Reference no: EM133034240
Identify a retailer you have shopped with on a regular basis and a case study that answers the questions listed. Revisit one of the retailer's stores a few times if necessary to this project.
-Have staff offered personalised and professional service to you? Identify and explain any improvements you would recommend to promote repeat business.
-Do staff recognise and acknowledge the fact that you are a repeat customer?
-Are staff able to provide tailored recommendations for products and services based on your needs? Recommend and explain improvements.
-Do you consider yourself to be a brand advocate? Why/ why not?
-Does the organisation offer a loyalty program? If yes provide details.
-Have the benefits of the loyalty program been clearly explained to you?
-Does the loyalty program make you more likely to shop with the retailer in the future?
-Does the retailer provide products and services that keep up with the latest trends?
-Consider a time you have made a complaint. Explain whether the staff member:
-Clarified the reason for the complaint.
-Attempted to pacify you in a calm and professional manner.
-Worked with you to identify solutions/ offer compensation.
-Followed-up with you.
-Explain any improvements you would suggest to their complaint handling practices.
-Did the retailer comply with consumer protection and privacy legislation?