Customer Relations Week 1 Assignment Devry

WEEK 1

 7. How do ripple effects escalate the problem of the lost customer?

Like our textbook explains the situation with Mrs. Williams is a ripple effect. Having just one customer aggravated can lead to a lot more than just losing one customer. Even though Happy Jack’s is a big chain supermarket losing her will hurt them in the long run. “She was a $50-a-week buyer. That’s $2,600 a year or $26,000 over a decade.” (Textbook page 8) If she tells 10 or most likely more people, about her unhappy experience the ripple effect will keep on going. Now with social media telling 10 people is more like telling 50+, since they will probably keep the ripple effect going, so this can only get worse.

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Timm, P. R. Customer Service: Career Success Through Customer Loyalty (5th ed). Pearson Learning Solutions. Retrieved from http://devry.vitalsource.com/books/9781256084006/id/ch01lev2sec5

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 4. What major corporations that you’ve heard of seem to be doing the best job of building customer loyalty? In what ways do they attempt to build long-term relationships with customers?

I would say Costco. They have one of the best return policies out there, and great prices. Their return policy alone is a reason to shop there, although they are a “members only” store the price of membership is worth it in most cases. Their return policy is pretty broad, a customer can return just about anything anytime without a receipt. The purchases are linked to your membership and also any shipping charges paid for online purchases will be refunded as well. They do have a 90-day return policy on electronics but that is understandable. On top of this great return policy, they do offer great prices on just about everything. I haven’t heard much word of mouth or any bad ripple effects about Costco.

http://www.costco.com/returns-replacements-refunds.html...