Assignment Task
QUESTION 1 Refer to the 1st for Women case study in your case-study book when answering question 1. You can make your own assumptions based on the case study and the South African insurance industry when answering this question.
You are encouraged to conduct external research on 1st for Women to incorporate in your practical examples, with appropriate in-text references. Using practical examples that relate to 1st for Women, describe the six stages of relationship development. At each stage develop a typical customer persona describing how you think this customer persona will behave in that stage of the relationship.
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Get Help Now!Advise 1st for Women on which retention strategy it can use at each stage of relationship development to ensure that consumers remain with 1st for Women and progress to the next stage of the relationship. Support your choice of retention strategy.
QUESTION 2 Refer to the TFG case study in your case-study book when answering question 2. You can make your own assumptions based on the case study and the South African apparel retail industry when answering this question.
You are encouraged to conduct external research on TFG to incorporate in your practical examples, with appropriate in-text references. In a short period of time, the novel coronavirus, Covid-19, has overwhelmed the lives of people around the globe, including South Africans.
The Covid-19 situation has forced retailers to rethink what customer care entails and what customer service really means. How do you think customer expectations have changed since the coronavirus pandemic, and how can organisations meet these expectations? In your answer, refer to the five elements of customer expectation, and include an additional customer expectation element that retailers should keep in mind when they analyse their customers’ expectations.
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