Nura Headphones-Customer satisfaction Improvement Project 2022
Added on 2022-09-28
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Running head: Nura Headphones-Customer satisfaction Improvement 1
Nura Headphones-Customer satisfaction Improvement
Name
Institution
Instructor
Date
Nura Headphones-Customer satisfaction Improvement
Name
Institution
Instructor
Date
NURA HEADPHONES-CUSTOMER SATISFACTION IMPROVEMENT 2
Nura Headphones-Customer satisfaction Improvement
Nura electronic intents to improve customer satisfaction in order to increase its customer base
and acceptance of the brand into the market. Before, the company has experienced limited brand
awareness and a low volume of sales because of the price of the product. Therefore, Nuru plans
to address the issue amicably by implementing customer management system which will
principate communication, customer feedback and organization flexibility. In return, the firm
will be able to attract more customers and earn more income.
Detailed Project Scope and objectives
The project plan intents to address prevailing issue by strengthening communication, and
manage contact and increase brand awareness. Development of social media presence, CRM web
system, kiosk, training, and advertisement will help establish a strong customer base, strong
brand, and quality customer service.
Detailed project (scope)
Nura company recognizes the importance of good customer experience as tools of gaining a
higher customer base and generating more sales. In effort to reach this, the company has to have
holistic overview of consumers’ needs and qualified personnel to deliver the required standard
of services. Therefore, the company has focused on five factors in order to achieve reach its
objectives.
Understanding customer needs: knowing the customer wants is invaluable for business as it will
be able to tailor its products and service to be congruent with consumer demands. Getting
customer-specific needs to call for collection and analysis of customer feedbacks (Meredith,
Mantel, S. J., & Shafer, 2017). Channels such as social media, emails, telephone calls, and
customer instant feedback at customer care desk are suitable for knowing what is required. The
company will get customer feedback from complains, suggestions and credit presented on
customer care desk, send an email and give a call to ask the customer about their shopping
experience and how they would love the firm to change (Mok, Shen, & Yang, 2015). This
Nura Headphones-Customer satisfaction Improvement
Nura electronic intents to improve customer satisfaction in order to increase its customer base
and acceptance of the brand into the market. Before, the company has experienced limited brand
awareness and a low volume of sales because of the price of the product. Therefore, Nuru plans
to address the issue amicably by implementing customer management system which will
principate communication, customer feedback and organization flexibility. In return, the firm
will be able to attract more customers and earn more income.
Detailed Project Scope and objectives
The project plan intents to address prevailing issue by strengthening communication, and
manage contact and increase brand awareness. Development of social media presence, CRM web
system, kiosk, training, and advertisement will help establish a strong customer base, strong
brand, and quality customer service.
Detailed project (scope)
Nura company recognizes the importance of good customer experience as tools of gaining a
higher customer base and generating more sales. In effort to reach this, the company has to have
holistic overview of consumers’ needs and qualified personnel to deliver the required standard
of services. Therefore, the company has focused on five factors in order to achieve reach its
objectives.
Understanding customer needs: knowing the customer wants is invaluable for business as it will
be able to tailor its products and service to be congruent with consumer demands. Getting
customer-specific needs to call for collection and analysis of customer feedbacks (Meredith,
Mantel, S. J., & Shafer, 2017). Channels such as social media, emails, telephone calls, and
customer instant feedback at customer care desk are suitable for knowing what is required. The
company will get customer feedback from complains, suggestions and credit presented on
customer care desk, send an email and give a call to ask the customer about their shopping
experience and how they would love the firm to change (Mok, Shen, & Yang, 2015). This
NURA HEADPHONES-CUSTOMER SATISFACTION IMPROVEMENT 3
information is thus significant if they are implemented to hone consumer experience.
Providing suitable information. Giving customer right product description in terms of quality,
price, color, and other feature is critical to ensure that company product is distinguishable from
others. So a strong brand in the market will enable the customer to identify it and attach value to
it (Dehgani, & Jafari Navimipour, 2019). Hence the firm will embark on advertisement to
promote awareness of the product among potential customers. Also, data of available customers
will be assembled in order to keep in touch with client through email at least once after two
months or during release of the new product.
Listening to the customer. Effective communication is essential to get customer feedback and
respond promptly. Customer loves quick response to their concern and convenient manner
which they can communicate their mind. As such customer care desk will be established where
customers can be attended at any working our time together with the tall free number (Kerzner,
2017). Furthermore, online presence for the company will be strengthened by having a person
who will manage email and social and respond to grievances amicably.
Training employees: workers are the one who directly interacts with the customer and therefore
they are supposed to have required competencies and skills to deliver quality work. Identifying
the skills gap and addressing the skill gap is essential to allow worker to work effortlessly.
Consequently, human resources will conduct need analysis to inform method and type of
training, hiring and succession program (Lloyd-Walker, French, & Crawford, 2016). As such,
the firm will have individual with the right skills who will be able to test, produce and meet
organization needs enhancing productivity and improve customer experience in long run.
Setting up centers in various regions is among the agenda of Nura. Nura intends to build several
kiosks that will be accessible to any customer who seeks firm services. These small branched
will solves products issue and promotes products to sell over specific geographical regions
(Noe, Hollenbeck, Gerhart, & Wright, 2017). Moreover, the center will promote firm products
by explaining to visitor about the company and distributing flyers and pamphlets (Meredith,
Mantel, & Shafer, 2017).
Project Objectives:
information is thus significant if they are implemented to hone consumer experience.
Providing suitable information. Giving customer right product description in terms of quality,
price, color, and other feature is critical to ensure that company product is distinguishable from
others. So a strong brand in the market will enable the customer to identify it and attach value to
it (Dehgani, & Jafari Navimipour, 2019). Hence the firm will embark on advertisement to
promote awareness of the product among potential customers. Also, data of available customers
will be assembled in order to keep in touch with client through email at least once after two
months or during release of the new product.
Listening to the customer. Effective communication is essential to get customer feedback and
respond promptly. Customer loves quick response to their concern and convenient manner
which they can communicate their mind. As such customer care desk will be established where
customers can be attended at any working our time together with the tall free number (Kerzner,
2017). Furthermore, online presence for the company will be strengthened by having a person
who will manage email and social and respond to grievances amicably.
Training employees: workers are the one who directly interacts with the customer and therefore
they are supposed to have required competencies and skills to deliver quality work. Identifying
the skills gap and addressing the skill gap is essential to allow worker to work effortlessly.
Consequently, human resources will conduct need analysis to inform method and type of
training, hiring and succession program (Lloyd-Walker, French, & Crawford, 2016). As such,
the firm will have individual with the right skills who will be able to test, produce and meet
organization needs enhancing productivity and improve customer experience in long run.
Setting up centers in various regions is among the agenda of Nura. Nura intends to build several
kiosks that will be accessible to any customer who seeks firm services. These small branched
will solves products issue and promotes products to sell over specific geographical regions
(Noe, Hollenbeck, Gerhart, & Wright, 2017). Moreover, the center will promote firm products
by explaining to visitor about the company and distributing flyers and pamphlets (Meredith,
Mantel, & Shafer, 2017).
Project Objectives:
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