The assignment for this week is to upon the concepts from two of the videos from this module and how they can be useed in my organization.
I have used video one with Steve Walton, Services Marketing, and video two with Maria Åkesson, Resource integration.
Video one,Services Marketing:
In my organixation it´s important to work with all three of the elements of physical evidence: facility exterior, facility interior and other tangibles.
Since we are working with design and trends the exterior and interior are very important, it needs to be good and follow the style of the company in order to be a part of the brand. Our shops must have some elements and similar parts so that the customers instinctly gets the feeling of the brand.
For the motivation of the staff I think it´s important that offices and other tangibles is highly important! When the working-environment is something speciel, it gives you that little extra good feeling.
For other stakeholders, such as retailers I think´s importat that layout of webside, brochyres to use in their shops and the little things around the products are very important for the impression of the brand. It gives that extra glow to good products!
Video two Resource integration:
"Resources is only potential resources until we use them" (Maria Åkesson)
In my organisation we have enormous potential, but do we do the best we can with what we have? I don´t think so. Our shops are good looking and the style is right for the brand.
My suggestion for improvement applies for the stuff. The make them aware of the possibilities that we have and use them. I think we can improve many things in the company by just being aware of how much impact every little piece in the servicescape has on our customers.
Awerness it´s like a map of new trails and areas to discover. So exiting!
torsdag 10 december 2015
onsdag 2 december 2015
Module 5 week 1
First week of a brand new module!
This module is about the physical environment and how that can impact our customers. This module will be interesting since we both have several physical stores and a webshop.
We know that the experience from visiting a beautiful shop has good impact on our customers, they get inspired and feels satisfied with their visit.
My expectations, as always, is to learn more and get new perspectives. That´s the main reason why I´m taking this course. Can´t wait to get started!
This module is about the physical environment and how that can impact our customers. This module will be interesting since we both have several physical stores and a webshop.
We know that the experience from visiting a beautiful shop has good impact on our customers, they get inspired and feels satisfied with their visit.
My expectations, as always, is to learn more and get new perspectives. That´s the main reason why I´m taking this course. Can´t wait to get started!
fredag 27 november 2015
Module 4
Hello!
Last week with this module and I´m working on the last things about my assignment about interaction in customer service, non face to face interaction.
It has been a small challenge to evaluate my own work and look at it in new ways, but very instructive and good for my personal development. I think this assignment has made me more aware of what I do and how the customers experience it.
We communicate with our customers by phone and e-mail. There are some differences there since one is audio and the other are written communication. When talking in th ephone the voice is the most important thing I think. If you say the right things with a angry tone no one will think you have god service, even if you said the right facts.
When e-mailing with a customer clarity is the most important thing since when you can´t read the other persons voice, there are a greater risk for missunderstandings.
Talk to you more in the webinar!
Malin
Last week with this module and I´m working on the last things about my assignment about interaction in customer service, non face to face interaction.
It has been a small challenge to evaluate my own work and look at it in new ways, but very instructive and good for my personal development. I think this assignment has made me more aware of what I do and how the customers experience it.
We communicate with our customers by phone and e-mail. There are some differences there since one is audio and the other are written communication. When talking in th ephone the voice is the most important thing I think. If you say the right things with a angry tone no one will think you have god service, even if you said the right facts.
When e-mailing with a customer clarity is the most important thing since when you can´t read the other persons voice, there are a greater risk for missunderstandings.
Talk to you more in the webinar!
Malin
onsdag 11 november 2015
Module 4 Week 2
Hi everyone!
The assignment for this week is to reflect on concepts from the videos related to my organisation.
I have choosen to use the first video interactions in service encounters with Per Echeverri for analysing the organizatin I´m working in.
As I written about before, we have severals shops in Sweden where stuff from our organization meets customers every day. It´s interesting to study whats happens in the meeting between these two and the different social roles they are taking without thinking much about it.
Can we by being aware of this, improve our relations to the customers and fulfill their expectations?
Yes I think we can. Knowledge about our self is a tool for development and progress.
Yes I think we can. Knowledge about our self is a tool for development and progress.
My thought is that we can, by being aware, give the staff the knowledge and support they need to perform as good as possible in the role as salesperson in the store.
We do have good staff, but we can always be better, aim for higher goals and give a little bit better service. It all depends on the resources giving to the staff to do their job, good resources increases the changes of good results!
We do have good staff, but we can always be better, aim for higher goals and give a little bit better service. It all depends on the resources giving to the staff to do their job, good resources increases the changes of good results!
torsdag 5 november 2015
Module 4 Week 1
Hello everyone!
New week and new module!
I will write some about my expectations for this module and the benefits of it for my organization.
I hope to be more aware about how I and my colleagues act infront of customers, and how we can improve our actions in order to get the customers a better experience from visting any of our stores.
Being aware of what can be improved gives us something to work with. Nobody is perfect, we can always work with our selfs and become a little bit better than before.
Aiming for best possible service for our customers requiers us to constantly look at our own behaviour. Not negativly and disparaging but with a positiv setting on change and development.
Se you next week in webinars!
New week and new module!
I will write some about my expectations for this module and the benefits of it for my organization.
I hope to be more aware about how I and my colleagues act infront of customers, and how we can improve our actions in order to get the customers a better experience from visting any of our stores.
Being aware of what can be improved gives us something to work with. Nobody is perfect, we can always work with our selfs and become a little bit better than before.
Aiming for best possible service for our customers requiers us to constantly look at our own behaviour. Not negativly and disparaging but with a positiv setting on change and development.
Se you next week in webinars!
tisdag 27 oktober 2015
Module 3 week 4
Topic this week is: how can I improve my organization regarding customer satisfatction/experience using the principles of persuation?
I think we could work more with our stuff, using their experpertise and great personalities! By encouraging the staff to give compliments to the customers we can make us of the principle liking.
When a customer likes the brand he or she will hopefully get inspired by visiting our shops, webside, instagram and such. We hope they will buy more when they see what others are wearing and what looks god together.
I´m writing in the assignment about Cathrine, one of the founders, designers and now also CEO, how we can us her as a professional and inspiraton in the marketing by letting her choose a few items and mark them on the webside and in stores as "Cathrines choice". She is a true inspiration and if you are a brandloyal customer you will definatly know who she is.
Using the same idea we can mark products with, for example "top of the week" and "our favorite".
I think we could work more with our stuff, using their experpertise and great personalities! By encouraging the staff to give compliments to the customers we can make us of the principle liking.
When a customer likes the brand he or she will hopefully get inspired by visiting our shops, webside, instagram and such. We hope they will buy more when they see what others are wearing and what looks god together.
I´m writing in the assignment about Cathrine, one of the founders, designers and now also CEO, how we can us her as a professional and inspiraton in the marketing by letting her choose a few items and mark them on the webside and in stores as "Cathrines choice". She is a true inspiration and if you are a brandloyal customer you will definatly know who she is.
Using the same idea we can mark products with, for example "top of the week" and "our favorite".
onsdag 21 oktober 2015
Module 3 week 3
Hello everyone!
This weeks task is to write about and analyze two advertisments that is not from my own organization. I have chosen to look at Efva Attling, because it´s a company in the are similar the my organization, I think it will be interesting to analyze a company in the same business. The second company is Willys, a swedish food chain that I weekly buy food from.
Efva Attling
I will start by looking into Efva Attlings advertising. The adds are gorgeous, it is usually a nature theme with elements from nature as background. Because of the theme and style on the jewllery you can always tell it´s a Attling-add, even with not seeing the brand-name.
When looking at Dr Cialdini´s 6 shortcuts there is nr 5, liking, that I think that match the advertising od Attling. Evfa Attling is a true inspiration and her personality goes through the whole company. You want to be as classy and styslih as her and the brand, then you buy the products. This is associated with nr 3 in the model, Authority. The brand gives us a opportunity to be part of all of this by buying a jewellry.
The products are quite pricy and with a high price comes expectations of quality. According to The expectancy Disconfirmation Model Attling has to live up the these high expectations by making sure the jewellry and service are the best. Otherwise the customers will feel some dissatisfaction and reevaluate the brand.
But high expectations will make the customers satisfeid even if they are not fulfilled (video with Tore module 2). So maybe a high price and a cool brand can make us more satisfied than shopping at H&M?
Willys
So the second company to analyze is Willys "Sweden´s cheapest bag of groceries". This is a store I visit almost every week: I like the products and most of all, the prices! Willys has, according to me, been able to provide products that I can find in other food-stores but for a lower price. They also have a their own line of products in every Willys-store, a serie of cheaper products but with okey quality, a good alternative when you want to spend money on other things than food.
I think it´s nr. 4, Consistency that is the one of the Dr. Cialdini´s 6 shortcuts that I can apply on Willys. As a customer you are being able to sign up and become a Willy´s customer with some even lower prices on different products each week. By signing up and and get something good out of it we have commited to be a loyal customer. When being in the store knowing you have better prices as some items makes me look for them and sometimes buy them even if I didn´t need it. I feel like I´m smart and economic by doing my grocery-shopping at Willys!
Since the prices are lower than many other food-companys, we might not have the same high expectations of the products as we use to have? We are looking for cheap groceries and that is what we get. Our expectations are being fulfilled according to The Expectancy Disconfirmations Model.
This weeks task is to write about and analyze two advertisments that is not from my own organization. I have chosen to look at Efva Attling, because it´s a company in the are similar the my organization, I think it will be interesting to analyze a company in the same business. The second company is Willys, a swedish food chain that I weekly buy food from.
Efva Attling
I will start by looking into Efva Attlings advertising. The adds are gorgeous, it is usually a nature theme with elements from nature as background. Because of the theme and style on the jewllery you can always tell it´s a Attling-add, even with not seeing the brand-name.
When looking at Dr Cialdini´s 6 shortcuts there is nr 5, liking, that I think that match the advertising od Attling. Evfa Attling is a true inspiration and her personality goes through the whole company. You want to be as classy and styslih as her and the brand, then you buy the products. This is associated with nr 3 in the model, Authority. The brand gives us a opportunity to be part of all of this by buying a jewellry.
The products are quite pricy and with a high price comes expectations of quality. According to The expectancy Disconfirmation Model Attling has to live up the these high expectations by making sure the jewellry and service are the best. Otherwise the customers will feel some dissatisfaction and reevaluate the brand.
But high expectations will make the customers satisfeid even if they are not fulfilled (video with Tore module 2). So maybe a high price and a cool brand can make us more satisfied than shopping at H&M?
Willys
So the second company to analyze is Willys "Sweden´s cheapest bag of groceries". This is a store I visit almost every week: I like the products and most of all, the prices! Willys has, according to me, been able to provide products that I can find in other food-stores but for a lower price. They also have a their own line of products in every Willys-store, a serie of cheaper products but with okey quality, a good alternative when you want to spend money on other things than food.
I think it´s nr. 4, Consistency that is the one of the Dr. Cialdini´s 6 shortcuts that I can apply on Willys. As a customer you are being able to sign up and become a Willy´s customer with some even lower prices on different products each week. By signing up and and get something good out of it we have commited to be a loyal customer. When being in the store knowing you have better prices as some items makes me look for them and sometimes buy them even if I didn´t need it. I feel like I´m smart and economic by doing my grocery-shopping at Willys!
Since the prices are lower than many other food-companys, we might not have the same high expectations of the products as we use to have? We are looking for cheap groceries and that is what we get. Our expectations are being fulfilled according to The Expectancy Disconfirmations Model.
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