Case Study Analysis – In this case study, one of the main points is to help consumers identify which services provide more value to them. This concept is carried over to other areas of customer service.
One of the areas that is worth discussing is when it comes to customer retention. In many ways, this is not a problem that is unique to Vodafone Airtouch. However, when it comes to creativity, there is room for improvement.
In other words, if customers are getting along with their regular customers, it is because those customers have been loyal to the brand. However, there are times when customer satisfaction results in a bad impression. They may think the brand is irrelevant to them.
When new customers enter the picture, they have more options. If Vodafone Airtouch wants to retain its customers, it needs to develop an in-depth approach that helps the company to improve its customer relationship management.
The HBR Case Solutions article describes a case study that showed a real world example of the difference that Vodafone Airtouch can make when it comes to service. This case study focused on customer loyalty. The report suggested that when customers are happy, they tend to spend more money. Customers do not want to be treated poorly.
However, service problems are so common in customer service that it often is difficult to identify where the problems lie. Most companies simply handle the complaints as they come in. They are so busy dealing with customer complaints that they do not have time to evaluate how the customer service is performing. As a result, customers are not satisfied.
Customer satisfaction will only occur when the company first recognizes the problem and then attempts to resolve it. In the case of Vodafone Airtouch, this happened when it realized that its customer retention efforts were not working. The HBR Case Solutions article discussed an innovative approach that the company took in order to increase customer satisfaction.
In this case study, the key was to develop a process that worked for all customers. The focus was on improving the relationship between the customer service representative. The result was a customer service experience that led to a higher level of satisfaction among customers.
In other words, customer service is too important to be overlooked. The customer service representative does not get enough credit. Most people assume that the best customer service happens when the customer is dealing with a brand name.
However, in order to provide high quality customer service needs to include looking at the company as a whole. It takes collaboration with the customer service representatives and the brand. If you do not take the time to find the commonalities between the two, it is easy to think of them as separate entities.
This is why HBR Case Solutions- Case Study Solution is so relevant today. When consumers see other organizations on the same path, they tend to follow suit. However, it takes time to get to that point.