Order 972547: Phase 5
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Phase4-TheStoreFundamentalsofCarrefourandTesco1.pptxThe Store services of Carrefour and Tesco
NELSON ROMERO
FLORIDA SOUTHWESTERN STATE COLLEE
MICHAEL ENGDAHI
MAR3232
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Carrefour and Tesco
The retailers who invest much time and effort attract more customers in to their stores. Many a times you may be amazed to see how many retailers deal or pays little attention to their customers.
The retailers who invest much time and effort attract more customers in to their stores. Many a times you may be amazed to see how many retailers deal or pays little attention to their customers.
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Carrefour store
Carrefour has long waiting lines since the store appears to be under staffed.
It is very disappointing to visit this retail store only to see shopping carts that are half-filled abandoned by shoppers some who felt tired of waiting to be served at the check-out.
Some of the shoppers may feel annoyed after missing a particular item they wanted to purchase but there is no service provider to help them in finding the item.
Others may get annoyed because there is no service provider to provide the right information they wanted for a particular product.
Carrefour has long waiting lines since the store appears to be under staffed.
It is very disappointing to visit this retail store only to see shopping carts that are half-filled abandoned by shoppers some who felt tired of waiting to be served at the check-out.
Some of the shoppers may feel annoyed after missing a particular item they wanted to purchase but there is no service provider to help them in finding the item.
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Tesco store
Tesco has quick and efficient service as the store is well staffed.
Service providers in Tesco distinguishes themselves from Carrefour since they provide great customer service, they therefore add significant value to all the products they offer.
Tesco are Innovative and they are in the Big Middle simply because they try all their best to excel at great service factors.
Convenience in service provision is their rivers of good customer service.
Tesco has quick and efficient service as the store is well staffed.
Tesco are Innovative and they are in the Big Middle simply because they try all their best to excel at great service factors.
Convenience in service provision is their rivers of good customer service.
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How to implement better customer service
Tesco has employed the five sources of convenience in order to succeed.
In order for Carrefour to improve, they need to train their store service personnel so as to provide all the five sources of convenience: Access convenience, which ensures that they understand the location of merchandise as well as help the customers in locating it; decision convenience, they should be able to provide the appropriate information to the customers so as to have informed decisions when buying; transaction convenience, this is giving the personnel enough training transactions such as returns and check; Post-benefit convenience where the personnel is provided with the empowerment and training enabling them to rectify some of problems associated with post purchasing; and finally the benefits which ensures that the customers are assisted in understanding the benefits associated with the retail services and products that will result to more improved and enjoyable experience.
Tesco has employed the five sources of convenience in order to succeed. This include access convenience, decision convenience, transaction convenience, benefits convenience and post benefit convenience
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Key performance indicators
Carrefour has several problems that have seen the declining margins and falling sales over the past five years. This problem has affected Carrefour for long time as compared to Tesco. The last operating margin to be recorded was 2.7% and the company had to cut its dividend by almost half.
On the other hand, the earnings growth for Tesco set to increase. There is forecasted drop of around 5.3% in operating margin. Analysts also predict a modest increase in its dividends
Customers perception of value should also be considered.
Carrefour has several problems that have seen the declining margins and falling sales over the past five years. This problem has affected Carrefour for long time as compared to Tesco. The last operating margin to be recorded was 2.7% and the company had to cut its dividend by almost half.
On the other hand, the earnings growth for Tesco set to increase. There is forecasted drop of around 5.3% in operating margin. Analysts also predict a modest increase in its dividends
Customers perception of value should also be considered.
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references
Hui, Michael K. and John E.G. Bateson (1991): Perceived Control and the Effects of Crowding and Consumer Choice on the Service Experience, Journal of Consumer Research, 18 (September), 174-184.
