Balancing Customer Services Costs with Maintaining Competitive Advantage
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Balancing Customer Services Costs with Maintaining Competitive Advantage INSTRUCTIONS:
Case Assignment
In this assignment please write a 3 -page argumentative essay based on the following position (or thesis) statement.
In order to attain or maintain competitive advantage, retail organizations must take particular care in establishing return policies.
In writing this essay, make sure you address the cost of losing a valued customer due to rigid policies vs. the cost of consumer return fraud. Also, address whether policies might differ between different types of retail outlets.
Assignment Expectations
This paper should be written in your own words and include:
An introduction stating the thesis, position, or central theme you plan to take or consider in your paper.
A main body that provides a cogent, well documented case in support of your thesis, position or central theme.
A conclusion concisely stating the main points of your analysis and the conclusions you reached.
Grading will be based on how closely you follow directions, critical thinking, writing, use of sources and mechanics, including use of in-text citations. Your essay should be 3 to 4 pages in length (not counting your title page or references). You must include a title page and a list of references. APA formatting is preferred. Do not paste in sections of text into your essay. All of your work must be written in your own words. It’s OK to use a short quote now and again, but quotations must be in quotation marks and properly cited. In-text citations should be used anytime you are borrowing somebody else’s ideas, or information. That is to say, if you are borrowing a thought from a publication from B. Simpson’s article written in 2010, that section of text must be followed with (Simpson, 2010). Quotations, data, and general ideas (put into your own words) should all be cited.
CONTENT:
Balancing Customer Services Costs with Maintaining Competitive Advantage Insert Name: Institutional Affiliation: Due Date: Retail organizations can only maintain a competitive advantage when they take specific care in developing flexible and friendly return policies. The cost incurred when a valued customer is lost higher than the cost incurred when a customer happens to return fraud items. The cost incurred when a valued customer is lost includes the cost of obtaining a new customer to replace the loyal one. The cost of getting a new customer is staggering because the new customer must be attracted through personal selling, promotions, advertising, creating new accounts, and price sensitivity (Yarrow, 2012). The organization must spend finance on all these factors to attract new customers. Furthermore, the company must carry out activities aim to attract new customers. If the valued customer is retained, the company becomes profitable. The organization gets additional profits due to increased referrals, minimized the tendency of valued customers shopping from competitors, minimized price sensitivity and improved r
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