Module 2 week 2

Hello blog,

This week´s assignment is to reflect of the two sides of satisfaction.

I´m working in a company in the jewelrybusiness, or now more lifestyle actually, The company has grown enormous during the last couple of years and the range has been extended to clothes, shoes and extended interior assortment.

This blogpsot will focus on the private customers. The people that shop in our stores and in the webshop.

In the jewellrybusiness there a constant balans between quality-price, trends- our own style and also buildning the brand with stores, packaging, staff, webpage and so on. It is a fast business! At least four new collections every year, fairs several times per year. It is important to always remember the customers in this rapid carousel.

Within each group of customers, and undergruop, the The Expectancy Disconfirmation Model can be used. There are diffrences between the customers in stores and customers online.
The customers that shop in the webshop expect fast delivery and that the productdescription and pictures matches the real product. Logitistic are the most important here for shorten the delivery time as much as we can.
I have noticed that the customers in the countryside are looking more for the personal contact and buildning a relation with the staff. They want to be remembered by name and do a lot more small talking compared to customers in the cities where knowledge and service are more important.
In shops the staff are the most importent component to influence the customers and get them satisfied. Exept from the obvious that they should be nice and knowledgeable we also have to look for our different customers expectations. On the countryside it´s more important to have the same persons working as long as possible for them to get a change to bulit a relation to the regulars.

I´m already learning from this course. New perspectives and more knowledge will hopefully improve my chances of doing a god job. The customers are so important, we have to do what ever we can do get them as satisfied as possible.