International Journal of Customer Relationship Marketing and Management (IJCRMM), Volume 9, Issue 3, Article 3, August 2018. This paper draws insight from the literature to propose a model interlinking key stages in the consultative selling process, customer engagement, and customer satisfaction. It is argued that customer journey should be designed as a process of empowering customers to make the right choices and the role of businesses should be to design and deliver products that meet with needs realized in the consultative process between the business and the customer. Even though this discussion is situated within the context of the retail industry, the findings could possibly be applied in various other customer relationship contexts as well.
Journal of Business and Retail Management Research (JBRMR), Vol. 12 Issue 4. July 2018. Interactions with consumers in a retail environment play a fundamental role to increase sales, improve satisfaction and promote loyalty among such consumers, at the same time of improve financial results that may sustain a company long-term. Such face-to-face or online interactions have several components that may cause an improved State of Empowerment perception resulting in a relevant satisfaction, thus, loyalty and retention. For such purpose, the actual study comes to analyze what are those behaviors or actions that bring into play such perception, and how such perception relates to an improved customers’ satisfaction. This document aims to prove the importance of such behaviors when interacting with consumers in online or face-to-face retail transactions, and how such behaviors need to be reflected and exploited when connecting with customers.
The Journal of Business & Retail Management Research, Vol. 11 Issue 2, January 2017.Big Five Personality Dimensions are considered important to understand how consumers behave and tend to prioritize aspects in a retail business environment. This research provides evidence of how the Big Five Personality Traits, including Extraversion, Agreeableness, Conscientiousness, Neuroticism, and Openness, are positively correlated to Customer Empowerment or a “state of empowerment” perception, and how dimensions of Conscientiousness, Agreeableness, and Neuroticism have a significant relationship with a State of Empowerment promoted among consumers. For such purpose, this research uses a multiple regression analysis and data of consumers around the world who have experienced face-to-face interactions in the retail industry.
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SMC University, 2015. Companies constantly seek to implement activities that may positively impact business transactions, using the information available and an enhanced communication among the people involved in such interactions. This dissertation describes the significance of Customer Empowerment and how such state of empowerment may influence Customer Satisfaction in the retail industry. The research sought to explain the importance of a customer orientation selling process, and how through reinforcing the aspects of discovering consumers' needs, discovering customers’ preferences, suggesting products to customers based on their needs, and explaining warranty terms to such customers in a business transaction, a “state of empowerment” is promoted. The quantitative correlational study utilized a web-based survey to measure the impact of Customer Empowerment on Customer Satisfaction and proposes the use of a consultative selling process integrating the independent variables of understanding customer’s needs, discovering customer’s preferences, explaining warranty terms, and suggesting customers products based on their needs, to promote such state of empowerment and Customers’ Satisfaction, based on a positive linear correlation found between these independent variables and Customer Empowerment, and between Customer Empowerment and Customer Satisfaction. Last, the results of this research provided evidence of how the Big Five Personality Dimensions, including Extraversion, Agreeableness, Conscientiousness, Neuroticism, and Openness, are positive correlated to Customer Empowerment or a “state of empowerment” perception, and that Conscientiousness, Agreeableness, and Neuroticism are dimensions that have a statistically significant relationship with Customer Empowerment based on a multiple regression analysis.
The Journal of Business & Retail Management Research, Vol-08, Issue-1, October 2013. The main interest of this document is to describe the importance of a localized marketing strategy and its implications when operating in the fast food industry within the Central America region, at the same time of illustrate the benefits in terms of customer satisfaction, loyalty, and growth in the short and long term that this type of strategy brings into context when applied correctly. For this purpose, a survey was conducted among consumers within the region, and as result of this, a positive relation was identified among localized food menus, new menus, and the recognition of an international brand, with a better customer satisfaction perception when operating among such industry. These findings may allow companies to determine based on their actual situation, the need to include new flavors, new meals, or develop new strategies that may take advantage of an international brand.
Universidad Francisco Marroquín, 1997. Analysis and design of information systems for financial services companies.
