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, Starbucks personally oversaw the roasting process, in addition to controlling the distribution process to retailers.
3. Service: Starbucks made sure that its employees or as Starbucks call them "partners" undergo through two types of training. The first type (hard skills) which is using the cash registers, mixing and preparing the drinks. The second type (soft skill) which is being enthusiastic while communicating with customers. For example, partners should practice eye contact with customers, smile and welcome them in addition to have small conversations with them. After that Starbucks service would be great and customer satisfaction would be accomplished.
4. Partner satisfaction
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should call center agents be measured on NPS and CSI (it is after all the customer’s opinion)? How do I know the customer is rating my service and not that of the company as a whole? How do I know that the scores are accurate?
Within the Cell C call center the questions I posed above are some of the questions I get asked as a team leader to help my agent better understand what is expected of them and why .I understand that we ask the customers to rate our service so that we can measure how good or bad the services we are rendering to our customers are and also so that the business can learn through our customers where our energies need to be focused and how it is that we as Cell C could
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1. Trends in customer service are changing. Many corporations are making personalized customer service an important part of their image. As a marketing intern for a well-known national chain, you have been asked to evaluate these trends. What do customers today expect? How are other national chains capitalizing on these trends? In addition to evaluating the trends, offer recommendations to the company.
A marketing mix focuses on the four p’s. Product, price, place and promotion act together to help reach customers as a unit and independently. The four p’s are used to develop strategies for marketing and when used well, have proven to be successful (Martin, 2014).
NIVEA uses mix
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Part 1 Dissatisfying Service incident 2
* Circumstances Leading to the Incident 2
* What Occurred During the Incident 2
* What made the Incident dissatisfying 3
* What could or should have been done differently 3
Part 2 Critical Incident Analysis 4
* The customer gap 4
* Type of encounters that occurred 4
* Source of displeasure/pleasure 4
* Dimensions of the servqual scale 5
* Reliability 5
* Responsiveness 5
* Assurance 5
* Empathy 6
Provider gap 1 The listening gap 6
* Inadequate service recovery 6
Provider gap 2 Service designs & standard gap
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BANKING SERVICES AND CUSTOMER'S SATISFACTION IN QATAR: A STATISTICAL ANALYSIS*
Khalid Al-Sulaiti Abdullah Al-Khulaifi Fawzi AI-Khatib
College of Business and Economics Qatar University
The main objectives of this study are to evaluate bank customer expectations of service quality and to assess whether bank services provided by these institutions are satisfactory to Qatari customers. The study also examines empirically the determinants of the buying behavior of bank customers in Qatar. A questionnaire for such purpose was designed and different statistical methods were applied. The policy implications to be derived from such statistical findings is that bank's management
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HEAT is an effective customer service technique that you can use to calm down your customers.
Note: Heat (developed by John Hartley) is taught in most of the customer care courses including NVQ customer care.
The Four keywords of HEAT:
4. Take Ownership
Hear – Show your customers that you are listening to them actively. Don’t distract or interrupt your customer while he/she is talking.
Let him/her finish his/her words.
Empathize – After expressing his/her feelings, the customer want to make sure that you understand his/her problem. So, you should acknowledge what the customer tells you. Let your customer know that you
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National income figures are used to compare the standard of living between countries and usually income expressed in dollars, however, these figures can be misleading and useless because the exchange rate is set to artificial level.
Many people believed that the camera never lies, however, this is not always the case because making hard to question the evidence before our eyes, is the main property of photography, although snaps bring a feeling of sentimental, a good source of keeping best memories alive.
The idea of plagiarism is undefined in some cultures and periods, therefore, it is hard to consider the Shakespeare’ poetry as a plagiarised, nevertheless, this term becomes
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TAITA TAVETA UNIVERSITY COLLEGE
DEPARTMENT: BUSINESS STUDIES & ECONOMICS DEPARTMENT
UNIT: HPS 2405: MANAGEMENT OF CUSTOMER SERVICE (45 Hours)
PRE-REQUISITES : None
* Instructor: Thomas Makungu
Meets: Monday 1400 to 1700 Hrs AB4 006 Main Campus
Contacts: E-mail: firstname.lastname@example.org
Phone: 0722 393 653
Office Hours: Monday - Wednesday- 0800- 1700 Hours.
This Course will equip Students with the skills required to confidently manage high levels of customer service. Students will look at different types of customers and the ways in which they behave. It will give enable them to be able to solve difficult situations and manage awkward
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For the article, “why service stinks”, please answer the following questions:
Does service really stink? What are the negative effects of reducing service to some customer? Please provide an example.
Service really stinks. Nowadays company just emphasizes on potential customer and valued customer. If you fall below on these two categories, companies rather lose you than take time to serve you. Company are smart on checking customer background based on existing information and pass transaction history. Based on the pass history can determine customer value. Companies believe that serve a value customer is easier than looking for a new customer to buying the product. Meanwhile, based on
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Innovative widget has been operating successfully for over 50 years and it is the largest manufacturing company in Australia.
Vision of the company
* Implement and internal culture of excellent customer service
* Produce a vision and mission statement
* Implement a policy and procedures for identify customer needs
* Implement a policy and procedures for customer feedbacks
* Implement a policy and procedures for managing complaints
* Utilize the results of the RATER surveys to modify widgets standards
* Acceptable tolerance +/- 5%
* Loss of 40% of sale
Existing machineries produce 70% of widgets with
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Measuring Customer Satisfaction at American Express
American Express is a world wide travel related service company. American Express works with both consumers and business with their financial planning as well as offers numerous amounts of credit card products and travel assistance. They have many products and services that are used throughout the world by consumers and businesses. As American Express moves towards the future, like most credit card companies, they want to be competitive and responsive to the needs of the consumer.
American Express sends out customer service surveys to the card members that call in to the telephone service center. The surveys are sent out
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customer loyalty? In what ways do they attempt to build long-term relationships with customers?
2. How do ripple effects escalate the problem of the lost customer?
BUSN 258 Week 2 Assignment
For more classes visit
1.What are some factors (patterns of behavior) that project a company’s culture? List several examples from organizations you work in.
2.What are three major elements that complicate listening? Give customer-service related examples of each.
BUSN 258 Week 2 You Decide
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TABLE OF CONTENT
Part I Pg 2
Service encounters, service relationship and level of customer contact.
The framework of evaluation of services encounter
Part II Pg4
Customer expectations and customer emotions in the services encounters
Customer Satisfaction and Service Quality
The rate of service quality, Service failure and service recovery
Part III Pg5
Recommendation: Service gaps model 8
Part IV Pg6
The purpose of this
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Services have special characteristic and service quality can vary. Therefore, satisfaction is harder to achieve and service recovery and customer’s retention is key service management tasks.
ervices have special characteristic and service quality can vary. Therefore, satisfaction is harder to achieve and service recovery and customer’s retention is key service management tasks.
Customer expectations play a crucial role in shaping satisfaction evaluation. The expectations are formed through past experiences, brand image, word of mouth
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be developed. Many customer will favour in the network, have a many loyal customer, reduced churning of subscribes in other network and it is possible that many customer or subscriber get attracted because of the new and improving service.
We therefore conclude that Chum is an integral part of the telecom business, in other words there is a large number of floating customers. To capitalize on this, operators have to create various type of services, focus on customer care and improve quality service. At the same time, operators will have to think of new loyalty schemes to give incentives to loyal and high customers.
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BSBCUS301A – DELIVER AND MONITOR A SERVICE TO CUSTOMERS
Critical aspects to be demonstrated to achieve competency in this unit:
❑ identifying needs and priorities of customers
❑ distinguishing between different levels of customer satisfaction
❑ treating customers with courtesy and respect
❑ responding to and reporting on, customer feedback
❑ knowledge of organisational policy and procedures for customer service
TASK 1 – Supervisor’s Verification Report
Arrange for your workplace supervisor to complete the Supervisor’s Verification Report to attest to your customer service methods and abilities in the workplace. Submit the signed
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27. 3.7 Data analysis 27
28. Conclusion 28
29. References 29
This research is to determine the factors explaining the service quality in the Islamic banking system in Malaysia. Data collection is complete by using research questionnaire. The factors that affect the services quality of Islamic banking consists of customer satisfaction, customer loyalty, customer perception and switching cost. In the research study the questionnaire will be conducted on the area around the Kota Damansara which located at Petaling Jaya, they are 150 questionnaire will be issue to the respondents. The target respondents will be the bank customer who
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as the degrees to which a communication technology can create a mediated environment in which participants can (one-to-one, one-to-many, and many-to-many) both synchronously and asynchronously participate in reciprocal message exchanges. In the marketing context, interactivity is not limited to messages, but encompasses monetary transactions and product, service, and relationship experiences. Interaction response capacity represents the degree to which the firm is capable of offering successive products, services and relationship experiences to each customer by dynamically incorporating feedback from previous behavioural responses of that specific customer individually, and of other customers
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The 7 Ps or marketing mix consists of the following 7 elements:
- Physical layout
- Provision of customer service
The 7-Ps or Extended Marketing Mix of Booms and Bitner is a Marketing Strategy tool that expands the number of controllable variables from the four in the original Marketing Mix Model to seven. The traditional Marketing Mix model was primarily directed and useful for tangible products. The 7-Ps model is more useful for services industries and arguably also for knowledge-intensive environments.
Booms and Bitner's expanded the marketing mix by adding the following 3 additional P's:
5. People: All people directly or
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(Liljander and Strandvik, 1993) in dealing with customers once complications arise. The peace of mind describes the customer’s assessment of all the interactions with the service provider before, during and after the purchase of the service. This dimension includes statements strongly associated with the emotional aspects of the service (Edvardsson 2005; Klaus and Maklan 2011).
Literature suggests that the critical importance of customer experience leads to increasing customers’ satisfaction, loyalty, confidence or trust and the creation of emotional bonds with customers and competitive advantage (Johnston and Kong, 2011) for the enterprise. Therefore, to help travel agency/ies increase
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Harvard Business Review
The four things a service business must get right
The Four Things a Service Business Must Get Right
This article talks about the four things a service business must get right. These Four are the offering, the funding mechanism, the employee management system, and the customer management system.
The offering is based on service attributes. Is the service friendly, convenient or does the firm target for excellence. Another aspect of the offering is which attribute does
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is poorly designed, it would not create meaningful value for customers, even if the rest of 7ps are well executed. So the marketer’s job is to visualize the product in front of the customer. Product can be classified in different ways:
* Core product
* Supplementary product
Core product: Core product or service is the central component that supplies the principle to the customer.
Supplementary product: Supplementary service augments the core product. Those services enhance value and appeal.
Core product of western union money transfer:
In case of Core product for western union is transferring the money from one place to another even from one country to another country. A person
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connected customer who uses traditional and digital shopping channels simultaneously throughout the purchase journey.
3. Touchpoints: all of the communication, human and physical interactions your customers experience during their relationship lifecycle with your organization.
4. Customer experience: the entirety of the interactions a customer has with a company and its products.
5. Customer journey: the series of interactions people have with a company via all available channels such as telephone, web, branch, marketing communications and service interactions.
6. Customer journey mapping: customer-focused technique for the development of innovative service
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Assignment 1- Entrepreneurship case Netflix
1. Describe the elements of the exchange process as they occur between Netflix and its customers.
Netflix allows customers to pick from a verity of subscription plans, then they send out three DVD’s from the top of the customers list. After the customers views the DVD’s, the customer simply sends the DVD’s back to Netflix, and the process repeats itself.
2. Which marketing management philosophy does Netflix subscribe to?
Marketing orientation, they focus on what the customer wants; they distinguish themselves in the marketplace by cost, convenience, and service. They listen to what their customers want. They provide
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In, Out, and Far, Far Away
Instructor: George Kaye
December 11, 2012
In, Out, and Far, Far Away
For this Case Study, I chose two companies with which I am very familiar: In-N-Out Burger, and Saberforge.com. The industry of the two companies is quite different if not polar opposites, and through my own personal experiences and research, I found the aspect of customer relations between them to be just as different. To put it into perspective from the point of view of a Star Wars fan; if the customer service from Saber Forge was like the planet Alderaan, then In-N-Out would be like the Death Star: completely blowing them away.
I very recently
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M512 MARKETING STRATEGY
I have neither given nor received unauthorized aid on this assignment
1. What factors accounted for the success of Starbucks in the early 1990’s? What was so
compelling about the Starbucks value proposition?
The success of Starbucks in the early 1990’s can be attributed to Howard Schultz’s vision of
the Starbucks brand. Schultz inspired of a company which would make the customer the
centre of its success and would change the coffee drinking experience in the U.S. In order to
achieve this, Schultz successfully utilized his human resources by establishing benefits that
would force those resources to create value in the process
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get their cat fixed. Lastly, implicit services which is a psychological benefits that a customer may sense. The attitude of employees at Village Volvo is very professional and friendly. The service manger tells the customer what needs to be fixed before working on the car. Some time if the time allows they even go for a small drive to see how the car is running. They also have a waiting room. Where a customer can wait while there is work being performed on their cars. In short, Village Volvo take care of their customers well being and their comfort.
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, what is it?
Financial service comes under the broad service sector which is defined as any act or performance that one party can offer to another that is essentially intangible and does not result in the ownership of any thing. Its production may not be tied to a physical product. It has the following characteristics: Intangible – cannot be inventoried, not easily patented, cannot be displayed and priced. Heterogeneous – service delivery and customer satisfaction depend on the employees and customer actions. Simultaneous production and consumption Perishable – service can not be returned or resold. Marketing strategies for service sector involves the seven (7) marketing mix – product
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The Personal Touch
Alejandra Marroquin Velazquez
Lasell College, MGMT703
March 30, 2015
This case study presents that customer service is very important for FedEx, a global leader in shipping industry. FedEx is one of the largest organization with 275,00 employees and independent contractors handling an average of 6 million packages using 669 aircraft and 71,000 trucks. FedEx servers more than 220 countries and territories, while serving these territories and delivering millions of packages, inevitably packages are delayed, damaged or gone missing. To get answers to all these issues customers call FedEx call center. FedEx employs 4,000 customer services reps in 65 call centers
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problem with missing values is not so much reduced sample size as it is the possibility that the remaining data set is biased. The imputation of values where data are missing is an area of statistics which has developed much since the 1980s
Results and discussion
In order to test the first set of hypotheses (H1.1 to H1.5), a paired ``t'' test has
been carried out to check for differences between service quality and customer satisfaction with respect to the five factors. The results are summarized in Table III. The results indicate that service quality and
customer satisfaction vary significantly with respect to all the five factors. This underscores that fact
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and brand choices.
Lifestyle is a pattern of living that one expresses. A person’s activities, interests and opinion are important factors to consider when profiling a person for this bank. It gives the bank a better view on how the person views the world instead of trying to change that view they use it to try and fit the need of the customer.
Personality and Self-Concept can be useful when trying to analyze the consumers behavior for this bank. Knowing the personality of a customer can help dramatically with customer service. When a person feels that they are known and understood it puts them at ease and will continue to use the service.
Perception will determine how a person acts
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accessible, highly rewarding multichannel
interactions. In one example of many, one leading
mobile operator employed eCare initiatives to reduce their total call center volume by 20 percent in
just eight months, lowering costs significantly while
elevating their net promoter score (NPS).
McKinsey conducted its first eCare consumer
survey in the second quarter of 2012 to more fully
explore eCare dynamics. The survey addressed
2,000 respondents in France – customers of the
main telecoms operators in that country. Its key
focus was on understanding the differences in
customer service between digital and traditional
channels for telcos and on identifying roadblocks
to adopting digital
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. Our customers provides us with feedback and according to our previous customers, our customer service satisfaction is averaged at 10 out of 10. We offer money back if the customer is not satisfied with our catering service.
* Variety. We are partnered with over twenty restaurants to provide you a wide variety of food.
* Membership program. We provide memberships to our customers for exclusive offers and to aid in planning the party at no cost.
* Timely. We are capable to provide you with our excellent service in a timely manner. Book an appointment before 4 p.m the night before and you will have a catering service, the next morning.
For more information on i-Cater friends and
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Week Five Case Assignment Analysis
MRKT 5000 Online Course
For Teens in Crisis, The Next Text Could Be a Lifesaver
The Crisis Text Line is a new resource for destressed teens. The case examines the evolution of this service that emerged from the work of DoSomething.org, which is a youth social change organization with over four million members that uses text messaging to connect.
Key Marketing Issues:
* Service Quality: Defined in the text book as “customers’ perceptions of how well a service meets or exceed their expectations.” Service quality is very important when providing a service that must foster trust.
* Customer Contact
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announcing a product or service’s existence and its features. In other words, the process starts from identification of customer values that are usually not met by existing products or services in the market, creating a product or service that offers those customer values and creating an awareness of the product or service in the consumer market through marketing.For example, in the mid 90s, there were no camera phones. Cell phones came only with a calling and texting feature. However, there were customers who wished to have integrated cameras in their mobile devices. In this example, the wish to have integrated cameras is the customer value. Companies that constantly strived to identify the needs of
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Unit 2 Seminar
MT435- Operations Management
February 16, 2012
* Discuss what makes a good design and how to measure design quality.
* Describe the basic aspects of statistical process control
* Explain what design quality refers to and discuss some of the tools and techniques for improving the design process
Any design has a large impact on the quality of a service or product. Any product that is poorly designed may not meet customer needs or may be so difficult to make that the quality of the product is not very good. Designs that are costly can result in over priced products that lost market share. If a design process takes too long, a competitor can
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are the areas that modern banks excel, through which actions they do it and what elements can be improved. Last aim is the identification of relationships and connections between customers’ satisfaction, loyalty, recommendation and complaints handling. It is supposed that the elements of customer’s satisfaction perception include easiness of Access, Service provided, Products and Personnel.
The conceptual background deals with the literature review in customer satisfaction, service quality, complaints handling and loyalty. Reichheld & Sasser (1990) argued that loyalty is directly connected with profitability. The survey was conducted by the usage of anonymous questionnaires to
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Relationship marketing refers to a short-term arrangement where both the buyer and seller have an interest in providing a more satisfying exchange. This approach tries to disambiguiously transcend the simple post purchase-exchange process with a customer to make more truthful and richer contact by providing a more holistic, personalised purchase, and uses the experience to create stronger ties.
According to Liam Alvey (1983) relationship marketing can be applied when there are competitive product alternatives for customers to choose from; and when there is an ongoing and periodic desire for the product or service.
Fornicatell and Wernerfelt (1987) used the term “defensive marketing” for
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MKT5709 Service Marketing |
Assignment 2 |
Customer Satisfaction: A major challenge for marketing managers |
Student Name: Jui-Kang Yu (Bill)
Student Number: 10133163
Lecture: Gleen Swift
Submit date: 09/10/2011
Service sector is playing a leading position in the global market these days. It gradually becomes a core factor which needs to be considered while doing businesses. Customers also begin focusing more on service rather than the product itself when they go shopping. Most of the time, some businesses are more successful than others because they know that offering good quality of goods is no longer the issue which has to be taken into
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C = Annual inventory carrying cost (as a % of product value)
V = value of inventory item
Reorder Point = Lead Time * Daily Demand, round daily demand up before *
3PLs – Thirds Party Logistics
- No corporate difficulties, saves money, doesn’t anger customers
- Good logistics = Service Benefits, Cost Minimization
- Inbound/Outbound = Materials Management/Physical distribution
- Outbound linked to customer service and marketing
- 1887: Act to Regulate Commerce, ICC created
- 1980: Staggers Act, deregulates rail
- 1980: Motor Carrier Act, deregulates trucking
- 1994: Trucking Industry Regulatory Reform Act, almost fully deregulates trucking
- 1995: ICC Termination Act, ICC abolished, STB created within DOT
- Customer Service = Time, dependability, communications, convenience
- Inventory Costs increase as customer service increases
- Ratio of inventory held to sales should decrease as sales increase
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, weaknesses inherent in the working system along with the possible solutions to track down the effects of the problems. Finally, the students are required to submit report based on the work performed during those eight week in the organization. For the purpose, I performed my eight week internship program at NABIL Bank Limited, New Road Branch, and activities were focused especially to two departments of the bank: Credit Department and Customer Service Department.
Credit Department is an important department which is associated with granting credit to its potential customer. The performance of NABIL bank can be clearly viewed from its credit granting ability. Most of the customers prefer NABIL
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includes financial performance, customer knowledge, internal business process, and learning and growth.
Financial Perspective/Shareholder Value
Sater Bros. has strong values, vision, and mission statement. Having these elements in place will help our new division reach our goals and achieve targets. When evaluating financial perspectives and shareholder values, we must ask ourselves: “how can we ensure value and sustain financially moving forward?" The objectives of Sater Bros. financial perspective is to increase revenues, manage operating cost, and improve sales. To accomplish these goals, we will utilize our drop-in childcare service to increase sales. Customers will spend
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2503 A Glenn Road • Gaston, SC 29053
Telephone: C: (803) 394-0488 E-mail: email@example.com
Dynamic, analytical and results-driven professional who will deliver sales talent, highly- detailed customer service skills, and passion for helping others to your company. Known to demonstrate a proven track record of success in sales and possess the ability to coordinate a high level of activity under a variety of conditions and constraints. Personable, strategic, and cost-conscious professional offering broad-based experience providing excellence in customer service and administrative support; confident in ability to propose own ideas when
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DISCUSSION QUESTIONS 5
Customer relationship management (CRM) is a business strategy that put focus for meeting the needs of your customer. It does this by utilizing advanced technologies to organize, automate and integrate the marketing sales and customer service components of the business.
CRM enables the company or enterprise to understand the customer value and there by combines the information of different divisions to a single document or file which makes the file easier to access faster and in turn brings profits to the company. CRM systems should be designed in
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MRO COMPUTERS & ASTRONOMY, LLC
Slick and Reload Service
QUALITY ASSURANCE WORKSHEET
DATE DUE: _____________ CUSTOMER’S NAME: ____________________ INVOICE #: __________
DATE DONE: ____________ PRIMARY TECH_______ SECONDARY TECH_______
A. SPECIAL INSTRUCTIONS FROM CUSTOMER (BUSINESS SYSTEMS RECORD COMPUTER NAME, IP ADRESSES, USER NAMES AND PASSWORDS “AT LEAST ONE”)
Check DESCRIPTION OF EVENT
_____ 1. COMPUTER NAME: ___________________ PRIMARY USER NAME: ___________________
PRIMARY USER PASSWORD: ____________________________ (Case Sensitive)
_____ 2. IP ADRESS: ______ _____ _____ _____ SUBNET MASK
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cover to maximize sales.
consistent store discipline at all times as many customers are in a rush.
sports range on the right hand side as you enter ? is this correct?
chiller tucked away difficult to access at busy times.
Customer Service can be compromised with only one member in-store
in the morning when I visited.
Security, 2 tills very close to entrance , visually if you are on the till cannot see the full store.
steps to another level can create an obstacle
store looks a bit dated eg fittings & lighting
the member of staff was very polite but needed a little brushing up on the communication
Lower cost competitors or imports
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integration of business processes into the service management infrastructure. In addition to actively monitoring and owning Incidents and user questions, this also provides an interface for other activities such as customer change requests, information delivery and a platform to receive feedback from users.
Something that is not always recognized is that having ITIL processes is a requirement for an effective service desk.
Help desks can contribute to improve the quality of a company's products or services. When customers call a help desk, specialists typically fill out problem reports describing the call. MSL can use software to tabulate and track these reports from initiation to resolution
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concern even among sophisticated users. (Respondents 3 and 137) The big concern is the lack of security with the customers receiving phishing-type emails from hackers which can lead to identity theft. There is also a concern to small businesses that they do not have a big enough protection policy when it comes to identity theft/hackers.
The existing user base is happy with the convenience and the quality of service. Based on the surveys, the respondents believe FIR is simple and easy to use when viewing and paying bills.
2. What customer segments are targeted by FIR? On what issues should FIR focus in order to build relationships with its varied customer segments?