Chloe Jane B.

Macabalos
CA-201

Activity 2 – Finals – GGSNO1B

1. Based on your personal experiences, name one company or brand that you think gives the best
customer service and specify the qualities that make them stand out. (5 points)
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For me, when it comes to personal care, Nivea is one of the brands I mostly trust because of its
high quality and excellent customer service. They were listening to their customers or being
transparent about all I need to know about their product or service is always a top priority for
this brand. Furthermore, they are open and divulge all crucial details before purchasing so that
buyers may make an educated decision on the deal.
I've been using their products for about four years. It's difficult for me to pick skincare since I
have sensitive skin. However, Nivea is the perfect suit for persons with sensitive skin. Their quality
never goes out of style. For instance, I've tested different sunscreens in the past, but some of
them changed the texture of the product, such as clumping or pilling, as well as the fragrance.
Until I found Nivea sunscreen, it was a whitening sunscreen sun protection face cream with SPF
50. The best thing here is it has immediate UVA-UVB Protection, advanced Collagen Protect,
active Whitening Care effectively lighten skin, long-lasting moisture and protection, and water
Resistant and Non-Sticky that make it stand out.
Lastly, one of the most significant on their brand that makes them more stand out is that Nivea
believes in the positive power of the human touch. They were studying how it connects us with
our environment. And how it is affected by our diet and our emotions. They have set themselves
with ambitious sustainability goals. Their research teams are always changing formulae to make
skincare the best it can be while lowering environmental effects, and they collaborate closely
with green projects and other partners to develop new methods to positively influence the
environment. Developing skin care that is as light on the environment as it is on our skin is a task
NIVEA is eager to take on in all we do.
2. Name another company or brand that you think has the worst customer service and indicate
the qualities that they fail in. You may also give instances or personal accounts of these cases. (5
points)
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I think PLDT provides the worst customer service. My family was a long-time customer of theirs.
But every time we have a complaint regarding the internet connection, no one answers our calls,
even on their sites. It turns out that many other people were going through the same thing. There
was even a time when we didn't have an internet connection for over a week. They keep saying
that something is currently being fixed, and it will be two days before everything returns to
normal. But nothing occurs; the situation keeps repeating. It appears that they were lying to
consumers, which is why many individuals changed their WIFI, including my family. Basically, they
were failing to meet customer standards or expectations.
3. Give 5 different values that companies have which make brand loyalty possible. Explain (10
points)
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 Urgent delivery of value - Time is of the importance, and the time of the consumer should
always be prioritized. It is critical that the urgency of value delivery extends to the speed
with which calls, emails, and other customer inquiries are answered.
 Personalized service to every customer – The goal is to grab and sustain these little
chances. Instilling emotion is creating a moment that will keep consumers returning. For
instance, a modest gesture such as remembering someone's name or favored product
reaches deep into the customer's emotions, making his contact more memorable and
meaningful. Customer experience is crucial, and it requires originality and sincerity to
make it work.
 Hospitality in all engagements – Many people understand this, but many businesses fail
to recognize that all customers expect to be treated fairly, humanely, and with respect.
To be successful in a customer-service-oriented industry like hospitality, organizations
must prioritize employee engagement. Engagement enables businesses to thrive by
putting workers first, which benefits consumers by providing the best service possible.
 Transparency with the customer – Being transparent with the consumer about whatever
they need to know about a product or service is always a priority. Always remember to
be upfront and disclose all critical information before purchasing so that clients may
make an educated decision on the purchase. Sincerity, honesty, and openness ensure
long-term consumers.
 Consistency in delivering value – Consistency fosters trust and commitment. The key to
customer relationship management is to maintain excellence and to seek it at all costs.
The essence of this section is consistency, which produces long-term value for both
sellers and purchasers.

4. Give 5 various reasons why customers would lose interest in a certain brand. Explain. (10
points)
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 Relative price – Consumers are naturally picky when it comes to price, and they want to
get the most value for their money. A product's pricing should reflect the value it gives to
its customers or the perceived value it symbolizes.
 Proximity – Customers consider location to be one of the most important factors.
Customers' need for actual shop access may be one of the primary considerations for
most.

 Proactivity to customer needs – Customers like attentiveness and readiness to assist their
enterprises, particularly those in the service and hospitality industries.

 Global competition – There is increased rivalry in marketplaces as a result of free trade.

 Customers have options. Because the market is more competitive than ever before in
history, smaller companies find it difficult to create a place in the industry because it
requires start-ups to be more inventive, competitive in price, and cost-effective overall. If
the company cannot meet these three criteria, the start-up will cease to exist or will fail.

 Cost – Customers like attentiveness and readiness to assist them. The cost of any
company initiative is an important aspect of management. Major economic swings and
volatility may swiftly and dramatically alter the market's perspective.