A study conducted by E-tailing Group and MyBuy showed that over 75% of customers are concerned with receiving personalized post-order communication (Lee 29). The integration of the e-CRM technology has remarkably enhanced Zara’s capability concerning the pre-purchase and post-purchase customer service. The firm recently implemented a Radio Frequency Identification system that enables the firm to identify and track individual products within its logistics systems. In line with this trend, Zara has emphasized the electronic channel of communication with its customers. Lee identifies an increase in the use of electronic technologies by online retailers to enhance their competitiveness in customer service (29). One of the approaches that the organization has adopted in offering personalized services is the integration of electronic customer-relationship management system. This assertion arises from the view that offering personalized customer service increases the chances of customers identifying with a firm and its products. According to Lee, personalization of customer service is a critical element in an organization’s effort to entrench customer loyalty (29). #ZARA CONTACT US HOW TO#Zara has developed sufficient capability on how to offer personalized customer service. The policy is based on the concept of allowing the customer control the course of interacting with the firm. Zara has developed a customer service policy to increase the level of customer satisfaction. The firm produces over 840 million garments annually. The firm’s performance can be attributed to the adoption of the product-oriented strategy. The company is ranked 58 amongst the most valuable brands in the world. Zara has attained an optimal market position in the international market. The purpose is to identify the areas in which the firm has excelled and how it can improve its approach towards customer service. This paper involves a critical analysis of customer service at Zara. Choi cites different aspects that include product alteration, personal selling, repair, refund, or exchange, gift-wrapping, and the inclusion of a variety of payment methods as some of the fundamental issues that constitute customer service (130). However, the growth in intensity of competition has increased the significance of customer service management within the industry (Choi 130). This aspect shows that Zara has adopted a product-oriented approach. This approach has enabled the firm to introduce approximately 10,000 new designs every year. īy accepting this Privacy Policy you give us you consent to the use of the cookies implemented on this Web Site as described on the abovementioned page.Zara’s product development cycle is estimated to be 14 day, which is remarkably short compared to the 6-month industry average. You can find out more about the cookies we use, their purposes and other relevant information in the following link. Information about Cookies: This Web Site uses cookies, small text files containing information about your navigation through this site, of which main goal is to improve your web experience. To fulfill the purposes above, it may be required to disclose or give access to the information provided to us to certain Inditex Group companies (whose activities are related to the areas of e-commerce, decoration, textile products finished fashion and home, as well as any other supplemental to the above, including cosmetics and leather goods) so we understand that, by registering and providing your personal data through this Web Site or through other means as e-mail, you expressly authorize us to make such communications or allow the access to such Inditex Group companies. undertakes to respect the confidentiality of personal information and guarantee your rights to access, rectification, erasure and opposition, which you are entitled to exercise by sending a written communication to this effect to the attention of "Función LOPD" to the address given above or by sending an e-mail to Where necessary, we may request your passport or any other valid form of ID. de la Diputación, Edificio Inditex, 15142, Arteixo, A Coruña (Spain) as Data Controller. All the personal data provided by you will be stored on a file with the purposes of, among other assumptions that my specified in each case, handling your requests for information, and where appropriate, manage their access to certain services or functionalities of the Web Site, by Industria de Diseño Textil S.A.(Inditex, S.A.), with registered business address at Av. * Please note that, according to the Inditex Group's Data Protection Policy. Click here to check Inditex Policy on Communication and Contact with Shareholders, Institutional Investors and Proxy Advisors.
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