• Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

Analysis of Good Customer Care Strategy of Mot Hennessy Louis Vuitton

Extracts from this document...

Introduction

Report Title: Analyses of Good Customer Care Strategy of Mo�t Hennessy Louis Vuitton Candidate's Name: Li Queena Major: 08 Finance Submission Date: June 23, 2010 Contents Page 1.0 Introduction 3 2.0 Customer Care Strategy 3 2.2 Customer Care Standards 5 2.3 The Methods of gather and analyze information 6 2.4 Review and Improve Customer Care 7 3.0 Conclusion 9 4.0 References 10 5.0 Appendix 11 5.1 Appendix A 11 5.2 Appendix B 13 1.0 Introduction The report has the purpose to analyses the Customer Care Strategy in Mo�t Hennessy Louis Vuitton (LVMH). There is a description on the development of the company's plan of customer care strategy. In addition, the report also has the purpose to detail the current standards of established customer care and considers methods that used to gather and analyse information from customers. Moreover, the report also detail the ways in which customer care strategy is reviewed and improved. The LVMH is considered as the world's largest luxury goods conglomerate and home of the most expensive brands. The Group offers exquisite brands ranging from wines and spirits, fashion and leather goods, perfumes and cosmetics, watches and jewelry, and selective retailing. LVMH holds an exclusive assortment of over 60 globally celebrated brands. The group was formed through mergers of champagne producer Moet et Chandon and Hennessy and Louis Vuitton in 1987. Since its creation in 1987, LVMH remarkably established its more than 1.800 stores worldwide through its strong growth dynamics. ...read more.

Middle

2.4 Review and Improve Customer Care LV continually improves the effectiveness of the quality management system through the use of the quality policy, quality objectives, analysis of data, corrective and preventive actions and management reviews. � Analyze the root causes of customer dissatisfaction and monitor agreed corrective and preventive actions � Actively review with manager on ways to improve the business processes � Review interaction points between customer care and continuously improve communication and process flows. � Actively advertising in all customer care centres a toll-free customer care help line where customers can report poor service. � Actively seek comments on a regular basis in order that LV continue to develop and improve our service. � Ensure that staffs are trained to achieve these standards and that they fully understand the standards that are expected of them. As personalization services, the Mon Monogram, is a good service, the firm can select more suggestion to improve it, such as build training programmes to capacitate staff, and encourage staffs to give ideas on how to provide more unique services. For example, the combinations can be more than just initials and stripes but pattern or other personal preferences. At the same time, services in shop should be enhanced, staffs should treat every customer equally, do not ignore people that seems he/she cannot afford the products. What's more, LV should connect customer more often after sales. ...read more.

Conclusion

5.2 Appendix B Dear Customer: As the manager of LV, I want to thank you for giving us the opportunity to serve you. Please help us serve you better by taking a couple of minutes to tell us about the service that you have received so far. We appreciate your business and want to make sure we meet your expectations. Sincerely, Yves Carcelle 1. the quality of customer service you received in LV 1 ? 2 ? 3 ? 4 ? 5 ? If was unsatisfactory, would you please describe what happened? 2. the process for getting your concerns resolved was: 1 ? 2 ? 3 ? 4 ? 5 ? 3. please think about the features and benefits of the product, you bought 1 ? 2 ? 3 ? 4 ? 5 ? Please describe why you not satisfied with the product. 4. the customer service representative was very courteous and was very knowledgeable 1 ? 2 ? 3 ? 4 ? 5 ? Are there any other comments about the customer service representative you would like to add? 5. Are you satisfied with the process? 1 ? 2 ? 3 ? 4 ? 5 ? What should be improved, such as the waiting time, on-line system, etc. 6. Has the cost advice provided to you been sufficient and adequate for your needs? 1 ? 2 ? 3 ? 4 ? 5 ? If not, in what area: 7. Have you any specific complaints? 8. Have you any specific thanks? 9. Analyses of Good Customer Care Strategy of LVMH 3 June 23, 2010 ...read more.

The above preview is unformatted text

This student written piece of work is one of many that can be found in our AS and A Level Case Studies and Analysis section.

Found what you're looking for?

  • Start learning 29% faster today
  • 150,000+ documents available
  • Just £6.99 a month

Not the one? Search for your essay title...
  • Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

See related essaysSee related essays

Related AS and A Level Case Studies and Analysis essays

  1. Marked by a teacher

    Business Culture & Strategy Analysis Of JD Wetherspoon

    4 star(s)

    it now has more than ten of these hotels, all of which have bar facilities attached to them. Weakness: * Decreasing profitability With the increase of competitors and substitutes, sales and profit growth in JD have slowed down. The share price is also declining.

  2. Unit 9: Marketing Strategy

    R This target is realistic as there are no other bakeries in Sutton-on-Sea meaning no competitors in the immediate area. T This target is definitely time related as it is obvious from reading the objective that it should be met within the first 12 months.

  1. SWOT Analysis

    According to The Star newspaper, Kapoor (2006) stated that "various cola brands continue to be toxic and hazardous to health." This is an opportunity for YHS Company because the demand for coca-cola will be affected because of this news. Consumers will therefore pay attention to healthy drinks if they want to buy soft drinks.

  2. SWOT analysis of Disneyland Paris

    This would increase customer satisfaction by not having to wait as long for the attractions they wish to see, making Disney have a higher chance of gaining repeat custom which will increase both sales and revenue for the business. This shows Disney offer their customers an excellent customer service, as

  1. The main purpose of this research is to know and analyze whether the Olympic ...

    Many countries are trying to stand in the race in order to host the Olympics Games in their home country. [1][runtheplanet. (2010)]. This time London which belongs to United Kingdom has been permitted to host the Olympics Games in the year 2012.

  2. NETFLIX CUSTOMERS SATISFACTION

    It did not introduce the monthly subscription concept until l?te 1999. Since then it h?s built its reput?tion on its policies of h?ving no due d?tes, l?te fees, or per-title rent?l fees. Netflix w?s born ?s ? result of ?

  1. Assignment 1 - Understand the legal requirements for a valid contract

    They took it in turns to fill in the entry form and pay but all the entries were made in the grandmother’s name. One week they won £750, but the grandmother refused to pay and the granddaughter sued her. It was held that it was more than a domestic or social agreement.

  2. Customer Service Analysis Between MacDonald Hotel and Chester Zoo.

    For catering they have 3 restaurants where you can enjoy anything from a hot meal through to afternoon tea or you can bring your own lunch and enjoy a picnic in one of their beautifully landscaped gardens. For children they offer a children?s adventure playground, interactive activates, discovery trail and face painting.

  • Over 160,000 pieces
    of student written work
  • Annotated by
    experienced teachers
  • Ideas and feedback to
    improve your own work