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Customer Service at JetBlue Airways, 2007.
An overview of customer service and how it adds value for JetBlue Airways.
2,897 words (approx. 11.6 pages), 5 sources, MLA, $ 85.95
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Abstract
This paper examines how regional airline carriers can gain a competitive edge by providing quality customer service with a smile and how JetBlue Airways is evidence of this in action. In order to determine what JetBlue is doing right and what others are doing wrong in terms of the relationship between the company's crew members and its customers, and how these serves add value for the company, this paper provides an analysis of the case study, "JetBlue Airways - Adding Value." It also includes a critical review of the relevant peer-reviewed literature concerning this carrier and its customer service approach. A summary of the research and important findings are presented in the conclusion.
Outline:
Review and Discussion
Conclusion
From the Paper
"Even though words do in fact have power, it is probably impossible to force employees to be friendly and courteous to others, but it is possible to inculcate a corporate culture that encourages and rewards a friendly attitude towards internal and external customers, and this is precisely what JetBlue did to help accomplish the above-stated goal. "JetBlue has created a strong and vibrant service-oriented company culture. The company reinforces this culture by explaining to its employees the importance of customer service and the need to remain productive and keep costs down (Bodouva & Bodouva, 2004, p. 317). Indeed, JetBlue makes it clear to their employees that being courteous to each other as well as the company's customers is one of the reasons they have a job in the first place. "
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JetBlue Airways, 2005.
An overview of the company JetBlue Airways.
2,104 words (approx. 8.4 pages), 7 sources, MLA, $ 66.95
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Abstract
This paper provides a thorough overview of JetBlue Airways. It begins by discussing JetBlue's corporate background and then looks at major challenges currently facing the airline industry in general, and JetBlue in particular. An industry analysis is included and the paper ends with a summary and conclusion about the airline market.
From the Paper
"It appears that the airline industry will continue to struggle in the near future (3-5 years) (Peterson, 2004). Innovation among this industry has been stagnant and the structure of the industry desperately needs reform. However, JetBlue has an advantage in that the industry giants/multi-national firms are too large to react to the changing environment in a fast and effective manner. This creates a large opportunity for JetBlue to innovate and develop new cost efficient means of air travel. The terrorist attacks were a significant blow in exposing the weakness of the air transportation industry that were lingering for decades, but their needs to be a positive, defining moment where the industry innovates and decides to change the status quo and the industry. While Jet Blue has showed innovation in this area, the multi-national firms dominate the industry and they are not successful. The bottom line is without more leaders, the airline industry as a whole will continue to disintegrate and will not be an investment worthy area for years to come."
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Jetblue Airways, 2004.
This paper is a marketing analysis, including SWOT marketing objective marketing program financial data and organization, of Jetblue Airways.
1,130 words (approx. 4.5 pages), 7 sources, APA, $ 39.95
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Abstract
This paper discusses background information about JetBlue. The author includes issues of the company's nonunion structure, competition and revenues. The paper describes its advertising and its reliance on word of mouth promotion.
From the Paper
"JetBlue Airways was launched in with a commitment to bring humanity back to air travel. The airline flies AirbusAs configured with a single class of seats. All passengers are seated in leather seats with DirecTV live satellite television at the seat and the airline also features low prices. JetBlue serves the continental United States, Dominican Republic, Puerto Rico and the Bahamas. The airline often flies into second-tier airports such as Long Beach and Ontario, California instead of Los Angeles and Oakland instead ...."
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The Success of JetBlue and Southwest Airlines After 9-11, 2002.
The paper looks at the success of low cost carriers such as JetBlue Airways and Southwest Airlines in the light of the current financial dilemmas affecting the major North American network of carriers.
5,437 words (approx. 21.7 pages), 15 sources, MLA, $ 133.95
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Abstract
The paper analyzes how successful airlines like Southwest, JetBlue and the other low cost carriers have basically kept their costs down and satisfied the consumer demand for reasonably priced airline travel while maintaining consistent profits. The paper explores the significant factors that keep the major airlines in debt. The paper concludes that the major airlines need to make drastic changes, such as control costs and capacity, in order to overcome their financial predicaments.
Table of Contents
Problem Statement
Significance of the Study
Assumptions
Limitations
Review of Relevant Literature and Research
Research of Airline Industry Stocks
Jet Blue and Southwest Population
Results
Discussion in regard to 9-11
Conclusions
Recommendations
References
From the Paper
"Moving into the twenty-first century, commercial aviation has been on a steady decline. Profits have dried up and overall passenger travel miles are down. To make matters worse, the lingering effects of September 11, 2001 have almost completely ruined the entire commercial aviation industry. United Airlines is in the brink of nearly shutting its doors forever. American Airlines, Continental, Delta, US Airways, American West and Northwest all are experiencing their worst financial difficulties in their corporate histories."
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Customer Satisfaction Processes, 2008.
Examines extensively customer-centricity and customer and employee satisfaction in organizational structures and processes.
11,520 words (approx. 46.1 pages), 51 sources, MLA, $ 225.95
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Abstract
This paper explains that customer-centricity as a concept is applicable to virtually every area of the business paradigm. The paper also points out that customer satisfaction, as determined by many quantitative and qualitative factors, is the primary measure of the successful customer-centric organization.The paper further emphasizes that customer satisfaction and employee satisfaction can be seen as two sides of the same process. The paper then looks at ways that various companies utilize a consumer-centric approach that encourages the testing of new or amended policies in real-world situations.
Table of Contents:
Introduction
Customer Satisfaction and Total Quality Management
Customer Relations: Caring for the Customer as a Unique Individual
Marketing Programs
Sales Automation
Support/Services Automations Software
Employee Satisfaction
Working Environment and the Happy Employee
Good Customer Service and Treating Employees Fairly
Human Resources Management
Business Intelligence
Conclusion
From the Paper
"As computer manufacturers, Acer, and companies like it, would probably appreciate the electronic help that has become available in recent years within the field of customer relations. In today's business world, customer-centric organizations may take advantage of applications that are specially designed to handle the overall problems of customer relations. Customer Relationship Management, or CRM, software consists of programs designed to serve the needs of a company's customers - wherever those customers might be found."
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Customer Satisfaction or Loyalty?, 2008.
This paper explores the importance of customer loyalty vs. customer satisfaction for healthcare consumers.
1,274 words (approx. 5.1 pages), 6 sources, APA, $ 43.95
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Abstract
The paper looks at health care information via the Internet that has changed the way individuals manage their health and receive health care information. The paper explains that this has greatly impacted customer loyalty to a doctor since one can order medication or research symptoms, treatments and long-term prognoses online. The paper therefore concludes that customer satisfaction has become much more important to the healthcare consumer than customer loyalty to a doctor.
From the Paper
"When it comes to healthcare, people want to be satisfied. They often feel as thought they are not getting enough for their money, their doctors charge them too much, and their insurance companies do not pay for enough treatments and procedures. This being the case, they also doctor-shop to either (a) find a doctor that actually works the way they think he or she should, or (b) find a doctor that tells them what they want to hear. This comes down to a difference between customer loyalty (to one doctor, for example), and customer satisfaction (going from one doctor to the next until one is satisfied with the answer)."
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Customer Relationship Management, 2005.
An examination of customer relationship management (CRM) software environment vis-a-vis the airline industry and in particular British Airways.
2,700 words (approx. 10.8 pages), 5 sources, $ 106.95
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Abstract
The following research examines the customer relationship management (CRM) software environment vis-a-vis the airline industry and in particular British Airways (BA). After a brief recap of the airline industry currently and the history of the airlines general migration to CRM applications as a response to market events such as 9/11, a particular CRM related solution is proposed that can be integrated into current technologies.The paper examines the development of an individualized customer media center that incorporates many of the extant functional technologies into a customizable web-space that each consumer is awarded after a certain amount of frequent flier miles.
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Books about Customer Service, 2008.
This paper compare two books "The Myth of Excellence" by F. Crawford and R. Mathews and "Branded Customer Service" by J. Barlow and P. Stewart, which address the complex customer service issues.
1,550 words (approx. 6.2 pages), 2 sources, APA, $ 50.95
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Abstract
This paper states that Barlow and Stewart's "Branded Customer Service" does an adequate job of exploring the relationship between customer service and branding; however, Crawford and Mathews' "The Myth of Excellence" is a much more insightful and provocative study of advanced service management today. The author points out that Barlow and Stewart state that, in order to add value to a brand, the modern business enterprise must focus first and foremost upon customer service. The paper relates that Crawford and Mathews study the importance of customer service from not only a business perspective but also a cultural, social and psychological context. The author stresses that the central concepts of Crawford and Mathews are the values, which they argue, consumers are seeking in their relationships with modern businesses: clarity, ease, certainty and trust.
From the Paper
"Consider, for example, the common business practice of "high-low" pricing to sell new inventory at a higher price, and they radically discount it at sale prices later. The authors note that consumers began to become "suspicious" of this pricing strategy in the 1960s so that today: "The real problem with the traditional high-low method of pricing is that consumers simply don't trust it. They don't feel they're being rewarded at the lower sale price but, rather, that they're screwed at the higher regular price." The authors use this insight to explain the extraordinary popularity of the Every Day Low Price philosophy of the most successful retailer on the planet: Wal-mart."
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Customer Retention, 2005.
This paper is a study of the economics of the retention of customers.
10,950 words (approx. 43.8 pages), 0 sources, APA, $ 216.95
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Abstract
This paper presents a general review of the literature on customer loyalties to understand the return on investment (ROI) for holding a member for one, five or ten additional years and to understand the cost-effectiveness and programs of various companies in the banking, computers, and other competitive environments to demonstrate in what way membership organizations channel their resources. The author uses an exploratory comparative case study to analyze specific companies: Pacific Coffee Company, Canadian Imperial Bank, First Union Bank City Super, USAA, Mercedes, SunExpress, Telesales and PC Universe. The paper states that companies must develop a strategic that focuses their energy and resources totally on customer retention, customer relationships and the creation of customer loyalty and value so that attrition can be quickly identified and remedied and defection can be prevented. Tables
Table of Contents
Introduction
Introduction
Background
Purpose of the Study
Hypotheses
Definitions of Terms
Organization of the Remainder of the Study
Literature Review
Customer Loyalty
The Customer Loyalty Pyramid
Store Loyalty and Brand Loyalty
Return in Investment (ROI) of Customer Retentions
Customer Lifetime Value (CLV)
Research Methodology
Purpose of this Study
Introduction
Participant Samples
Research Design
Conclusion
Research Findings
Pacific Coffee Company
Canadian Imperial Bank
First Union Bank
USAA
Mercedes
SunExpress
Research Analysis
Conclusion
Recommendations
From the Paper
"Determining the CLV, or economic worth of a customer, is, in principle, a straightforward exercise. To calculate CLV, project the net cash son, household, or company whose revenues over time exceed, by an acceptable amount, the company costs of attracting, selling, and servicing that customer. This excess is called customer lifetime value (CLV). Customer lifetime value should be an important construct in designing and budgeting a number of marketing decisions such as customer acquisition programs (Dwyer, 1989). Recognizing its importance, many researchers in direct marketing have studied CLV and its managerial applications "
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Wal-Mart and Customer Relationship Management, 2008.
This paper explores how a customer relationship management (CRM) strategy can improve Wal-Mart's customer satisfaction levels.
2,528 words (approx. 10.1 pages), 15 sources, MLA, $ 76.95
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Abstract
The paper focuses on the declining trend in its customer satisfaction metrics within Wal-Mart's retail locations. The paper examines how a customer relationship management (CRM) initiative can reverse this. The paper shows how, for Wal-Mart, its CRM strategy must be anchored with an emphasis on personnel driven CRM solutions within the store, since its IT infrastructure and related CRM technology platforms are already industry leading applications. The paper explains how Wal-Mart can create a personal relationship with its customers and the closest retail location to those customers.
Outline:
Overview
CRM in Detail
An Example of CRM at Work
CRM's E-Commerce Solutions
Emergent Models
Conclusion
From the Paper
"CRM strategies have been in existence since commerce became a human endeavour and companies have historically always sought to satisfy their customers. Often an organization's CRM strategy is nothing more than a business owner's attempt to build a relationship with the organization's customers and this aspect still rests with executive leadership today (De Koning & Maravanyika). However, in the contemporary retail business environment CRM has been appropriated by IT applications and products designed to automate CRM efforts. Companies are rushing to automate and better manage their methods in which they have traditionally dealt with customers, including people who might not be considered customers yet, as well as develop completely new concepts in managing the customer from a service perspective. CRM applications incorporate the business functions of marketing materials, developing and maintaining customer histories, and coordinating a company's multi-faceted approach to interactions with customers."
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Successful Customer Service, 2005.
This paper discusses efficient and successful customer service and provides a book report of 'Raving Fans: A Revolutionary Approach to Customer Service' By Ken Blanchard.
675 words (approx. 2.7 pages), 1 source, $ 26.95
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Abstract
In this paper, the writer discusses that in making adjustments and adaptations to the particular business environment, the Area Manager has learned how to process customer service with the success and reliability that consistency offers. The writer points out that this is the final premise of 'Raving Fans: A Revolutionary Approach to Customer Service' by Ken Blanchard. The writer looks at how Blanchard presents a plot related to developing success and consistency in customer service relations in the business community.
From the Paper
"This book report will evaluate and understand customer service in 'Raving Fans: A Revolutionary Approach to Customer Service' By Ken Blanchard. Through realizing the three aspects of vision, customer needs, as well as incremental steps needed to apply these criterion in customer relations, Blanchard reveals the secrets of success for "Raving Fans" or customers. By analyzing the character of the golfer in relation to his fairy godmother, there is a storyline that reflects all of these principles in presenting a solid forum for customer service excellence. The first aspect of vision, is essential the lesson that the fairy godmother, Charlie, presents to an "Area Manager", whom she sponsors."
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Customer Loyalty in the Hotel Industry, 2006.
Examines the subject of customer loyalty within the context of the hotel industry.
1,736 words (approx. 6.9 pages), 7 sources, MLA, $ 56.95
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Abstract
Customer loyalty describes the tendency of a customer to choose one business or product over another for a particular need; customer loyalty becomes evident when choices are made and actions taken by customers. This paper analyzes and critically evaluates the various methodologies and techniques of customer loyalty in application to the hotel industry in its marketing management, supported by theoretical models, news excerpts, case studies and research articles focusing on the trends and the latest problems/issues concerning the industry. The paper includes a graph.
Paper Outline:
Abstract
Definition
Customer Loyalty in Hospitality Industry
Efficiency Measurement in Hotel Industry in terms of Customer Loyalty
Theoretical models/techniques of Customer loyalty programs in Hotels
Latest Problems/Issues Concerning the Industry/Organisation
Conclusion
References
Bibliography
From the Paper
"Academic analysis of the literature on customer satisfaction within the hotel industry brought forth an amazing lack of empirical data. Lewis and Nightingale (1991) commented that hotel companies have difficulty in measuring customer satisfaction and, in spite of the proven inefficiency of comment cards, many still rely upon them. However, they also make the point that Marriott regularly surveys its customers randomly and chains like Sheraton are always looking at how the room comment cards can be improved. Schneider and Bowen (1985) empirically demonstrated that customers and employees share perceptions and attitudes. It is therefore appropriate to use the employee perceptions of customer satisfaction as a reasonable measure of organisational performance in regard to customer loyalty."
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Customer Service, 2006.
A look at what it takes for an organization to provide good customer service and why it is important to a company's success.
2,262 words (approx. 9.0 pages), 4 sources, APA, $ 70.95
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Abstract
This paper explains that quality customer service is a key competitive advantage in today's marketplace and that companies that don't provide quality customer service will ultimately suffer for failing to do so. The paper also explains that in order for a company to provide the type of customer service that today's consumer demands, customer service representatives and managers must master the skills and techniques needed to deliver uncommonly good service. Finally, the paper discusses what these skills and techniques are and concludes that their application will result in increased sales, better products, and improved business efficiencies for an organization.
Introduction
Statistical Results of Studies on Customer Service
Difficult Customers
Good Customer Service
Conclusion
From the Paper
"For many American consumers, it is difficult to live and work amid today's service economy. Almost everyone has a customer service horror story. It may be about the customer-service representative whose standoffish remarks ruined a long-held high opinion of a company. It may be the contractor for an expensive job who never finished the work or returned calls. At any rate, discontent with bad service is increasing in America according to experts, many of who attribute it to demands for speed in the Internet age, and a refusal to accept anything less."
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Customer Retention, 2004.
An analysis of the strategic business issue of customer retention.
12,105 words (approx. 48.4 pages), 8 sources, MLA, $ 234.95
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Abstract
This paper discusses the theory and the practice of customer retention. In addition, the ideas of loyalty, intimacy, and satisfaction are studied to determine their place in the customer retention of today and the future. A better understanding of how organizations and customers define customer retention is vital to this study, as is learning how various firms measure customer retention. The paper examines how customer retention works and identifies what can be done by various companies to determine how best to serve their customers and keep them coming back.
Contents
Chapter One
Introduction
Statement of the Problem
Purpose of the Study
Importance of the Study
Scope of the Study
Rationale of the Study
Definition of Terms
Overview of the Study
Chapter Two
Review of Related Literature
Chapter Three
Methodology
Approach
Data Gathering Method
Database of Study
Validity of Data
Originality and Limitations of Data
Summary
From the Paper
"Customer retention has become very important as society continues to grow. When society was very young, there were only a few merchants and they only had certain things that they sold to those that lived and worked nearby. As the population expanded and demand for more things was created, more and more merchants and businesses were established. This created much more competition based on price and other factors, and one of these factors was the treatment of the customers so that they would return to purchase from that shop again. Thus customer retention was born, and it has continued to increase in importance as the population and their demands continue to grow."
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Customer-Centric Business Design.
This paper discusses the customer-centric business design. using the Coca Cola Company as an example.
1,050 words (approx. 4.2 pages), 6 sources, APA, $ 36.95
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Abstract
This paper explains that Coca Cola Company, which revolves its business around the customer's needs, wants. and demands, is structured on the framework of a "Customer-Centric" business design, composed of four strategic elements: customer selection, value capture, strategic control and scope. The author explains that the customer-centric model is a "pull-model", which embeds product innovation, manages demand proactively, and utilizes stochastic optimization methods to deal with variability. The paper concludes that the challenge facing companies today is the demand for redesign every five to seven years to achieve sustainable profit and shareholder value growth.
Table of Contents
Introduction
The Business Environment in Today's World
The Original Business Design of Coca Cola
Revamping of Business Design
Value Proposition and Core Competencies the Difference
Customer Satisfaction - Customer Loyalty
Summary and Conclusion
From the Paper
"A customer may be satisfied without necessarily holding loyalty toward the product of a company. For example, when someone enters a store to purchase a soft drink and that individual prefers Coca Cola to Pepsi but the store is out of the Coca-Cola product the individual who then purchases a Pepsi instead of going to another store to procure a Coca Cola product is satisfied with the Coca Cola product but not loyal in purchasing habits. The loyal customer will go to another store to procure the desired and loyally chosen Coca Cola product. The loyal customer is the higher valued customer by the company."
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