The Value Of Customer Service As A Competitive Tool Essay

1.1 Explain the value of customer service as a competitive tool There are a number of ways a business can gain a competitive edge: excellent service, top of the range products, professional sales techniques and efficient and effective marketing strategies can contribute to the business and make us a market leader. Listening to our customers and acting on feedback can not only keep our loyal customers but encourage new customers. Having a recipe that incorporates all the above is a simple but effective method. Flanagan’s can gain customer loyalty and support by out-competing businesses that offer similar products and services. We do this through market research which will look at our competitors and look at offering something that our competitors don t. We may be more expensive with some products, but our customer service approach and our brand ensures the customers buy from us. All the staff is regularly trained to ensure that we deliver our promise. This ensures that our staff is given their utmost and even going the extra mile to help them. 1.2 Explain the process of mapping the customer journey and its importance in delivering effective customer service. A customer journey map is a way to describe all the experiences a customer has with your organization and the emotional responses they provoke – from their first impression when they walk into the store, to speaking to staff via the telephone or through other communication methods. Customer journey mapping canShow MoreRelatedBusiness Appraisal Through Social Media Analytics1454 Words   |  6 PagesBusiness Appraisal through Social Media Analytics Introduction: Social media has changed the business models of many organizations in engaging their customers to develop relationship with their products and services. Social media is also used to build their brands and maintain customer loyalty. Following figures gives an idea about scale of social media. 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