Case study: Managing Customer Quality Service

Contents1.Lifetime Customer Value....................................................1What would you estimate is the lifetime customer value (LCV) of Laura?s business at each of the stores?How would you account for any relaxation behavior?2.Level of Service..................................................................3How would you rate the level of service provided by the two newsagents? wherefore?3.Customer Satisfaction and Customer Loyalty.........................4Although Laura shopped at the inaugural newsagent regularly, was she leal? Do you think the showtime newsagent confused ? prompt? or even ?nowhere else to go? with loyalty?why is this dangerous for a business?How would you advise the first newsagent to proceed if she is to retain her customer base?4.Customer?s psychological Needs..........................................6What opportunities be there in a newsagency to provide sensationalistic moments of truth?Bibliography????????????????????????????7Q1) Wh at would you estimate is the lifetime customer value (LCV) of Laura?s business at each of the stores? How would you account for any diametric?LCV is a value to companies for how much a customer lead buy from them over a period of time e.g. 5, 10, 15 years or more. {LCV = (Maximum sale x 52 weeks / year) x Period of lifetime}We assume Laura is 35 year-old now and she gage live until 75 year-old.

Therefore, the LCV of Laura?s business at the first newsagent would be (15 x 52) x 40 which is close $31,200; and the LCV of Laura?s business at the second newsagent would be (22 x 52) x 40 which is approximately $45,7 60. There be number of reasons show the dif! ference of LCV between these two stores. frontmost of all, when people go in a shop, they look for what they want, and then the first important consideration comes up from their mind is the PRICE. wasting disease is the amount of money that charged for a product or service. In reality, people like comparing prices on the indistinguishable brand of product from different shops to find out... If you want to tolerate a full essay, order it on our website: BestEssayCheap.com

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