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Running Head: WHAT IS OUR PLAN 2

What Is Our Plan?

Shawn Harden

Southern Wesylan

July 14, 2017

Peter Drucker's fifth famous five question: What is our plan?

The fifth question by Drucker focuses on what is our plan? After we have devoted time to understanding the mission, results, customer and what they value, we must put all of the data together to create a well-organized plan. In order for the plan to be effective, it must be well executed. As previously discussed, the goal of Electrolux Major Appliance is to deliver matchless appliance products while creating an Effortless Customer Experience. Based on research and firsthand information as a valued employee of Electrolux the following recommendations should be considered for implantation.

Recommendations

A Customer Appreciation initiative is needed to show the customers of Electrolux how much their business is appreciated. This initiative can include offering a special 20% discount to loyal customers. In order to effectively attract repeat customers a product based tracking should be added. Once the customer signs back in to the website the system would list their previous products and add an additional discount. At the close of the sale they could enter the Promo Code: Appreciate. The repetition will cause the customer to remember they are valued.

A Customer Service Survey is a great way to get honest feedback from a customer. Electrolux has gotten away from surveys due to the front-line agent being about to pick and choose who they submit based on the interaction of the call. Normally, irate customer would not get a chance to voice their concerns. This is known in the call centers as “Cherry Picking. In Cherry Picking only the sweet customers are heard, which distorts the results.

A company that understand they have a commitment to the community is a company that will win over the hearts of its customers. Community Involvement become free and positive promotion. Word of mouth can be your best advertisement. Going forward, Electrolux should expand their outreach in the community beyond the routine charities. Often times, people can grow complacent in giving the same year after year.

Implementing Net Promoter Scores into a business is needing to understand the voice of the consumer. The NPS measures and evaluate customer loyalty. The NPS is broken down into three categories. Promoters are loyal customers who keep buying from a company and urge friend and family to do the same. Passives are satisfied but unenthusiastic customers who can be easily persuaded by the competition. Detractors are unhappy customers who are at risk and spread the negative opinions.

Finally, to ensure Electrolux has the best manufactured product a “Millennium Team Advisory Committee” should be established to assist with the modern day needs of the customer. Millennium understands how other millenniums think. Often times, businesses miss the opportunity to explore a new market. The older market is settled and their expectation is for manual operations unlike millennium who are more geared toward technology.

References

Drucker, P., Kuhl, J., & Hesselbein, F. (2015). Peter Drucker's Five Most Important Questions:. Hoboken: Wiley & Sons.