Respond to both discussion post.
1. So, you really made me think about something when it comes to differentiation and managing relationships. So, companies must understand its core competencies. So how does this company actually determine its core competencies and how do they use it to satisfy its customers. Company was BMW
*From the first e-Activity, assess your satisfaction with the company you researched and make recommendations about how that company could modify its business-level strategy to both increase your overall level of satisfaction and to attract new customers. Provide specific examples to support your response.
The company I researched was Dunkin Donuts. I go there all the time to different locations and notice that some have an approach towards their customer verses others. There aren’t many locations that offer customer service as their number one goal. The CEO of Dunkin Donuts needs to build an employee/customer relationship program where the employee gets rewarded for customer satisfaction. For example, customers could vote every time they enter a Dunkin Donuts on different areas like customer service, the quality of product (was it made to satisfaction), was the dinning area clean, and have an area where customers can put down the names of their server at the time and rate their performance overall. Customers should get award points for voting or giving feedback as well as employees. Customers could win a free cup of coffee or a donut after so many votes or surveys completed. This would increase the number of customers each day because everyone loves something for free. Employees would work harder at their position level if it meant they were to be recognized and appreciated. Their award could be a day off with pay for a certain amount of points or a number of positive feedbacks. Employee don not realize that customer satisfactory is key point to any type of business because without consumers, there is no revenue, no revenue means no pay check.
*Analyze the five business-level strategies discussed in Chapter 4 to determine which strategy the company you researched most likely applies. Determine how your experience with that company might change if it switched to one of the other four strategies (your choice). Explain your rationale.
After viewing the five business level strategies, I come to terms that differentiation would best be suited for Dunkin Donuts. I say this just because of the way customers are treated verses the way all people should be treated. If employees knew the difference in value of customers over employees, they would see why customers are important. The managers at Dunkin Donuts need to differentiate loyal employees verses the laid back ones. If the business strategy level was shifted in another direction to cost leadership, Dunkin Donuts may have a problem. I say this because the more customers that leave unsatisfied, they may not return and go elsewhere like Starbucks. It would cost the company to decrease in revenue and other areas of expenses.