Wilkinson Stores Customer Service Satisfaction - 3145 Words

DEDICATION I dedicate my dissertation to my family and friends. Special appreciation to my loving mother Mani lad for the encouragement and support she has given me over the last three years. As well as support from my sister’s too and would like to thank my late father too. I would not be where I am without you all helping and supporting me. I would also like to thank a very special friend for all her help and support Manisa Patel. She has been very supportive throughout my dissertation as well as knowing her within the three years. I am very grateful to know her thank you so much. ACKNOWLEDGEMENT The researcher would like to sincerely thank the efforts of her supervisor Carol Hughes for the help, support and guidance given†¦show more content†¦All this will relate to the aims of the research and overall customer service satisfaction. I will be having Questionnaires which will be the main source of the investigation to show more of a clear understanding. Also I will be interviewing the Manager’s within Wilkinson to get more of an understanding of what they think is a good customer service satisfaction. CHAPTER ONE – INTRODUCTION 1.1 AIM ‘’To investigate customer service satisfaction within Wilkinson Hardware Store’’ 1.2 OBJECTIVES 1) Identify customer satisfaction 2) To analyse issues relating to customer satisfaction and sales assistances 3) Identify how Wilkinson’s can improve customer satisfaction 1.3 INTRODUCTION The aim of the study is to investigate the relationship between Wilkinson’s and their customers. The aim is based on researching how many different methods are used relating to customer strategy, and to see how staff communication works with the customer’s. There are three objectives and each one of these concentrates on a specific element within customer satisfaction. The first objective will be to research customer satisfaction what they would like to see in Wilkinson’s for them to come back to spend their money in the store. By this will show what strategies and motivation will need to be used. The second objective is toShow MoreRelatedPenney s Five Forces Theory Essay1124 Words   |  5 Pagesfirst store. In 1907, James bought out his two partners, and he open stores through the mountain west for the next six years. In 1913, J.C. Penney became a corporation, and James moved his operations to New York for better access to suppliers and manufactures. JCP had 83 stores by 1915. â€Å"Private labels allowed Penney to control quality and provide lower prices to customers compared to the price of most brand name items,† (Hitt, Ireland, Hoskisson, 2016). J.C. Penney had nearly 1,496 stores in 1936Read MoreStrategic Marketing Management Essay7428 Words   |  30 PagesORGANIZATION Wilkinson RETAIL STORE INTRODUCTION: â€Å"Businesses must respond to change in order to remain competitive. Developing appropriate strategies, which allow progress, is essential. Wilkinson was founded in 1930 as Wilkinson Cash Stores by James Kemsey Wilkinson and has remained largely in the hands of the founding family since its establishment. Wilkinson’s growth places it in the top 30 retailers and is a prime example of a business that has responded to changing customer needs throughoutRead MoreBuzz Essay1674 Words   |  7 Pagesof staff in stores across the country. Although the industry has seen very little growth in recent years, Omega has successfully increased its market share through a policy of lowering prices (the company claims to have reduced prices by 7.5 per cent between 2004-2009) and improving customer service. It currently holds a dominant share of the UK market in its core business and is growing rapidly in related areas. The company plans to continue expanding in the UK, opening up new stor es on brownfieldRead MoreHistorical And Current Marketing Theories1467 Words   |  6 PagesComparison and Contrast Analysis How are companies such as Ford, Wal-Mart, Apple, and Nike implementing branding as a form of marketing? According to Wagner (2013), businesses have five factors that may cause failure: lack of dialogue with the customers, lack of differentiation, inability to communicate value propositions, weakening of leadership, and failure to have a successful business model. Operating a business can be challenging and rewarding. Success is achievable by attaining a goal internallyRead MoreBusiness Analysis : Nordstrom, Inc.2405 Words   |  10 Pagesstylish so this specific company works well with something I love to do often. I also shop at this particular store quite frequently. I would like to focus on how Nordstrom, Inc. should consider expanding into Europe. I have been to Europe a couple of times including studying abroad and I’ve noticed that all the major European cities have their fair share of upscale and high-end retail stores. I think Nordstrom being an upscale retailer wou ld fit in perfectly in one of the popular cities in Europe.Read MoreMarket Orientation Process Of Blockbuster2186 Words   |  9 Pagesenvironment, the prime objective of any firm is to gain the profit and to achieve its goals successfully (Sokolowski, 2013). For this, companies focus on the market orientation to have the clear picture about the market and strategies that can increase its customer base and help to achieve its objectives. But, there are different types of factors like PESTEL and marketing myopia, which affect their objectives and the business growth of the company. In this report, the implementation market orientation of BlockbusterRead MoreCafà © Co Case Study Part I3202 Words   |  13 Pagescompany goals and values by establishing higher wages for baristas, better internal communication or learning and development. HR directors are now part of the board and HR policies have been integrated into the business goals. Collegiality amongst store managers and employe es has been promoted and HR managers were given a more advising function offering support to other areas. Word count: 271 Question 2: Kim, the HR manager, is trying to convince line managersRead MoreThe Dry Cleaning Company1568 Words   |  7 Pagescompetitor is to build the new and current customers’ experience. One of Sheldon’s Uncle’s recommends of a pickup and drop off service would serve to enhance that experience for each customer’s convenience. The service would add an advantage over the new competition establishing themselves. The service would require additional employment, but would benefit for the net income with service charges that can increase the revenue for the company. The concierge service could provide a differentiation competitiveRead MoreCorporate Strategy of Tesco4090 Words   |  17 Pages2008 P18 Appendix 3: Tesco UK store formats, 2008/09 P 19 Introduction The company that our group has chosen to analyse is Tesco. Tesco was founded in 1919 by Jack Cohen who began his new venture by selling surplus groceries from a stall in the east end of London; One his first day he made  £1 profit and  £4 of sales (Tescoplc.com [history]). Tesco has come a long way since then and is now one of the largest food retailers in the world, operating around 2,318 stores and employing over 326,000 peopleRead MoreHuman Resources Management-McDonalds3120 Words   |  13 Pageswith the employee relationship and its recruitment, training development, performance management, rewards and employee strategies. The basic activities followed by HRM are that of providing services to internal customers. These include central management team leader, line managers and employees. The services covering all the aspects of HRM like human resource planning, recruitment and selection, employee development, employee rewards, health and safety management, employee relations and welfare.