Customer Relationship Management - PDF

Added on - 21 Apr 2020

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Running Head: Customer Relationship managementCustomer relationship managementChanel and Louis Vuitton
Customer relationship management1Executive SummaryCustomer service is a crucial aspect for the success of any brand. This includes both pre salesservice as well as post sale service. As a part of understanding customer service we visited LouisVuitton and Chanel store located in Pacific Place, Hong Kong. We effectively noticed the staffbehavior, communication skills and attitudes and paid attention to small details like thecleanliness of the store, number of billing counters, seating arrangements etc. We even probedthe staff and tried to gather more information about the customer service standards of the brand.The report below summarizes our experience of the same and throws light upon the currentcustomer service standard of both the brands. Based on our analysis, we have provided a fewrecommendation that the brands can work upon for enhanced customer service.
Customer relationship management2Table of ContentsExecutive Summary.........................................................................................................................1Description of the shop....................................................................................................................1Summary of experience...................................................................................................................1Louis Vuitton...............................................................................................................................1Chanel..........................................................................................................................................1Customer Service Practices.............................................................................................................1Louis Vuitton...............................................................................................................................1Chanel..........................................................................................................................................1Communication abilities..................................................................................................................1Louis Vuitton...............................................................................................................................1Chanel..........................................................................................................................................1Recommended improvements.........................................................................................................1Louis Vuitton...............................................................................................................................1Chanel..........................................................................................................................................1Conclusion.......................................................................................................................................1
Customer relationship management3Description of the shopThe shops we visited were “Louis Vuitton, Pacific Place” and “Chanel, Pacific place”.Summary of experienceLouis VuittonLouis Vuitton is a leading lifestyle products brand specializing in bags, shoes and travelaccessories. The brand came into existence in 1854 and since then has been a leading lifestylebrand (Tak, 2015). It has over 460 stores in 50 countries across the globe (Berg, 2014). Wevisited the Pacific place in Hong Kong store in evening at 5:30pm. The store was easy to locateas their address mentioned on Google was clear. The store was quite crowded but still the salesteam was able to understand that we are potential customers and greeted us with a smile. Theywere all wearing black or grey color suits and looked professional (Dahlberg, 2016). Beforevisiting the shop, we can telephoned them but it went unanswered. We specifically asked forbags and shoes and the sales person assigned to us showed a great variety of them. We askedthem to show us eye wear sunglasses but they did not have them in store and apologized for thesame. They did not offer delivery of the products and told us that we can exchange them for fullrefund within 14 days or we can exchange the product for store credit within 1 month (Liu,2014).The store was elitist, sophisticated and classy. It had a very positive vibe. Most of the customerslooked rich and belonged to upper middle class of the society (Solomon, 2014). We asked themif someone from the headquarters visits this store and they mentioned that they send a dailyreport to the headquarters about their sales and in store items. And once a quarter someone visitsfrom the headquarters to take a look at the store ongoing. As a company policy LV sendsmystery shoppers to gain an idea about customer service. They did not offer any studentdiscount. Although they answered all our questions properly, they seemed to get impatient after30 minutes. This could be because the store was getting more crowded.
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