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Cost Management: A Strategic Emphasis 5th Edition by David Stout, Edward Blocher, Gary Cokins
Edition 5ISBN: 0073526940Cost Management: A Strategic Emphasis 5th Edition by David Stout, Edward Blocher, Gary Cokins
Edition 5ISBN: 0073526940Strategy and Balance Scorecard; Customer Service In its ranking of firms on the basis of customer service, Business Week (March 2, 2009) collaborated with J.D. Power&Associates (a global marketing information firm that conducts independent surveys of customer satisfaction; Business Week and J.D. Power are both owned by McGraw-Hill Companies) to develop a list of the top companies. The ranking was based in part on ratings by J.D. Power and also by a survey of 5,000 readers of Business Week. The top 10 firms are listed in order:
1. Amazon.com
2. USAA, an insurance firm for military personnel
3. Jaguar
4. Lexus
5. The Ritz-Carlton
6. Publix Supermarkets
7. Zappos.com, online retail
8. Hewlett-Packard
9. T. Rowe Price, brokerage
10. Ace Hardware
Required Which of the above firms would you classify as a cost leader and which as a differentiator, and why?
Verified
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Most of these companies are well-known and the students will likely recognize them as differentiators based on customer service and a number of other factors including product quality and brand. The article cited below explains for each firm how it goes about achieving world-class customer service. For some, like Jaguar, it is the use of field teams for customer service. For USAA, it is employing military veterans and extensive training. For Ace Hardware, it is the use of technology, and for Hewlett-Packard, it was the opening of new customer service centers.
The 2007 list of 10 customer service champs had some firms in common:
1.?USAA
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