Glosary
Páginas: 4 (809 palabras)
Publicado: 6 de julio de 2011
CASE STUDY 1
Competitive edge: the qualities that keep a ompany ahead of its rivals.
Customer charter: a documented list of a business’s commitments to the client.
Market leader: the businesswith the biggest share of a market.
Mission statement: a short phrase used to give the general aims or targets of a business.
Personal interaction: face-to-face dealings between customers and acompany’s staff.
Primary (or field) research: collected data that has not been collected before.
Qualitative data: is more in-depth and consists of comments, opinions and feelings.
Quantitative data:consists of numbers and figures that can be used to produce charts, graphs and statistics.
Secondary (or desk) research: uses data that has already been collected and often that has been published e.g. innewspapers, books or reports.
Legendary customer service
1. Goodcustomer service
2. Happy customer
3. Repeat purchases
4. Better profits
5. Competing more effectively
*the customer comes into contact with the business…
Information
This could be given by staff or be provided in
other formats (such as leaflets) with the product.
Convenience
This means providinghandy and secure ways for the customer to pay, a local service and ease of contact.
After-sales
In the case of Portakabin, this includes delivery of modules, levelling, the installation offixtures and fittings, subsequent advice on future building requirements.
Advice
This could be about the best or safest way to use a product, or specialist
advice that might be needed. For Portakabinthis could be the ability to
provide all the services that make a quality working environment and
full technical support.
CASE STUDY 2
Tangible qualities: features of a product that can betouched and seen.
Offer: the complete set of
features, functions and services that customers receive when they purchase a product or use a service.
Differentiate: to distinguish a business from...
Competitive edge: the qualities that keep a ompany ahead of its rivals.
Customer charter: a documented list of a business’s commitments to the client.
Market leader: the businesswith the biggest share of a market.
Mission statement: a short phrase used to give the general aims or targets of a business.
Personal interaction: face-to-face dealings between customers and acompany’s staff.
Primary (or field) research: collected data that has not been collected before.
Qualitative data: is more in-depth and consists of comments, opinions and feelings.
Quantitative data:consists of numbers and figures that can be used to produce charts, graphs and statistics.
Secondary (or desk) research: uses data that has already been collected and often that has been published e.g. innewspapers, books or reports.
Legendary customer service
1. Goodcustomer service
2. Happy customer
3. Repeat purchases
4. Better profits
5. Competing more effectively
*the customer comes into contact with the business…
Information
This could be given by staff or be provided in
other formats (such as leaflets) with the product.
Convenience
This means providinghandy and secure ways for the customer to pay, a local service and ease of contact.
After-sales
In the case of Portakabin, this includes delivery of modules, levelling, the installation offixtures and fittings, subsequent advice on future building requirements.
Advice
This could be about the best or safest way to use a product, or specialist
advice that might be needed. For Portakabinthis could be the ability to
provide all the services that make a quality working environment and
full technical support.
CASE STUDY 2
Tangible qualities: features of a product that can betouched and seen.
Offer: the complete set of
features, functions and services that customers receive when they purchase a product or use a service.
Differentiate: to distinguish a business from...
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