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Please provide response to below passage.
Hi class, Part 1:
Employee buy-in has a major impact on customer value, satisfaction, and loyalty. As detailed in the PowerPoint, a business is nothing without its customers. However, employees have a similar impact on customer satisfaction. Employees must give the red carpet treatment to each customer; this goes back to workforce engagement. We have all dealt with good and bad service given by an employee. The good service makes us want to keep returning but the bad service makes us want to never go back. The most common and effective way to measure customer satisfaction is through surveys. Many companies place a survey on the back of a receipt when a purchase is made. Some companies email the customer to ask for feedback from the experience. These methods allow the company to pinpoint any potential issues. The importance of commitments to customer satisfaction cannot be overstated. Going back to workforce engagement, it is critical that employees have a total buy-in approach and understand that he/she is the face of the company. Employees must commit to providing a red carpet treatment to customers, understand the customer is the only focus, and that his/her main purpose is to make the customer happy. When employees make these commitments it ensures customers are satisfied and will return. Part 2:
Current trends impacting the retails stores in the article are the effects of COVID. Each company has had major increases in e-commerce. The amount of online shopping has negated declines of in-person shopping. Lowes has taken an approach to supporting small businesses during the pandemic. Many small businesses struggled or did not make it. The effort to support these small businesses shows the business cares about the local communities and those who live in it. This is a positive image for Lowes. These companies are segmenting customers based on COVID effects and geological location (urban, suburban). These stores can predict customer demands based off a high rent area or a high home owner area. These companies have spent millions on initiatives. “As with Lowe’s and most other retailers HD’s increase came at a high cost due to the $850 million expense connected to the many initiatives brought on by the pandemic” (Stein, 2020). As mentioned above, Lowes also invested in small businesses to support the community. These initiatives have allowed the companies to meet increased demand brought on my e-commerce. These will be effective actions in the short-term and long-term. Having the ability to meet high volume online demand will make customers happy. Lowes giving back to the small businesses in the community will build relationships and image. The businesses are building customer relationships by remaining innovative in their approach to providing goods and services during a pandemic. They have put money in the right places and effectively expanded to meet the demand. It is very frustrating to order something online for it to be delivered four weeks later. The retailers have made the effort to ensure it meets the online demand in a timely manner. Before the pandemic, they relied heavily on foot traffic in their brick and mortar stores, however, they made the necessary adjustments to be successful. These retailers have a customer service desk in store and a customer service platform online. Additionally they provide surveys on the back of receipts. Customer service representatives ensure the buying experience was good from beginning to end. This allows the business to identify a problem or ensure things are running efficiently.
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