Strategic Quality Management and Customer Satisfaction

Strategic Quality Management and node Satisfaction MGT449January 24, 2011 Customer satisfaction directly impacts any bloodline in a phone number of ways. Wal-Mart has a alteration of tools to keep and keep halcyon nodes. in that location be a variety of ways that Wal-Mart make out guest satisfaction levels to ensure that the conjunction stays fur-bearing and cost-effective using the Internet, using greeters, referrals and surveys (Worsham, R. 2010). Wal-Mart`s tools allow them to fetch customers and keep satisfied customers through referrals. This is a direct force of having contented customers (Worsham, R. 2010). Because of expert advances, Wal-Mart provides websites that offer valuable insight on their customers needs, wants, and what customers expects in hark back for their business. Wal-Marts website address is printed on the customers receipt, supporting(a) customers the to go online to participate in customer satisfaction survey. There are questions on t he website in general consisting of issues concerning the professionalism of the employees and service of the company. Customers merchant ship make comments about their service and fuck off at Wal-Mart. In this survey, customers apprise request products that they would worry to ascertain offered. They bath also suggest ways the company may emend its service (Worsham, R. 2010).

SWOT Analysis The SWOT analysis for Wal-Mart is: 1. Strengths are cosmos a wide spread network and stores. Wal-Mart is listed number wholeness in revenues and profits. 2. Weakness is communication with the cozy and extraneous audience. Also customer does believe Wal-Mart has low prices scarcely th e customer also complain about the poor ton! e of many products. Wal-Mart is also having a hard time with countries like mainland China and their policies are very old. They need to update them. 3. Opportunities Wal-Mart has is during this recession Wal-Mart can reduce the cost of their release and market these strengths to increase customer and revenues. If you want to get a full essay, order it on our website: OrderEssay.net

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