Importance of Customer Satisfaction in Enhancing Business Growth

This business report proposal focuses on the crucial role of customer satisfaction in fostering business growth and development, using Marks and Spencer as a case study. The report begins by establishing the business context, emphasizing the significance of customer satisfaction in attracting customers and building long-term relationships. The project questions delve into the literature, proposed marketing strategies, and effective organizational applications. The report highlights the use of marketing strategies by Marks and Spencer to analyze customer needs and demands. It will employ secondary research methods to gather data, addressing potential ethical issues like informed consent and privacy. The planning section outlines a timeline for the report's completion. Furthermore, the report includes a professional and career development plan, focusing on enhancing communication, writing, and observational skills. The report concludes with a comprehensive list of references, including books and journals that support the research findings.

Business Report Proposal

Table of Contents
1. Report title:..............................................................................................................................................4
2. Business Context:....................................................................................................................................4
3. Project Questions:....................................................................................................................................4
4. Current/ preliminary research and relevant theory:..................................................................................5
5. Method of Inquiry....................................................................................................................................5
6. Identify ethical issues that you might face...............................................................................................6
7. Planning:.................................................................................................................................................6
8. Professional and career development skills.............................................................................................6
9. References...............................................................................................................................................6

1. Report title:
"To identify the importance of customer satisfaction in enhancing growth and development". A
case study on Marks and Spencer.
2. Business Context:
Customer satisfaction is important for an organization because this will help in gaining attention
of large number of customers. For developing money, businesses required to focus on their
customers are happy and satisfied their services and products. when company fulfill all demand
and needs of buyers so this will help in enhancing customer satisfaction level and also assist in
increasing growth and development level in effective manner (Phillips, 2016. This is required for
Marks and Spencer is to focus on customer satisfaction which helps in building relationship with
customers. Customer satisfaction is the key for developing and creating a long term relationship
with their buyers regarding products or services. The marketing term used to measure or evaluate
whether services or goods provided by a firm which reach with customer's expectation. It is
essential because this will provide metric to business owners and marketers so they can use it in
improving their business operations and functions. If company provide required products and
services to their customers so this will assist in building strong relation with them and make them
happy customers. For improving customer's satisfaction, company is mainly focus on latest
demand which want by buyers towards firm.

3. Project Questions:
● What do you want to identify in the literature?
In the literature review, the narratives and reviews of different authors and scholars regarding
company products and services (Phillips, 2016). It includes the current knowledge and
information and also finding theoretical and practical data which are related to the assignment. It
is an evaluation report of information found in the literature related to the selected area of study.
● What strategy do you intend to propose or focus on?
Marketing strategy is used by most of the organization which help them in attracting large
number of customers towards products and services (Tapscott and Tapscott, 2014 ). . This will
help in analyzing whole market demand and needs as per this they are developing required goods
and services for their buyers in better manner.
● Which organizations demonstrate effective use of the specific strategy you intend
to propose?
Marks and Spencer is mainly used marketing strategy which helps them in examining customers
demand and wants regarding new products and services. this is very effective strategy which
assist in drawn from market research and it focus on right product in order to reaching with
maximum profitability and income which assist firm in sustaining business in the large market
area (Li and et. al., 2016). Marketing strategy is a long term, forward looking approach which is
planning with the fundamental goals to achieving a sustainable competitive benefit.

4. Current/ preliminary research and relevant theory:
Marks and Spencer is the international company which deals in various new products and
services that offer to their customers. The proposed strategy which is used by company is
marketing strategy that will assist in gaining attention of large number of people towards firm
goods and services. Marks and Spencer is used PESTLE analysis which assist in analyzing
external and internal factors in better manner (Horlacher and Hess, 2016). This is required for
company is to examine whole market place for promoting their products and services in proper
way. The PESTLE is used by company for analyzing and monitoring the macro environmental
such as external or internal factors that have directly impact on business operations and
activities. This is used for identify the main aspects which occurs within an organization.
Moreover, the main competitor of Marks and Spencer is ALDI which is using Ansoff matrix that
firm attempts to grow depend on whether it market new and existing products in the new market
area. This will help in growing business operations and functions in other places for gaining
higher income in proper way. Ansoff matrix is the marketing planning model which assist
business determine its goods and market growth.
5. Method of Inquiry:
In this report, secondary source is used for collecting and gathering relevant data related to
research topic. It is available from other methods and it is already used in past investigation,
developing it easier for carry out further research (Deichmann, Goyal and Mishra, 2016). This
can provide a baseline for primary data in collecting the information which are relevant to the
research topic. it analyzing and examining the data in cost efficient in making full use of data and
information which collect and gather potential important new investigation. This will provide
accurate and authentic data which are helpful in completing the report in correct manner.
6. Identify ethical issues that you might face:
This is the survey and examination which includes some ethical issues which are faced by
company while completing the report (Audretsch and Belitski, 2017). Along with this, the study
of ethical issues can totally associated with effective and efficient approaches in which they
share real facts and figures. The major issues conducting an investigation such as informed
consent respect of privacy and anonymity.

7. Planning:
Introduction 12 days
Literature review 15 days
Research Methodology 2 days
Data analysis 15 days
Conclusion 2 days
8. Professional and career development skills:
Area of development Action Plan Target Date
Communication skills Attending seminars and
conferences for enhancing
interaction abilities and
gaining new information
25th December 2018
Writing skills Make notes and listen
everything carefully which
increasing writing skill. focus
on subject topic and improve
grammar or spelling of every
sentence in proper manner.
21st January 2019
Observational skills Keep journal details and
analyze whole topic before
began the report in better
manner.
15th February 2019
9. References:
Books and journals
Audretsch, D. B. and Belitski, M., 2017. Entrepreneurial ecosystems in cities: establishing the
framework conditions. The Journal of Technology Transfer. 42(5). pp.1030-1051.
Deichmann, U., Goyal, A. and Mishra, D., 2016. Will digital technologies transform agriculture
in developing countries?. Agricultural Economics. 47(S1). pp.21-33.
Horlacher, A. and Hess, T., 2016, January. What does a Chief Digital Officer do? Managerial
tasks and roles of a new C-level position in the context of digital transformation. In
System Sciences (HICSS), 2016 49th Hawaii International Conference on (pp. 5126-
5135). IEEE.
Knickrehm, M., Berthon, B. and Daugherty, P., 2016. Digital disruption: The growth multiplier.

Accenture Strategy, Tech. Rep.
Li, W. and et. al., 2016. e-Leadership through strategic alignment: an empirical study of small-
and medium-sized enterprises in the digital age. Journal of Information Technology.
31(2). pp.185-206.
Mazzei, M. J., Flynn, C. B. and Haynie, J. J., 2016. Moving beyond initial success: Promoting
innovation in small businesses through high-performance work practices. Business
Horizons. 59(1). pp.51-60.
Tapscott, D. and Tapscott, A., 2016. Blockchain revolution: how the technology behind bitcoin is
changing money, business, and the world. Penguin.