Business1 Assignment Example | Topics and Well Written Essays - 500 words

Business1 - Assignment Example In any of the two instances, you shall contact our customer care at the outlet in which you experience the inconvenience and a voucher shall be offered instantly. There shall be no need to proof the inconvenience, as the customer care agent will be able to verify the details. The service guarantee ensures that customers get time value for their money and that the company meets customer’s needs. These add value to the quality of products that we offer in differentiated packages. Tax and Brown authored the article, ‘Recovering and learning from service failure,’ which Sloan Management Review published in the year 1998. The authors, based on empirical study, explain the role of effective customer relationship management on profitability of organizations through establishing customer loyalty, customer satisfaction, and increasing revenues. The authors argue for significance of customer relationship management and recommend a shift from offensive marketing strategies for attracting new customers to defensive customer retention strategies. The article is important because of its informative content that is vital to organizations in perfect competition markets. High-level competition that technology facilitates has led to exploration and exhaustion of offensive marketing strategies that are common among competing organizations. Consequently, focus on offensive marketing strategy may be ineffective and therefore a waste of resources. The article howev er offers a solution to this problem through customer relationship management and is therefore important to organizations’ managements. The ideas of inevitability of customer dissatisfaction and the service recovery process are the most useful information from the article. Acknowledging that customers may be dissatisfied, at some points, forms a basis for willingness to resolve customers’ concerns while the process enlightens and empowers towards