Part I: Locate an online article (links can be found on the homepage) which prov
ID: 350153 • Letter: P
Question
Part I:
Locate an online article (links can be found on the homepage) which provides an example of the importance of the customer plan in action in business today. The article may directly mention the business plan, or you may find a company using parts of this plan to make decisions on strategy. Briefly summarize the article, using the textbook to support the information given.
Part II:
The second part of the paper is your opinion and thoughts about what you learned in Part I. Include the following:
Examine how that part of the plan is affecting or could affect how the organization provides service
Describe how this plan incorporates ways to build customer loyalty.
Incorporate your own experiences and relate them to information from the textbook that helps to support your thoughts and opinion.
Explanation / Answer
PART I
Example - Find below a small action plan developed to create and execute marketing plan to make a particlar product/service reach the customer.
The basic objective is to introduce a new service differently:
Any action should include the below five components:
PART II
When it come to service sector - we directly deal with the customer and should be extra cautious in responding to their needs and wants.
When we include customers - their opinions, feedback or criticism in our strategy it become more effective. The customer feels that they have been really given more importance when we ask for their feedback. In some cases they come up with more suggestions. We can verify the feasibilty of their suggestions and communicate to them whether we can implement or not.
But customer feels very valued in the whole process and exchanges his good experience with family, friends and social media generating free word of mouth publicity for service. In turn the customer also turns loyal.
Illustration with experience:
When visit few restaurants - there are owners who try new recipes, offer us for free and collect our feedback regarding the taste, textures and colours and quantity. We offer all our suuggestions happily and spread the message to others.
Hence involving customers in Action Plan of any marketing strategy is the latest tool if followed by any company will definitely yield positive outcomes.
# Action Item Person Responsible Start Date End Date Progress Expense 1 Gather secondary market research Lacy 2/3/17 3/3/17 50% complete None 2 Hold three focus group discussions with in house customers Kate 3/3/17 7/3/17 25% complete $6000 3 Develop a marketing plan Kate & Lucy 7/3/17 8/3/17 Not started None 4 Execute marketing plan Kate 9/3/17 15/3/17 Not started $10,000