It increases profitability as well (Tracy, 2001-2015). f. Amaze them with good customer service: this is a customer service level where Aquis Company will propel into the stratosphere. They do not only need to meet or exceed their customers’ expectations nor to simply delight them, but to surprise them. If they are able to do this regularly, Aquis Credit Card Company will be in the position to dominate the marketplace and achieve remarkable rates of revenue growth and profitability (Tracy, 2001-2015). In suggestion about how to review the effectiveness of the team to achieve the goals of Aquis Credit Card Company, we should begin with forming a team as stated in Tuckman’s model: forming, norming, storming and performing as described in these stages. In order for us to put up a team in Aquis Credit Card Company, we should include Bruce Tuckmans Model. Forming: this is a stage whereby the greatest
a. Build customer satisfaction by meeting their expectations: the basic requirement for Aquis Credit Card Company to stay in business is to meet the expectations of its customers so that they will have no complaints. They are just satisfied at this level, customer loyalty does not exist. If a rival company shows that it can offer more quality goods or cheaper services to meet customers’ expectations better than Aquis Credit Card Company, their customers will all of a sudden become ex-customers. Furthermore, if Aquis Credit Card Company fails to meet the expectations of its customers just once, they will leave and give their customer loyalty to another company who will do it for them (Tracy, 2001-2015).
b. Delight your customers:, Aquis Credit Card Company could achieve their objectives by giving their customers a high level of customer service that will exceed their expectations that will make them happy. Customers are delighted when their needs are met or even exceeded. Once customers liked the first experience, Aquis Credit Card Company will gain customer royalty and it will be hard for competitors to interfere to their business with Aquis Credit Card Company. If Aquis Card Company is able to make their customers happy, then they are on their way to building an exceptional highly profitable business. The more the team members of Aquis Card delight their customers, the greater success they will enjoy in their business (Tracy, 2001-2015). c. Listening and learning: effectively listening to customers would help Aquis Credit Card company boost up their profitability. For instance, Aquis Credit Card Company by having a daily interaction with their customers by listening, taking notes or repeating back what their customer told them, observe their customers’ body language and providing them with clear and concise communication would help Aquis Company to achieve their objective in improving customers’ satisfaction (Caron_Beesley, 2013). d. …show more content…
Facilitating feedback: finding a way of keeping in touch and show their customers that they are willing to listen and eager to keep the lines of communication open where there is no reason for face-to-face communication is another effective way Aquis Credit Card Company could achieve their objective by improving customers’ satisfaction. For example, customers should be followed up after sale either by social media or by handing out in-store or post -sale surveys to know what they would like see from Aquis Company’s customer service and to prove to them that they want to hear from them. Asking for customers’ feedback and using the information obtained could help to improve customers’ satisfaction in Aquis Company (Caron_Beesley, 2013). e. Exceed Customers’ expectations: for Aquis Credit Card Company to reach higher level of customer satisfaction that will amaze their customers, the team members should be ready to work beyond their expectations. They should friendly, fast and have a good customer service skills coupled with phone call to assure that everything is alright with their customers. This level of customer satisfaction can move Aquis Card Company above a basic survival, establishing a measure of customer loyalty and allowing Aquis Card Company an edge over his rival companies. It increases profitability as well (Tracy, 2001-2015). f. Amaze them with good customer service: this is a customer service level where Aquis Company will propel into the stratosphere. They do not only need to meet or exceed their customers’ expectations nor to simply delight them, but to surprise them. If they are able to do this regularly, Aquis Credit Card Company will be in the position to dominate the marketplace and achieve remarkable rates of revenue growth and profitability (Tracy, 2001-2015). In suggestion about how to review the effectiveness of the team to achieve the goals of Aquis Credit Card Company, we should begin with forming a team as stated in Tuckman’s model: forming, norming, storming and performing as described in these stages. In order for us to put up a team in Aquis Credit Card Company, we should include Bruce Tuckmans Model. Forming: this is a stage whereby the greatest