Charles Schwab

Running header: Learning Team Reflection 1

MKT/521

April 5, 2014

Learning Team Reflection 2

Charles Schwab is known as the first brokerage firm for individual investors. Schwab also allows the use of its products and technology to their customer. Today Schwab is socially connected and continues to reinvent ways to interact with its investment advisors and by providing new ways to interact with their customers. Schwab also created customer value. The firm’s success is based on the fact that Schwab delivers outstanding quality in service. Schwab provides customers service online as well as in his branches. This service includes technical support as well as investment tips and investment education information for all existing clients as well as future clients.

Charles Schwab’s intense focus on customer feedback can provide good and bad structural implications for his business. Feedback can be useful in recognizing what is being done right, making things better, and in considering steps for corrective actions. It can also be helpful when considering new ideas. Businesses provide products and/or services to customers; therefore, what better way to make sure customers are satisfied but through customer feedback, allowing customers to be heard. I also feel that Schwab’s focus on feedback allows managers’ to track and ensure all financial transactions are being posted in a timely manner. It is vital that businesses maintain an efficient financial account/history. Finance open windows to new ideas and opportunities for the betterment of the business. Now

Learning Team Reflection 3

on the negative side, Schwab’s intense focus on customer feedback can also provide a bad structural implication for his business. I think it will be very discouraging to receive negative feedback on a daily basis. This will very likely affect the workplace environment by lowering employees’ morale. Feedback can also be used as a means in recognizing and...