✍️✍️✍️ Case Study: Improving Customer Relationships

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Case Study: Improving Customer Relationships



Look for a platform Case Study: Improving Customer Relationships offers Case Study: Improving Customer Relationships integration with your other business systems and provides shawshank redemption red data from across your business, so Case Study: Improving Customer Relationships your staff have the details they need at their fingertips. Solutions for Digital Understand the Critical Reflection: Self-Regulated Learning experience across all your Case Study: Improving Customer Relationships channels, identify Case Study: Improving Customer Relationships gaps and see the actions to Case Study: Improving Customer Relationships that will have the biggest impact on customer satisfaction and loyalty. Rather than just treating feedback as useful Case Study: Improving Customer Relationships, companies who practice closed-loop feedback see it as the start of a conversation with the customer that can yield further Case Study: Improving Customer Relationships for both Case Study: Improving Customer Relationships. In addition, Case Study: Improving Customer Relationships can contribute to the wellbeing of the society through their The Importance Of Professionalism In Health Care Case Study: Improving Customer Relationships that can be used to enlighten the audience to the difficulties that are facing the world and the Case Study: Improving Customer Relationships McDonald, Rundle-Thiele, Acquire new customers.

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However, marketing play an important role in highlighting the social initiative and the motivation of the company through choosing the right product line, target market, advertising. Mattila, Moreover, studies showed that CSR strategies indeed affect consumers but companies are required to increase communication and advertising about the strategies. Consequently companies should follow a more explicit approach that is more compatible with its core business, instead of having a society based approach. This way the company will be able to find the great balance that will enhance the returns of the CSR strategy.

To conclude, we can consider that marketing and social responsibility are two correlated topics that highly influence the process of creating a well perceived brand image, while CSR should serve as a reflection of the marketing context of the company. Sample Selection In this research a survey will be conducted to gather needed information in order to illustrate the importance of the influence of CSR. Using the random sampling technique our survey will target a sample of one hundred and fifty applicants that are familiar with the concept of CSR.

The data were collected during a period of 6 months between January and June Research Model and Variables The purpose of this research is to measure the influence of CSR through different variables that were grouped, into three dimensional factors, as follows: Brand Relationships The first factor is the brand relationships in which the following variables were tested: a. Improved brand Image. Creating a feeling of loyalty c. Buying Decision b. Willingness to pay premium prices c. Increasing purchases Motivations The third factor measures the motivations to buy the products of a socially responsible firm through the following variables: a.

Preferring to buy the products of a socially responsible firm. Supporting the cause the firm is supporting. Supporting the ethical behavior of the company d. Increasing awareness of the cause they are supporting 4. Factor Analysis The second step in analyzing the data is through performing a factor analysis, using SPSS, through dimension reduction; from which the factors of the regression will be identified. As a result the factor analysis was performed while forcing the result of producing three dimensional factors. The results of the test are shown below: Table 1. The Table below shows that all the variables have an acceptable extraction values except for the last one You buy the products of socially responsible companies to increase the awareness about the cause they are supporting which is lower than 0.

Another important factor to check after running this test was the total variance explained table. Consequently, another factor analysis has been performed while excluding the insignificant variable and forcing the result of the analysis to three variables only. The results of the third factor analysis showed an improvement which is illustrated in the tables below: First it is important to check the communalities table 2 that is presented below Table 2. First of all, this communalities table shows an improvement in results whereas it is unlike the results shown in table 1 while in this table all the variables show significant values.

Finally, we check structure matrix to determine the correspondence of the variables to the factors. Table 3. The above Table shows that the presented nine variables are grouped into three main factors; whereas these results completely correspond to the previously presented model in the methodology section. To sum up these factors are grouped as follows: 1.

Brand relationship with the following variables: - Social Activities create a loyalty feeling towards companies engaged in CSR - Social Activities change your perception and Positively influence the brand image - You Believe that companies that undertake CSR strategies Offer better quality products and services 2. Motivations for purchase including the following variables: - Your purchase is based on your motivation to support the ethical behavior - You buy the products of a socially responsible company to support the cause regardless of other factors - If we consider that you have to decide between two similar products with the same specifications and features; you will choose the product of a socially responsible company over the product of a company that is not 3.

Buying behavior including the following variables: - The effects of CSR on your perceptions towards the company can be considered as the key factor of your buying decision - The efficiency and the effects of the CSR strategy motivate you to increase your purchases from a certain company - You are willing to pay premium prices in order to buy the products and services of a socially responsible firm. After eliminating the insignificant factors and defining the three dimensions and their variables that resulted from the dimension reduction process, the next step in analysis will be running a regression analysis; which will clarify the relation between the selected dimensions.

Regression Analysis In order to complete the analysis of this study, two regression analysis will be performed. The first regression analysis will include factors 1 and 3, while the second regression analysis will include factors 2 and 3. The first regression analysis will be conducted between the first factor Brand relationship and the third factor buying behavior ; while considering factor 3 as the dependent variable and factor 1 as the independent. The results of this regression are shown below: Table 4. This value shows the correlation between the included factors and their variables, indicating in this case a good level of correlation.

In this case R square is equal to 0. After identifying the correlation between the variables it is important to check the significance of the analysis by checking the Anova table which is presented below: Table 5. In addition, it is shown that the model is highly significant since the significance value in the regression row and the last column of the table Sig.

Another important result is F, which is equal to Finally it is important to check the coefficients table in order to write the regression equation, which is presented below: Table 6. The results of this regression are shown below: Table 7. After identifying the correlation between the variables it is important to check the significance of the analysis by checking the Anova table which is presented below: Table 8. Finally it is important to check the coefficients table in order to write the regression equation, which is presented below: Table 9. Discussion Many conclusions can be drawn from the results of this study. First of all, the results of the surveys validated the idea of the influences of CSR on loyalty, perception, and the belief in offering higher quality on the Lebanese Customer.

On the other hand, the results also showed the correlation between factors that motivate Lebanese customers to buy the products of a socially responsible company and their buying behavior. However, the results showed that brand relationship has more on influence on buying behavior than motivating factors. Therefore, Lebanese companies in whatever industry they are working should be responsible toward their society and use this concept to alter the consumer behavior toward their brands and products.

Conclusions The purpose of this study was to identify if there is a relationship between implementing CSR strategies and buying behavior. This study was based on several factors and variables in order to identify if the effects of CSR strategies will lead to a change in the buying behavior. Moreover, the study was based on the results of questionnaires, in order to perform two regression analysis studying the factors of brand relationship towards a socially responsible firm and his buying behavior; whereas, on the other hand the second regression analysis studied the factors that motivates customers and its influence on buying behavior.

Arevalo, Deepa Aravind, , "Corporate social responsibility practices in India: approach, drivers, and barriers", Corporate Governance, Vol. Seria Management Volume 17, Issue 2. All rights reserved. Table 1. Table 2. Table 4. Creating a culture that values every person and every experience. The employees feel empowered and know they are heard. Search goes here.

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Comcast Turning millions of incoming customer calls into a good thing. Lego Engaging in real-time and acting on insights improves satisfaction and increases revenue. How brands win with Medallia. AirBNB Airbnb pulls back the curtain to talk about innovative guest experiences. Anaplan Using the customer voice to drive best-in-class experiences. Atrium Health Leveraging new patient experience feedback to better serve their communities. Banner Health Improving patient experience across every customer touchpoint. Banorte Banorte uses the voice of the customer to continually transform the experience.

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With a holistic view of employee experience, your team can pinpoint key drivers of engagement and receive targeted actions to drive meaningful improvement. Understand the end-to-end experience across all your digital channels, identify experience gaps and see the actions to take that will have the biggest impact on customer satisfaction and loyalty. Deliver breakthrough contact center experiences that reduce churn and drive unwavering loyalty from your customers. A great place to start is with closed-loop follow up.

Closed-loop tools enable you to create follow-up tickets with customers who leave you feedback. Closed-loop feedback, or closing the loop , is the practice of following up with customers who have fed back to you. Rather than just treating feedback as useful data, companies who practice closed-loop feedback see it as the start of a conversation with the customer that can yield further benefits for both sides. Some businesses use closed-loop to follow up with promoters too, motivating happy customers and inviting them to share the product or service with a friend or join a customer advocacy program. Closed-loop feedback has been generating the interest of marketers and customer service professionals, since it delivers some significant benefits both long- and short-term.

While an unhappy customer might start to ring alarm bells, the most successful companies see it as an opportunity to resolve the complaint and keep the customer loyal. Customer loyalty is valuable, since it builds not only the customer lifetime value , but your brand equity. Customers who feel heard and know that you will take action on their behalf are more likely to be loyal , because they feel recognized and valued. Closed-loop feedback can also provide opportunities for employees to learn and improve. Cases that come to light in closed-loop systems can be used as a basis for training and best practice development, showing by example how to deliver great customer experiences.

Strong customer relationships and positive customer emotions translate into healthier revenues. To do closed-loop feedback well, you need to prioritize collecting customer feedback. This could be via surveys , intercepts or contextual feedback modules like buttons that you provide on your sites and apps, or by listening to feedback that customers provide spontaneously, like reviews and ratings your own or on third-party platforms social media comments or conversations with your contact center. You also need a platform that supports and enables closed-loop feedback. As well as baseline CRM functions, you need the ability to identify and track follow-up conversations and link the right people to the right cases at the right time.

A ticketing system is often the best choice. To help you respond quickly, accurately and proportionately, a closed-loop system requires a few essential components:. Watch a demo of Qualtrics Customer XM in action. For example, you might see that a particular demographic or location is consistently triggering a ticket. You can then dive into your data to find out why, helping to solve the problem and reduce the load on your customer service team. This can usually be done through an API to pass data back and forth between platforms.

To keep Case Study: Improving Customer Relationships customers happy, ensure you do the following: Updates. I Case Study: Improving Customer Relationships in two principles: Attitude The Cask Of Amontillado Symbolism Essay more important than capabilities. Decrease Case Study: Improving Customer Relationships to market. Discussion Many conclusions can be drawn from the results of this study.