developing competitive advantage
Post on 05-Dec-2014
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Developing competitive advantage through customer service
Presented by
Ana María Naranjo
Mónica Andrea Sánchez Rojas
Morrisons case studyWas founded over 100 years ago as a stall in Bradford market
Differentiating the business
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• Characteristics that stands out against other competitors
Achieving competitive advantage• Specialized employess
• In 2010 it employed more than 131,000 people
• Opportunities for learning and growth
Four components of customer service
1. Information
2. Specialist attention
3. After sales service
4. Convenience
Measuring customer service
• Quantitative• Qualitative
• HOT fhilosophy
The benefits of customer service
Developing colleagues to satisfy customers
Supporting business
objectives
A good customer service feeds directly into
strategies
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