Bmgt245 Customer Service Management | Assessment Answers
Interfacing with the Targeted Customers
In this Assignment you examine the target customer using your CSR Tool Belt including the life stages of the targeted customer. The better you are at understanding who the targeted customer is, the better you will understand their needs and wants so you can better attend to them. You will also use tool #3 concerning social networking tools as well as your website checklist and concern for the easy customer experience.
Read the scenario below and then apply what you have practiced to address the checklist items. Read the scenario: A company in the United States (U.S.) is relatively new and is creating innovative recyclable garden and landscape products that are more resource efficient. A garden hose for instance that can be laid down between rows of plants and has sensors built in to determine when the ground has beens efficiently watered for the type of plant and soil conditions. The company has not experienced sufficient sales of their environmentally-oriented products. They have advertised in gardening magazines or home magazines to no avail. They have a very sparse simple website but it really only allows customers to choose a product, order it, and call or email for customer service. They need you to suggest some customer-building strategies to help them out.
Website Checklist
Based on the scenario, respond to Check list items.Define the target customers (tool #1) and indicate the customer life stage practiced in the Learning Activities, and the generational type from your Reading. What life stage might they be in and why? What generational type applies and why?
Using the website checklist and social networking tools(Tools 3 and 5) discuss how you would apply these customer building strategies from the CSR Tool Belt and why.
Answer:
Define the target customers (tool #1) and indicate the customer life stage practiced in the Learning Activities, and the generational type from your Reading. What life stage might they be in and why? What generational type applies and why?
The target customer in the scenario will fall between stage 3 and stage 4 which are middle-aged and older married or unmarried couples with or without grand children respectively. Thinking of gardeners, we think of married couples who have children or older people with plenty of time on their hands. The organization in the scenario does the advertisements in magazines which indicate that they are targeting older people together with married couples (Yoon & Cole, 2017). However, if they were targeting customers within stage 1 and 2, they would advertise using social media sites.
The generational types in the scenario seem to be the Baby Boomers along with Elder or Mature Generation. This is due to the fact that the Elder or Mature Generation is in the stage of retiring and focus on the means to boost blossoming since they presume more years does not indicate more output and therefore they are the ones who will be working in the fields and gardens mostly so that they can always be busy. The products which are being sold in the scenario are the ones who would save time and improve efficiency which well fits the mature or older generation. On the other hand, baby boomers often struggle after retirement since they like to stay busy (Loe & Johnston, 2016). The customers will have a house and land which they would want to work on, and most likely they would need a budget for items which would last for long and not to be replaced soon.
Using the website checklist and social networking tools (Tools 3 and 5) discuss how you would apply these customer building strategies from the CSR Tool Belt and why.
Several customers will not come back after having bad encounters on a website of an organization after reviewing the website checklist it seems that the company is not engaged to customer blog along with short videos. Customer reviews and details on the product are essential with this being a new company trying to push new products (Kostyra, Reiner, Natter & Klapper, 2016) so that other customers can like the product and buy. The company's product sounds great, but if going to the cite one only orders, call and speak to the CSR then the product would not be bought. Being a new customer one needs to know if the product works as it is advertised according to feedbacks from other customers and also to see if one can install it or requires a contractor.
I would recommend a customer comment section to be included to permit customers to view perceptions of other clients and also for the organization to obtain feedback concerning their product. Moreover, magazines are great in advertisements but need to also set up a display at a show/ garden center or even donate the system to few individuals and allow the product advertise itself. Also, the company should provide more details on the product and also provide videos that demonstrate installation along with how the product works. Lastly, cleaning up the website and adding features will help acquire more clients (Boufim & Barka, 2016, October) so that when they log in they don’t find anything complex but to get in and get out very simple and fast.
References
Boufim, M., & Barka, H. (2016, October). Converting strangers to clients using web mining techniques. In Information Science and Technology (CiSt), 2016 4th IEEE International Colloquium on (pp. 169-174). IEEE.
Kostyra, D. S., Reiner, J., Natter, M., & Klapper, D. (2016). Decomposing the effects of online customer reviews on brand, price, and product attributes. International Journal of Research in Marketing, 33(1), 11-26.
Loe, M., & Johnston, D. K. (2016). Professional women “rebalancing” in retirement: Time, relationships, and body. Journal of women & aging, 28(5), 418-430.
Yoon, C., & Cole, C. A. (2017). Older Consumers: Current Knowledge and Future Directions.
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