service leader. If we can get customers to associate the Zappos brand with the absolute best service, then we can expand into other product categories beyond shoes.
- Vision
Whatever you're thinking, think bigger.
Chase the vision, not the money.
Zappos decided to be the very best at delivering customer service.
- Revenue
$ 840 million (2007)
- Employees
U.S Employee 1,665
service and luxury among the recession-resistant rich and careful pricing that makes its economy seats just dear enough is helping SIA gain market share in today's sluggish economy.
『Time Global Business : Singapore Airlines』
1) 실질적인 훈련
2) Role Playing
3) 우수 지상 서비스 프로그램
세계 최초의 A380 노선 보유
이베이eBay에서 첫
employees often learn more through the examples and lessons of mentors than they do in formal training.”
“Nordstrom customer services are always directed toward excellence. We are the best team workers. Nordstrom is a company always worried about the professional development of its employees. It provides proper training for facing actual and future challenges.”
“Management consiste
service leader. If we can get customers to associate the Zappos brand with the absolute best service, then we can expand into other product categories beyond shoes.
- Vision
Whatever you're thinking, think bigger.
Chase the vision, not the money.
Zappos decided to be the very best at delivering customer service.
- Revenue
$ 840 million (2007)
- Employees
U.S Employee 1,665
3. 현재 hotel 들의 major differentiating factor는 quality of service provided by employees directly to customers 라고 한다. 이를 부각시키기 위해서 hotel들이 하고 있는 effort들은 어떤 것이 있는지 논의해 보아라.
현재 고급 호텔들의 시설들은 서로와 비슷하거나 동등한 수준이라고 한다. 우리가 쉐라톤, 매리어트, 힐
services that are consistent with our mission by de-centralizing authority, empowering employees, exceeding customers' expectations, and continually improving by providing on-going education. To assist with our mission, we will focus on the following guiding principles:
- Safety will not be compromised
- Be customer driven, both externally and internally
- Develop the attitude that conformanc
고객과 종업원 사이의 상호작용은 시장이 성공하느냐 실패하느냐에 중대한 영향을 미치는 요소이다. 특히, 서비스 질은 중추적인 역할을 한다. 종업원에게 평균 이상의 관심을 기울이는 회사는 대부분 가장 성공하는 회사가 된다. 성공한 회사들은 종업원들을 잘 훈련 시켜서 처음부터 적절한 서비스
Exploration
Stable cultures - Low
-Non-bureaucratic approaches to customer service:
Employees can resolve customer service problems without having to consult a supervisor first.
Innovation and risk taking - High
- It is mentioned in their mission statement.
e.g. Providing flights to Hawaii without airplanes flying to Hawaii through the partnership with ATA
experts, and journalists writing about eBay. It gather together to talk about all things eBay, and in particular, how to leverage eBay as a business tool and community in order to grow an online business, source product efficiently, increase turnover and maximize revenue. Employee best practices in trading, bookkeeping, and customer service and discuss and learn about the future of eBay.
2. Competitor & Collaborator: companies related to fashion, skin care, and/or fitness, operating in the Apgujeong-dong area.
1) Hyundai department store service
- Providing VVIP customers who visit the store with fashion advice service.
- People who are not in the VVIP membership cannot be provided these services.
2) Love Body (Nae-mom-ae-ja-yeon-in) (http://cafe.daum.net/love-body