Customer Service and Satisfaction

apple customer satisfaction
From the contemporary era, competition has expanded as customers persistently expect retail businesses to fulfill and exceed their expectations. Mainly because of homogeneity one of many products provided by retail businesses, they are increasingly focused towards delivering effective customer services so that you can gain competitive advantage. For such businesses, maintaining customer care and trust is essential to be sure repeat purchases by customers. Since these businesses operate in an incredibly competitive environment, customers have many alternatives to change to other retailers, in this conditions retailers are engrossed towards study of things that lead to customer loyalty and retention.

apple customer satisfaction
Retail business is sort of buying and selling that any firm of commercial entity sell goods straight away to the marketplace. These firms have direct relationships with customers, in order that they are directly associated with providing goods in conjunction with services on the customer. In retail business, client satisfaction and trust primarily rely on the grade of services provided since they sell homogeneous products, on such basis as which store can not be differentiated from others. The instances of retail business include supermarkets, grocers, booksellers, grocery stores and drug stores.


Books-A-Million is often a bookstore company also famous as BAM! (Books, toys plus more). It's the second largest bookstore chain in U.S because the company operates almost 200 stores across the country. Independent of the goods they feature i.e. books, toys, stationary, etc. these are unique inside their services. The bookstore is rolling out a web based help-desk for customer support. Customers can check the status with their order or coupon balance by visiting customer care website of Books-A-Million. They are quick in giving an answer to their customers' complaint and requests.

With intent to provide unique and superior services entailed together with the prime products in the store, Books-A-Million attempt to gain competitive advantage on other bookstores. The main strategy adopted from the book store is to achieve supremacy in providing quality and timely services to customers so that you can generate repurchase intentions among customers. The customers' repurchase behavior depicts their degree of satisfaction using 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 series of discount stores and warehouse stores. It's one of the largest retail store chain operating 4177 stores in U . s .. 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 company is 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 view the undeniable fact that customer is the king and act as outlined by customers' needs. Adopting customer-centered policies Wal-Mart continues to be more lucrative than rival companies who will be just focused towards increasing profits.

The service strategy of Wal-Mart includes employee appreciation at its core which ultimately leads to customer happiness. Many experts have argued that Wal-Mart influences business of providing services towards the customers while its competitors are in the industry of serving their CEO. The main principles of Wal-Mart include: customer could be the boss, providing value to customer, delighting customer, providing recognition to employees and concern for communities that operates.

Barnes and Noble

Barnes & Noble is a retail company. It really is viewed as the largest bookseller company in U.S. and is also the leading seller of digital media and scholastic products in the united states. It operates 658 independent retail stores and 714 college and university bookstores. Delivering satisfaction and repair quality to customers could be the prime policy from the company. In addition, it provides online status information to customers regarding orders and record online orders and customer complaints and tends to respond as soon as possible. The key function of these entailed services is customers' satisfaction bringing about customer loyalty and persistence for the company.

Customer Retention

On this era of highly competitive world, many experts have become difficult for businesses to retain their potential customers particularly for retail businesses since they provide homogeneous products. Such competition, superior service quality is the step to get customers' satisfaction and trust. If your customer is content using the services of your company, he/she will want to repurchase products from that company. The client's repeat purchase behavior is definitely an indicator of customer's loyalty and commitment together with the company and he/she will not intend to change to some other company. It is evident from your scientific tests that service quality is paramount to retain customers.

Share of Wallet

This is a marketing term that refers back to the level of customer's expenditures on the particular products or services available from a firm. The share of wallet of each one product made available from a retail business might be calculated by tracking the sale level of each product. This is a procedure that is employed by organizations or businesses to calculate revenue produced by a particular customer. The share of every customer to the total revenue of the company shows the acquisition behavior of each one customer and frequency of purchases of particular products. A satisfied customer will contribute more to the overall revenue from the company.


Referral can be another marketing term, it can be basically considered in context of word of mouth marketing with regards to a particular product, service or the company. A satisfied customer generates positive recommendations concerning the company and refers his/her friends and siblings to buy services and products coming from a particular company. However, a dissatisfied customer generates negative word of mouth about the company that might results in losing existing and new potential prospects.

Currency markets Performance

Currency markets performance shows the consumer and collective performance in the companies classified by currency markets. The satisfied customers directly or indirectly improve the revenues and profits from the company which may have a good influence on the value of shares with the company and which ultimately lead to a superior performance from the company on stock market which is comprehended through the frequency of trading of shares with the company.

It can be evident from the above explanation that in the present competitive world, retail businesses try to gain competitive advantage hoping to differentiate themselves using their competitors. This really is only possible by offering superior services towards the customers. It is often argued inside the scientific tests that there's a significant and positive relation between service quality dimensions and client satisfaction.

Moreover, it's been investigated that a satisfied customer is wonderful for the business as he/she show repeat purchase behavior and plays a role in the revenue with the business and generates positive word of mouth regarding the business. Nowadays, service quality and customer care have grown to be the most widely used metrics in companies' effort to determine and manage customer loyalty and customer retention.