ECO 211 Lecture Notes - Lecture 18: Service Recovery

• School: University of Miami
• Department: Economics
• Course: ECO 211
• Professor: Lorca Maria

Document Summary

Strengths do each distribution channel have: brick and mortar stores close and direct contact with the customer, online store can offer more products, catalog appeals to consumers who don"t use online channels. Facebook: might consider using online forms, ordering through emails or create an app. Challenges to coordinate the different channels: 1. They need to have a consistent face to customers across all contact points: 2. Reduce the poor overlap in their variety and assortment: 3. They will need large sums of capital: 2. Study the economic power and level of income for these potential customers in each country. Credo = a place where the genuine care and comfort of our guests is our highest mission. Motto = ladies and gentlemen serving ladies and gentlemen. To respond to the needs of our guests. Hr activities to provide world-class service: 1. Customer service = the set of activities undertaken by a retailer to make the shopping experience more rewarding.