Customer Assets and customer Equity †Free Samples to Students

Question: Discuss about the Customer Assets and customer Equity. Answer: Introduction: The landscapers association is a unique type of industry in the market of Australia. Landscaping association refers to any movement to develop or improve the striking characteristics of any region or place, or area consists of living essentials, like vegetation or animals. It is also known as gardening as well as fine art and craft of developing the plants with the motive of making a lovely setting within the landscape. The landscapers association is one of the existing organisation in the South Australia with excellent customer services. Landscapers association deals with various types of an industry by providing the best quality of landscaping figures or arts. Employees of the landscape industry engaged in business, trade, services, products, design, etc. primary function of them is to create the garden and maintain them. Landscapers association is associated with the sectors of horticulture of the South Australia. In this report, customer feedback of the landscape association will be discussed. Along with that various processes of customer feedback also will be demonstrated. The organisation landscapers association collect the feedback forms by the utilisation of the few strategy these are- feedback forms, website activities, personal email, monitor social media, mobile survey, customer survey etc. but the landscaper association mainly put the feedback strategy at the time of collecting feedback forms. In the below paragraph feedback form strategy will be described briefly. There are various ways or option to get the customer feedback after using the member referral system these are- survey method, feedback boxes, reach out directly, user response, tests of usability. In recent days organisations like landscaper association started to provide feedback from through online and as well as offline. Survey method is further divided into the short term survey method and long term survey method. Customer feedback forms are provided to their customers through online and offline both. The offline process is by which employees delivered customers forms to their client's hand to hand. Advantages of offline customer feedback customers can fill up the feedback form from home (Rutherford, 2005). Without this, there is another way to deliver the feedback forms for the client that is online. At the time of accessing their website, there is a particular popup notification that is the customer feedback form which is filled up by the customer by the utilisation of interne t (Milner and Furnham, 2017). After completing this feedback form, there is an option to submit online. No employees or workers are needed to hire for collecting those customer feedback form. Where in a case of offline feedback form there is a particular employee to gather that form from the customers or clients. In the online form fill up process there is two subdivision. One is feedback via email, and another is feedback via online survey method. Customer's email id is needed to send the feedback form. These are the different ways to distribute and collect the customer feedback forms from the customers by the landscapers association (Ramamoorthy, Selladurai and Ranganathan, 2012). Two discuss how the client's feedback will be consolidated and how you would report and make recommendations based on your findings from the information gathered. After filling up those feedback forms by the customers, those forms were collected by the particular employees or staffs of the landscape association. Their clients may be a householder, businessman, any reputable organisation or any private industries who need their services. As per the customer feedback, the landscape association tried to develop or improve their service. Positive and negative responses of the customer in the feedback form are very much important for the organisation. The landscapers association provide best customer services to meet their customers desires. According to the feedback, customer services can be developed or improve. Sometimes customers want more from the organisation. They also recommended few thing to get better services from the organisation. If that thing is essential for the customer, then the group took the responsibility to fulfil their recommendations to the customer onwards. Online, offline customer feedback forms are analysed very carefully, and after that they launch or started to provide those recommended needs to them.in case of landscaping for an example a customer wants a beautiful garden decorated with eucalyptus, hakea Lauren, grevillea, gum blossoms, kurrajong flowers, etc. as per the customer need the landscapers association should make or create that desired garden with desired plants (Petry, 2016). So this the process how the organisation meets their customer need or follow the recommendation. Briefly, discuss aspects of legislation or ethical practices that may apply to customer service provision by the completing the following table: Describe How it is relevant to customer services Anti-discrimination legislations It comes under the Australian law. There are various types of acts like sex discrimination act, racial discrimination Act, age discrimination act. Those acts are very much maintained by the public along with the higher level persons. A business organisation of Australia has to obey the anti-discrimination laws to the employees and customer. The organisation should not play any discriminative activities at the time of serving the customer. The organisation should help the customer as per their necessity, not by his or her gender, nationality, or disability. Australian consumer law It is a national law for rational trading and protects the consumers. This act proposed by the Australian government on 1st January 2011. ACL is the short form of Australian consumer law. Due to this act organisations can't take extra money at a time of giving services. It shows its full effect on the Customer service. By maintaining these law customers are not cheated by the service provider (Giliker, 2016). Ethical principle The moral principle is vital for a business organisation, and it has few effects on the specific business. Maintaining ethics, behaviours, culture, etc. are very much important and related with the customer service. Codes of practice Its a model. This act is suggested the workers and the organisation be the safe at the time of working. Maintain safety and health problem while serving to the customers is a crucial part of the organisation. Privacy laws Privacy Act 1998 that contained the personal information of individuals that should be kept in private. Customer's information, bank details should be held in private by the organisation. That will help to build the trust between the service provider and clients. Financial legislation This act is passed in the year 1996. To improve the deregulation of financial issues. Its important to sell the products with fixed economic price. So it is vital at the time of serving customers. Workplace health and safety This act is suggested the workers and the organisation be the safe at the time of working Maintain safety and health problem while serving to the customers is a crucial part of the organisation Two describe how customers with special needs should be managed and provide two example that illustrates your points- special needs may be people with a disability, people from different socio-economic backgrounds or other cultures or any special need will improve quality. There are special facilities for the physically disabled customers offered by the landscapers association (Navarro, Garzn and Roig-Tierno, 2015). They have special discount offers on the gardening packages with necessary equipment and fertilisers. Those packages are mainly for the disabled customer of them. Another facility is to giving free maintenance services regarding the gardening as per the chosen packages. These facilities are mainly arranged by the landscapers association. Those disabled customers may belong from the different cultural backgrounds (Gardening advice, 2006). Those facilities are also provided to the different cultural backgrounds people if he or she is not physically enable. Three what are some effective techniques for solving complex customer complaints? Include the principles and techniques involved in the management and organisation of: Customer behaviour: employees should understand the customers behaviour at the time of seeking services. As per the customer attitude, body language and gesture employees should recognise or identify the necessity regarding the services. Customer needs research: employees have the ability to identify the actual needs of the customers. That process is known as customer needs research (Lax and Mau, 2013). Customer relation: customer relation is vital of the organisation. The organisation should maintain good relation with the existing customers as well as the new customers (Park Yeung turn and , 2007). Ongoing product and or service quality: quality of the services has to be the best towards the customers. Customer satisfaction totally depends on the quality of service that is provided by the organisation (Lu-Ming, 2013). Problem identification and resolution: to identify the issues or problems of the customer are vital for building up a good relation between the service provider and customer. After identifying that particular problem, an organisation should solve those problems (Persson and Ryals, 2010). List and describe three personal measurement processes you can use to provide improved customer service: For an organisation there are few thing or sides to prove or better customer services among of that organisation. The landscapers association has such factors to improve the these factors are described and listed below- Communication skill: communication skill is very much important for maintaining the customer services or improve. A good communication should be maintain between the higher ranked persons and employees. Along with this a good communication should be maintained by the company or organisation with the customers. With the help of good communication employees can serve their customer with great satisfaction. Employees should understand the language of the customers at the time of demanding help or service. Low price: low price facility lead the organisations customer service to the better place. Customers are satisfied by the less amount of cost for their desired products. Due to low price facility organisation deliver of hold more number of customers to serve. Product specification: product specification is the fact that can be improved. To improving this factor customer service get improved along with it. Product quality helps to garb more customers interest and serve them better. References: Gardening advice. (2006).Nursing, 36(8), p.68. Giliker, P. (2016). The Consumer Rights Act 2015 - a bastion of European consumer rights?.Legal Studies, 37(1), pp.78-102. Lax, A. and Mau, N. (2013). Customer Value and Value for Customer Retail Sectors Need for Transformation.Journal of Marketing Research and Case Studies, pp.1-12. Lu-Ming, T. (2013). Customer First and Customer Sexual Harassment: Some Evidence from the Taiwan Life Insurance Industry.Gender, Work Organization, p.n/an/a. Milner, R. and Furnham, A. (2017). Measuring Customer Feedback, Response and Satisfaction.Psychology, 08(03), pp.350-362. Navarro, S., Garzn, D. and Roig-Tierno, N. (2015). Co-creation in hoteldisable customer interactions.Journal of Business Research, 68(7), pp.1630-1634. Park Yeung turn and (2007). Effects of Relation Benefits Factors on Salesperson, Enterprise Satisfaction and Customer Loyalty.Journal of Distribution Science, 5(1), pp.23-40. Persson, A. and Ryals, L. (2010). Customer assets and customer equity: Management and measurement issues.Marketing Theory, 10(4), pp.417-436. Petry, C. (2016). Rural origins in creations of resident landscapers.Acta Horticulturae, (1108), pp.131-138. Ramamoorthy, C., Selladurai, V. and Ranganathan, R. (2012). Investigation of customer satisfaction in pump manufacturing industries through customer feedback approach.International Journal of Logistics Economics and Globalisation, 4(1/2), p.55. Rutherford, S. (2005). Landscapers for the Mind: English Asylum Designers, 1845-1914.Garden History, 33(1), p.61.