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May 27 2015


Customer care and gratification

apple customer satisfaction

From the contemporary era, competition has increased as customers persistently expect retail businesses to fulfill and exceed their expectations. Because of the fact of homogeneity on the list of products provided by retail businesses, they may be increasingly focused towards delivering effective customer services to be able to gain competitive advantage. For such businesses, maintaining client satisfaction and trust is important to make certain repeat purchases by customers. Because they businesses work with an incredibly competitive environment, customers have many alternatives to switch the signal from other retailers, such conditions retailers are engrossed on the study of things that cause customer loyalty and retention.

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Retail business is a sort of buying and selling which a firm of business entity sell goods right to the end users. These businesses have direct relationships with customers, so that they are directly involved in providing goods coupled with services to the customer. In retail business, customer care and trust primarily depend upon the quality of services provided while they sell homogeneous products, on such basis as what type store can't be differentiated from others. The types of retail business include supermarkets, supermarkets, book stores, supermarkets and pharmacies.


Books-A-Million is a bookstore company also famous as BAM! (Books, toys plus much more). Oahu is the second largest bookstore chain in U.S since the company operates almost 200 stores in the united states. Independent of the goods they offer i.e. books, toys, stationary, etc. they're unique of their services. The bookstore has evolved an internet help desk for customer support. Customers can look into the status of these order or giftcard balance at customer care website of Books-A-Million. They are quick in answering their customers' complaint and requests.

With intent to supply unique and superior services entailed with all the prime products in the store, Books-A-Million make an effort to gain competitive edge over other bookstores. The major strategy adopted by the book shop is to achieve supremacy in providing quality and timely services to customers in order to generate repurchase intentions among customers. The customers' repurchase behavior depicts their amount of satisfaction together with the services in the company, satisfaction or trust ultimately leads to customer loyalty and customer care.


Wal-Mart is really a multinational retail company, operating a sequence of discount stores and warehouse stores. It's among the largest store chain operating 4177 stores in United States. The CEO of Wal-Mart stated that loyal and repeat industry is the important thing to generating profits of Wal-Mart Company. Moreover, he stated that customers are more loyal to our store because our associates treat them proficiently as compared to other stores. Wal-Mart has always dedicated to training and developing friendly associates who understand the indisputable fact that customer will be the king and act as outlined by customers' needs. Adopting customer-centered policies Wal-Mart has been more successful than rival companies who will be just focused towards increasing profits.

The service method of Wal-Mart includes employee appreciation at its core which ultimately results in customer care. It's been argued that Wal-Mart influences business of providing services for the customers while its competition is in the business of serving their CEO. The core principles of Wal-Mart include: customer could be the boss, providing value to customer, delighting customer, providing recognition to employees and concern for communities in which it operates.

Barnes and Noble

Barnes & Noble is a retail company. It's considered as the greatest bookseller company in U.S. and is the top seller of digital media and scholastic products across the nation. It operates 658 independent retailers and 714 college and university bookstores. Delivering satisfaction and repair quality to customers may be the prime policy with the company. Additionally, it provides online status information to customers relating to orders and record online orders and customer complaints and has a tendency to respond immediately. The main function of these entailed services is customers' satisfaction ultimately causing customer loyalty and dedication to the organization.

Customer Retention

With this era of highly competitive world, many experts have become difficult for businesses to retain their clients specifically for retail businesses simply because they provide homogeneous products. In these competition, superior service quality is simply the critical for get customers' satisfaction and trust. In the event the customer is content with the services of the company, he/she will mean to repurchase products from that company. The client's repeat purchase behavior is surely an indicator of customer's loyalty and commitment together with the company and he/she is not going to want to switch to any other company. It's evident in the research studies that service quality is paramount to retain customers.

Share of Wallet

It is a marketing term that means level of customer's expenditures on a particular service or product made available from a business. The proportion of wallet of each one product provided by a retail business might be calculated by tracking the sale volume of each product. It is a procedure that is utilized by organizations or businesses to calculate revenue generated from a specific customer. The proportion of each one customer on the total revenue with the company shows buying behavior of each one customer and frequency of purchases of particular products. A satisfied customer will contribute more on the overall revenue of the company.


Referral is also a marketing term, it can be basically considered in context of recommendations in regards to a particular product, service or perhaps the company. A satisfied customer generates positive person to person regarding the company and refers his/her friends and siblings to purchase products and services from the particular company. Alternatively, a dissatisfied customer generates negative word of mouth marketing regarding the company which might ends in losing existing and new customers.

Stock exchange Performance

Stock trading game performance shows the person and collective performance with the companies placed in stock exchange. The satisfied customers directly or indirectly increase the revenues and profits in the company who have a good affect the need for shares from the company and which ultimately cause a superior performance of the company on stock exchange which is comprehended through the frequency of trading of shares from the company.

It can be evident from your above explanation that in the current competitive world, retail businesses strive to gain competitive advantage aiming to differentiate themselves from their competitors. That is only possible through providing superior services to the customers. It has been argued inside the scientific studies that there's a significant and positive relation between service quality dimensions and customer care.

Moreover, many experts have investigated that a satisfied customer will work for the business enterprise as he/she show repeat purchase behavior and plays a role in the revenue with the business and generates positive recommendations about the business. These days, service quality and client satisfaction have become one of the most popular metrics in companies' effort to determine and manage customer loyalty and customer retention.

Don't be the product, buy the product!