Products and price alone cannot differentiate an organization to stand out in this market; we also need to differentiate us in terms of the customer service and customer engagement that we offer along with the products.
It is very clear that companies that first succeed in analyzing the present and future trends and identifying the key components of their product lines and the customer needs will have the opportunity to shape the market (Strategy (Formerly Booz & Company) website white paper)
This change in business environment lead to identifying and increasing the loyal customer base for Dollar Rent A Car by developing right product mix and improve the company’s share and its revenue.
Additionally, we need to identify reasons for the customers …show more content…
Service delivery is by human beings hence can never be consistent. This inconsistency is what is causing service quality gaps at Dollar. Customers experience different levels of service whenever they deal with our front line personnel. In this case we are looking at B to C customers who have to make car rental bookings by themselves by either calling or sending an email to our central reservations team or making online bookings or physically visiting one of our branches.
Our unit of analysis in this study is the B to C customer that rents cars on a short term basis with Dollar. The B to C customers do not have a key contact to deal with. They call our toll free number which is operational daily for 24 hours. Without a dedicated customer service team, there is the risk of a client having to repeat his issue each time he deals with an associate. There is also the risk of the staff not passing on the customer’s message to the concerned department for further …show more content…
Aligning metrics and initiatives
5. Demonstrating the links to business performance
If the top management isn’t properly informed and company culture doesn’t embrace Voice of the Customer strategies from top to bottom, then customer loyalty will be lost.
This is according to James D Power 111, who altered the way the loyalty industry viewed customer service, customer satisfaction and the customer experience.
People have to get the latest information and watch the trends. We need to adapt to these trends and not try to stay satisfied with the status quo of what we are doing. It’s a cultural change that has to be worked on immensely. The larger the organization, the more difficult it is to get a piece of information about what is going on or isn’t going on. The bigger the company, the more difficult it is for top management to understand the real information and what is the managed information. Top management has to be made aware of all the actions going on in the business.
Companies that fall behind are doing a lot of complaining that they do not have the budgets to do things right.
Hence this problem was identified and taken as part of the research to analyze the gaps between the customer expectation and the company’s current performance and to come up with suggestions to bridge that gap, this would help Dollar Rent A Car in customer
It is very clear that companies that first succeed in analyzing the present and future trends and identifying the key components of their product lines and the customer needs will have the opportunity to shape the market (Strategy (Formerly Booz & Company) website white paper)
This change in business environment lead to identifying and increasing the loyal customer base for Dollar Rent A Car by developing right product mix and improve the company’s share and its revenue.
Additionally, we need to identify reasons for the customers …show more content…
Service delivery is by human beings hence can never be consistent. This inconsistency is what is causing service quality gaps at Dollar. Customers experience different levels of service whenever they deal with our front line personnel. In this case we are looking at B to C customers who have to make car rental bookings by themselves by either calling or sending an email to our central reservations team or making online bookings or physically visiting one of our branches.
Our unit of analysis in this study is the B to C customer that rents cars on a short term basis with Dollar. The B to C customers do not have a key contact to deal with. They call our toll free number which is operational daily for 24 hours. Without a dedicated customer service team, there is the risk of a client having to repeat his issue each time he deals with an associate. There is also the risk of the staff not passing on the customer’s message to the concerned department for further …show more content…
Aligning metrics and initiatives
5. Demonstrating the links to business performance
If the top management isn’t properly informed and company culture doesn’t embrace Voice of the Customer strategies from top to bottom, then customer loyalty will be lost.
This is according to James D Power 111, who altered the way the loyalty industry viewed customer service, customer satisfaction and the customer experience.
People have to get the latest information and watch the trends. We need to adapt to these trends and not try to stay satisfied with the status quo of what we are doing. It’s a cultural change that has to be worked on immensely. The larger the organization, the more difficult it is to get a piece of information about what is going on or isn’t going on. The bigger the company, the more difficult it is for top management to understand the real information and what is the managed information. Top management has to be made aware of all the actions going on in the business.
Companies that fall behind are doing a lot of complaining that they do not have the budgets to do things right.
Hence this problem was identified and taken as part of the research to analyze the gaps between the customer expectation and the company’s current performance and to come up with suggestions to bridge that gap, this would help Dollar Rent A Car in customer