Leith Agency Case Study Example | Topics and Well Written Essays - 750 words

Leith Agency - Case Study ExampleThis is clearly evident in the Tennents Lager, a beer crisscross in Scotland, wherein it had good market share with one out of four pints consumed, but it wasnt popular among younger population. The question why younger lots were non drinking the Tennents Lager was a unfavorable incident and the challenge was to make them believe that it was their brand (Lieth Agency case study). Lieth Agency can identify the critical incidents in the similar manner by analyzing the product and its marketability as in the above mentioned case.It is necessary to assess customer satisfaction as it is the best function indicator of afterlife loyalty as mentioned by Hill et al (20033). It is further stated that customer satisfaction will enable to know whether their expectations ease up been met, identify priorities for improvement for customer satisfaction and set goals for service improvement and monitor progress against a customer satisfaction index. Customer sat isfaction is poster of how your organizations total product performs in relation to a set of customer requirements. (Hill et al, 20036). Similarly Vavra (19973) states that customer satisfaction measurement is formalized, objective tool for assessing how a line of merchandise treats its clients and employees as well who testify that an organization is quality oriented. In regard to Leith Agency, the company can assess its customer satisfaction through product thought and its improvement index in terms of sales and its market share after the campaign. This will give an insight into the effect of advertising campaign on the particular product which will in turn help in assessing the customer satisfaction. Merits of Servicescape FrameworkThe concept of a servicescape developed by Booms and Bitner emphasizes the impact of the carnal environment in which a service process takes place (Ghanghas,M n.d) wherein it plays an meaning(a) role, both negative and positive, in customers impre ssion formation (Lin, 2004163-178). According to Lin (2004), servicescapes are an important tangible component of the service product that provide clues to customers and create an immediate perpetual image in customers minds. At Leith Agency, customers can encounter interpersonal servicescape as the company has to provide few ideas and samples of the ad campaign, discuss the changes required and then strike a deal while completing talks in financial matters. The framework plays important roles as package, wherein the customer is allowed to see a sample of their product or what they are going to get, so that client gets what he wants facilitator, providing relate opportunities for both customers and service employees socializer, providing cordial and friendly melodic phrase to the customers in the office and differentiator, wherein the appearance and ambience of the workplace leaves an overall impression on the customers and provides pleasant atmosphere for its employees to work ( Ghanghas, M, n.d).. The merits of servicescapes as mentioned above like package, facilitator, socialzer and differentiator will be helpful to the agency in developing a cordial atmosphere among its employees and making it stand apart from its competitors. Moreover, a difference in the type of working and ambience is itself a creative thinking which may entice the existing and future customers. References1. CALT Learning (2007)