The Major Issue Of Ralph Lauren Marketing Essay

The Major Issue Of Ralph Lauren Marketing Essay There are widely varieties of luxury brands which are not essential but are badly needed and associated with wealthy and affluent society around the world. The reasons why luxury goods are bought are that people wants to satisfy self-esteem and increase their status, or to go for the high quality and exclusivity of products. In addition, luxury brands provide the sense of mystery and elegance to consumers who want to be made to feel self-worth (Roumeliotis, 2012). In this assignment, Ralph Lauren will become the target brand and base on the relevant literature and theory to analyse and collect data with different research approaches. Background information, purpose of the study Ralph Lauren is a well-known and global brand in the products of apparel, accessories and it has always stood for the premium lifestyle as well. Furthermore, it has created the diverse sub brands which are innovation, distinct design and superb craftsmanship, such as Polo, Club Monaco and Rugby (Trefis Team, 2013). Moreover, it initially focused on the men market and following markets were women and different ages across countries worldwide through online shop and in-store retailer. However, there is a great deal of competitors like Chanel, Calvin Kevin, and private label brands that Ralph Lauren is facing. Hence, the purposes of this study may not only help Ralph Lauren maintain existing and grow new consumers, but also understand what people desire, attitude and behaviours. Problem statement Recent years, Ralph Laurens brand share has been shared by private labels which are gradually increasing at department stores (Trefis Team, 2011). This threat may seriously result in the reduction of existing customers who have loved for Ralph Lauren. Additionally, another problem is Ralph Lauren expands its retails into Asia, but strategy and control have lost. In addition to this, it has to face the high percentage of piracy products which hurts its reputation and brand image in Asia (Trefis Team, 2012). Management research question What specific ways can be done to retain original consumers at department stores? How to increase its revenues and customers even private labels come out? Development of objectives rationale Estimate competitors structures, strategies and prospects to increase more its competitiveness. Realize consum{Aggarwal, 2008 #16;Corporation, 2013 #6;Corporation, 2013 #10;Devault, 2012 #12;DiFrisco, 2009-2011 #8;Keller, 2013 #17;Logos, n.d. #9;Perner, 1999-2010 #13;Quester, 2002 #14;Roumeliotis, 2012 #2;Srivastava, 2011 #20;Summers, 2005 #19;Tombs, 2011 #11;Trefis, 2011 #4;Trefis, 2012 #5;Trefis, 2013 #3;Wikinvest, 2011 #7;Wood, 2010 #18;Wright, 2006 #15}ers perceptions to retain consumers and the relationship between them. Literature summary Ralph Lauren has successfully existed in the field of premium lifestyle goods for more than 30 years due to well-organized marketing strategy and vogue design. Particularly, it has powerful brand identity and awareness in customers mind through the extended number of products, sub brands, international markets and easily recognized logo (Ralph Lauren Corporation, 2013a). According to Ralph Laurens official website (2013a) mentions that the integration of advertising, marketing, merchandising and visual presentation will be a uniquely tremendous way to take into the corresponding showcasing of the world. Hence, this strategy has deeply entered into humans mind and stimulated customers to fall in love with the brand. Besides, a wide range of price choices from discount to luxury is an advantage which accords with customers expectation and preferences that could attract more broadly clients (Trefis Team, 2011). However, Ralph Lauren still has problems need to overcome. First of all, the website of Wikinvest (2011) has showed that a wave of  integration in the midst of department store  chains has made for the emergence of major players like  Macys Inc. (M), J.C. Penney (JCP)  and  Nordstrom (JWN). Biggish purchasing power is benefit to these chains which are able to decrease the number of physical stores. Furthermore, these chains start their own brands and sale own designed products at department stores to weaken premium brands position. Therefore, the competitors of Ralph Lauren have been increasing. Ralph Lauren needs to contend with the private label brands which these chains launch their own with low prices and high quality (wikinvest, 2011). As a result, the market share has decreased and lost part of loyalty customers owing to these private labels. The second major issue is that Ralph Lauren has started expanding its business into Asia as a crucial growth strategy in emerging markets, whereas the problem comes out. In 2010, Ralph Lauren was licensed to Dickson Concepts in China because this way could conveniently enlarge brand recognition and expand greater consumers and reduce capital expenditures (Trefis Team, 2012). However, not only did Ralph Lauren lose its direct control of the business but also its reputation damaged due to piracy of Polo shirts (Trefis Team, 2012). Because the unstable macroeconomic condition in the world, most manufacturers realize that consumers look forward to cheaper goods to replace luxury goods. Consequently, in order to gain more benefits, Dickson Concept was centred on low-cost production line to produce Ralph Laurens products with a stale, low quality brand image in China. It was opposite to the luxury image in US and Europe (Trefis Team, 2012). It causes customers change their love into privat e labels or piracy. All in all, in order to maintain its position in the world, Ralph Lauren has to understand its appeal and competitive advantages and whether these advantages have remarkable influence on consumers attitude to love for Ralph Lauren. Also, they have to conclude what affects brand loyalty and how to sustain or grow their position in peoples mind. Model development There are three developed models to describe the observed features and psychological constructs or attitudes. Model 1 aims to describe the significant features that impact on preference. Model 1: Features and Levels Logo The brand has a strong recognition to compete with new rivals. The brand does not have a strong recognition to compete with new rivals. Service The brand offers multifarious services to contest with new rivals. The brand offers limited services to contest with new rivals. Integrated marketing communication (IMC) The brand utilizes multichannel advertising campaign to attract customers. The brand utilizes single advertising campaign to attract customers. Product The brand produces high quality and delicate products to satisfy customers. The brand produces low quality and rough products for customers. Logo ¼Ã… ¡According to a most influential designer, Milton Glaser, said, The logo is the entry point to the brand (DiFrisco, 2009-2011). Logo makes customers easily recognize a particular brand and distinguish from different brands which do not have obvious logos to recall. Moreover, it can be penetrated into peoples mind when the logo design is simple, colourful and meaningful that associates with the name of brands. The logo of Ralph Lauren is a man with a mallet on a horse that reveals a clear feeling of the wealth people and American look. Besides, Ralph Lauren uses the colours of white and black to show the prestige of its brand (Famous Logos, n.d.). Service ¼Ã… ¡Customer service is based on satisfying customers prospects and maintains the relationship between companies and customers. The official website of Ralph Lauren offers online customer assistance services which include tracking orders, returning and refunds policy, gift services (Ralph Lauren Corporation, 2013b). IMC ¼Ã… ¡Integrated marketing communications means The concept under which a company carefully integrates and coordinates its many communications channel to deliver a clear, consistent and compelling message about the organization and its products (Tombs Seamons, 2011). Most of brands use more than one channel to promote their products due to the fact that multichannel marketing brings effective and impressing feeling to attract consumers. Ralph Lauren capitalizes on multichannel advertising campaign, like making the most of online media websites, print media advertisement and in-store (Devault, 2012). Product ¼Ã… ¡Not only are customers gradually becoming sensitive and careful on the quality, but also considering the uniqueness of products which could performance their status and reputation. Ralph Lauren delivers luxurious goods in four categories: apparel, home, accessories and fragrances to different age (Ralph Lauren Corporation, 2013a). Consequently, satisfied customers will tend to love Ralph Lauren. Model 2 purposes to explain and define buyer behaviours. Buyer Behaviour Model Input (External influence) Firms marketing efforts ¼Ã… ¡ products, promotion, pricing, channels of distribution, market segmentation Sociocultural environment ¼Ã… ¡Family, communication and reference groups, social class, subculture and culture, opinion leadership and diffusion of innovation, public policy and consumer protection. Process (Decision making) Need recognition Pre-purchase search Evaluation of alternatives Psychological field Experience Consumer needs and motivation Personality and self Perception Learning and involvement Attitudes Organisational field Organisational buying Output (Post-decision behaviour) Purchase ¼Ã… ¡ Trial Repeat purchase Post purchase evaluation Source: 2011, Pearson Australia, Schiffman et al, Consumer Behaviour, 5th Edition (For the explanation of buyer behaviour model refer to the appendix.) Resonance Judgments Feelings Performance Imagery Salience Model 3 aims to explain the relationship between brand and customers from the bottom to the top. Particularly, it also conducts that customers love for brand due to satisfaction and loyalty. CBBE model Source: 2011, Pearson Australia, Strategic brand management: building, measuring, and managing brand equity, 4th Edition CBBE model (Customer-Based Brand Equity) was proposed by Keller in 1993. He claimed differential effect that brand knowledge has on consumer response to the marketing of that brand (Aggarwal, 2008). Salience ¼Ã… ¡This layer is talking about the depth and breadth of brand awareness that customers memories can be recalled and recognized the brands in different situations (Keller, 2013). Performance and imagery ¼Ã… ¡Performance includes the internal products or services that fulfil consumers need. The dimensions of performance do not only focus on product dependability, durability and reparability, but also style, design and price (Keller, 2013). Imagery is the personalities of brands that telling a story about the products and its customers expectation. Therefore, brand imagery needs to be strong, favourable and unique to convince and attract the eyes of the consumers (Keller, 2013). Judgments and feelings ¼Ã… ¡The dimensions of judgment are brand quality, credibility, consideration and superiority. Yet the feelings dimensions are to measure the social approval, self-respect, excitement and security. Both of two dimensions are to conduct the positive and accessible responses from customers (Keller, 2013). Resonance ¼Ã… ¡It is to estimate the relationship between brands and customers in order to foster higher brand loyalty. The dimensions include behavioural loyalty whether frequent purchasing the same brands, attitudinal attachment, like proud of brands, sense of community and active engagement (Keller, 2013). Method This section reveals the approaches to use in the study. Research design The study will analyse customers attitude toward Ralph Lauren and others, also evaluate new rivals performances. Therefore, the research will be designed to accomplish the objectives. Research context Most customers keen on cheaper products instead of luxury brands in recent years, due to the fact that macroeconomic conditions cause the piratical products and private labels have been increasingly launching. Consequently, more and more competitors are scrambling the market of apparel and accessories. That is why this research tries to help Ralph Lauren figure out a way to get over the threat and more widely understand customers need to retain and attract new and old customers. Most important thing is that defining the brand love in customers mind. Data Collection In this study, both primary and secondary data are used. First of all, the primary data will be using a printing and an online questionnaire survey at the same time that is called A survey of comparing luxury brands to piracy and private labels. The questionnaire will have close ended questions, open ended questions, brand rating and choice questions. The advantages of questionnaires are that practical and convenient collect data from a great deal of people in a short time without high cost. However, it still has some disadvantages, such as lack validity (Wood Ross-Kerr, 2010). Secondly, beside the primary data, comparative data can be provided from the secondary data resources which include firms internal information system and electronic database. The advantages of it are economical and specific information can be collected to support primary data. Nevertheless, its data may be out-dated (Summers Johnson-Morgan, 2005). Sampling The samples of the research study consist of customers from luxury brands and private labels as respondents. The respondents have been divided by nationalities, ages and different backgrounds. It is a non-probability method which includes convenience, judgement, quota and snowball sampling. Furthermore, the advantages of this sampling are that spending lower cost and data can be collected easier than the population measurement. Nonetheless, sampling method provides less precise and creditable information (Srivastava Rego, 2011). Measurement Features statement This proposal will use factorial design to collect the data of features and feature levels. In Model 1, there are four categories of brands feature. Each category has two different levels. So it is a 2x2x2x2 factorial design. Design Matrix for 2x2x2x2 Factorial Designs Feature1 Feature2 Feature3 Feature4 Product A -1 -1 -1 -1 Product B 1 -1 -1 -1 Product C -1 1 -1 -1 Product D 1 1 -1 -1 Product E -1 -1 1 -1 Product F 1 -1 1 -1 Product G -1 1 1 -1 Product H 1 1 1 -1 Product I -1 -1 -1 1 Product J 1 -1 -1 1 Product K -1 1 -1 1 Product L 1 1 -1 1 Product M -1 -1 1 1 Product N 1 -1 1 1 Product O -1 1 1 1 Product P 1 1 1 1 This study will use a seven-point rating scales, which is easy for respondents to answer, to evaluate consumers preferences. Attitudes measurement In the behaviour model, it assumes buyer behaviour as Y1, firms marketing effort as X1, sociocultural environment as X2, decision making process as X3, purchase X4 and post-purchase evaluation as X5. Firms marketing effort The brand offer high quality products to fulfil your need. The price of this brand is worth to pay. The brands channel of distribution is easy to find and be recognized. The brands promotion is strongly attracting you. Sociocultural environment The brand can increase your status. The brand brings a strong cultural spirit. Decision making process The brand can raise your personal traits. The brand has a name you can trust. The brand has the ability to deliver what it promises. The brand meets your expectation. The brands quality has been consistent for long time. Purchase I would repeat buy this brand. I would consider buying this brand. I would never buy this brand. Post-purchase evaluation I am more interested in this brand. I would recommend friends or family to buy this brand. This measurement will use five-point rating scales. Respondents are asked for the degree of each statement. Brand statement This research uses balanced incomplete block designs (BIBDs) to compare luxury brands and piracy and private labels. Parameters of BIBDs: There are five brands including Ralph Lauren, Calvin Kevin, Bar III, Halogen and Chanel (v=5). There are ten choice sets (b=10). Each brand comes out six times (r=6). Three brands appear in each choice set (k=3). Each pair of brands appears three times (ÃŽÂ »=3). Incidence Matrix for a BIBD with Parameters (5, 10, 6, 3, 3) 1 0 0 1 0 1 0 1 1 1 1 1 0 1 1 0 1 0 1 0 1 1 1 0 1 1 0 1 0 0 0 1 1 1 0 1 1 0 0 1 0 0 1 0 1 0 1 1 1 11 2 3 4 5 6 7 8 9 10 1 2 3 4 5 Respondents have to choose the best and the worst option in a set of available options. Analysis plan This research will summarize the data collection to check whether the objective is solved by using the computer software known as Statistical Package for Service Solution (SPSS) program. Furthermore, refer to data screening to check for the data what missing and reporting descriptive statistics. Moreover, identify the techniques, such as ANOVA and regression analysis, for modelling several variables that appropriate to each objective. Ethics statement In this research, respondents are anonymously volunteer participants who can withdraw from this study anytime. Furthermore, it will be a safety study which protects the personal rights of participants. The study will use only for academic research to understand consumers attitude on brand love; hence, private information will not be recorded. The data collection will be digitally stored in database. On the other hand, researchers may meet the problem is sensitive respondents so each method needs to be careful designed. Moreover, in order to ensure the quality of this project, questionnaire needs to be previously sent to estimate whether it is straightforward. Brief summary Restate research objectives The mainly objectives are to estimate competitors strategies and to enhance more Ralph Laurens competitiveness as well as to grow closer relationship by comprehending consum{Aggarwal, 2008 #16;Corporation, 2013 #6;Corporation, 2013 #10;Devault, 2012 #12;DiFrisco, 2009-2011 #8;Keller, 2013 #17;Logos, n.d. #9;Perner, 1999-2010 #13;Quester, 2002 #14;Roumeliotis, 2012 #2;Srivastava, 2011 #20;Summers, 2005 #19;Tombs, 2011 #11;Trefis, 2011 #4;Trefis, 2012 #5;Trefis, 2013 #3;Wikinvest, 2011 #7;Wood, 2010 #18;Wright, 2006 #15}ers perception. Therefore, there are three developed models to specify the observed features, psychological constructs and attitudes. Finally, the objectives will be checked whether they are solved by summarizing the data collection. Potential importance of the research Turning to the details, there are four important features, like logo, service, IMC and product, which may impact on consumers preference. Thus, Ralph Lauren can compete with new rivals by analysing their weaknesses and strengths. While the psychological attitudes on buyers behaviour include external influences, decision making and post-decision behaviour. This model could help Ralph Lauren understand what consumers will consider and be influenced when choosing brand and the attitude of post-purchasing. The last one is aims to explain the relationship between Ralph Lauren and customers by CBBE model. Implications of the research The data will be collected to examine the objective is solved or not through SPSS program which may offer high credibility and high value for Ralph Lauren to gain more customers and maintain greater reputation.

Letter of Inquiry

   Dear Or alternately: Dear Sir/Madam: I have been informed of a job opportunity as IPRO Management and Technical Support Engineer by [name of referrer/optional]. I am a very interested in such a position because [qualifications or related work & interests/bulleted type lists of qualifications if possible]. I am currently employed at [name of organization] as [title of position]. Or alternately: I have just finished my Bachelor’s degree in the Multidisciplinary Studies with concentrations – Mechanical Engineering, Packaging Science, and Management Studies from [name of academic organization]. I believed my academic competencies would match qualification requirements of aforementioned position. I am looking forward to further discuss this job opportunity and how I can be a part of the success of Stratosphere, Inc. Sincerely,    One final way to be noticed the reader and to show a personal touch is by adding a post script or PS to your letter personally handwritten if at all possible.(â€Å"Cover letter advice†, 2007) Reference: Cover letter advice. (2007).  Ã‚   Retrieved March 15, 2007, from http://www.cvtips.com/cover_letter_guide_3.html   

I Could Never Understand Living Under Tyrannies Of The Old...

Andrew Plascencia 09/27/2014 Final Essay Literature Prof. H Zameni Little Hope I could never understand living under tyrannies of the old world. The best we can do is learn from those who were there. Literature has been called the reflection of human experience and to many, including my self; it can be a window peering into another age. Chimney sweeps in the old United Kingdom used to be teams of young boys sold into the profession usually to settle a debt and without work regulations; these children would suffer harsh conditions with seemingly no end in sight, minus the permanent solution. It is this struggle we can peer into when reading William Blake’s poem, â€Å"The Chimney Sweeper.† A young boy shows his hope for brighter days through†¦show more content†¦What would life be like outside the constant beating and rigid order of conduct? Author, Kate Chopin, beautifully illustrates the thought process of such a woman. Though faced with a new and challenging reality, the truth remains, life goes on. Freedom will come for those who escape their captors and at first where they may panic soon another feeling takes hold. Small and persisting until unavoidable, in an overwhelming fashion the protagonist finds freedom and we as readers are awakened to the possibility of where we may need or have had freedom. â€Å"The Story of an Hour,† properly named, is an amazing example of irony. As soon as the reader is led to believe this newfound reality for the dear protagonist, she is killed at the stroke of a heart attack. Cause of death: too good to be true. Her husband stands in the doorway unaware he was even suspected to have been in the horrible train accident that supposedly took his life. With this story Chopin has established a dark tone I find similar to the work of Blake. They both show amazing examples of the power of hope and the elasticity of the human spirit. In â€Å"The Chimney Sweeper,† a young boy has a hard time coming to terms with having to cut his hair. He doesn’t quite have the mental age for this kind of decision and it is made for him that he must cut his hair to [avoid infestation and vermin.] (Gordon, Todd. Section 7.) The narrator tells young Tom

The Examination And Arrangement Estimation Of Student...

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What Caused The American Civil War - 1634 Words

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Both â€Å"Barbary Wars (1801-1805, 1815-1816), Wars of 1812, Mexican-American War (1846-48), American Civil War (1861-65), Indian War (1865-91), Spanish-American War( 1898), Philippine-American War (1899-1902) Border War(Mexican Revolutionary)1910-1919, World War I (1917-18)Read MoreA Brief Note On The American Civil War1375 Words   |  6 PagesCollege European Involvement in the Civil War Jillisa Halverson History 151 Instructor: Dan Anderson December 5, 2015 The American Civil War represents a significant period in United States history. In this essay we will explore foreign involvement in the Civil War. We will specifically look at the roles of France and Great Britain played and how they used military positioning in Canada and off the US coast to affect the war. Finally, we will look at which foreign entities

The Kiss a Descriptive Essay Free Essays

Musee Rodin described Auguste Rodin as the most remarkable sculptor in his time, where he seemingly made flesh out of marble. He was born in Paris on November 12, 1884 and known for creating â€Å"The Age of Bronze†, †The Gates of Hell†, â€Å"The Burghers of Calais†, â€Å"The Thinker†, â€Å"The Kiss† and many other more (biography. com). We will write a custom essay sample on The Kiss: a Descriptive Essay or any similar topic only for you Order Now According to his biography, Rodin created â€Å"The Gates of Hell† as a commissioned entrance piece for a â€Å"never built† planned museum; it featured the sculpted figures of â€Å"The Thinker† (1880) and â€Å"The Kiss† (1886). The Kiss† was originally part of the Gates of Hell inspired by a literature source; however, it was removed due to the positive state of eroticism and iconic image of love (artble. com). Rodin died on November 17, 1917 in Meudon, France and was still working on â€Å"The Gates of Hell† (biography. com) The intimate characterizations of the lovers in Rodin’s work were originally made out of stone and were reproduced in marble and bronze (artble. com). It gave emphasis to size standing 5’ 11 ? (Frank 52), giving the impression of a more realistic view for the viewers; figures positioned in a way that he carved the arms around each other and intricately highlighting his theme of the lovers’ first k iss. The figures being made out of stone, Rodin made the figures skin- smooth, in contrast of the roughness of the stone they were sitting on. Although, observing his work from a photograph, different angled pictures of Rodin’s work undeniably still relayed the concept and emotion the first time you see the sculpture. Rodin’s intricate design demonstrated his skill as an artist; he depicted the emotional and symbolic content of having that first kiss. Rodin carved the figures’ intimate embrace and passionate kiss that displayed their true love, despite the tragedy that befell on them; it was ingeniously molded that the emotion involved was felt by the audience. Rodin’s expectations for the public’s reaction as he captured the moment that made his work marvelous; he created a masterpiece that was romantic and sensual, although the figures were nude it was never sexually concentrated (artble. om). The Kiss’s, also known as the Francesca da Rimini, main inspiration was based on the story from Dante’s Divine Comedy, which depicted the forbidden love of Paolo Malatesta to his sister-in-law Francesca da Rimini, who had an affair 13th century Italy. When Francesca’s husband, Giovanni, caught them as they were having their first kiss, he swiftly stabbed the sinful lovers that led to their tragic death. The couple was true to life figures that Dante met in his lifetime (artble. com; musee-rodin. r). REFERENCE: â€Å"Auguste Rodin. † Bio. The Biography Channel website. n. d. Web. 10 Feb 2013. http://www. biography. com/people/auguste-rodin-9461735 â€Å"The Kiss. † Artble. n. p. n. d. Web. 09 Feb. 2013. http://www. artble. com/artists/auguste_rodin/sculpture/the_kiss â€Å"The Kiss. † Musee Rodin. Musee Rodin, n. d. Web. 09 Feb. 2013. http://www. musee-rodin. fr/en/collections/sculptures/kiss Frank, Patrick. Preble’s Artforms. 10th ed. New Jersey: Pearson, 2011. 52. Print How to cite The Kiss: a Descriptive Essay, Essays

Customer Service Improvement At McDonald’s

Question: 1. Describe the issue that will be the subject of your presentation.2. List the objectives of your presentation.3. Indicate who might be the likely audience for your presentation and their role in the organisation.4. Describe the organisations processes and policies that relate to how the organisation performs on the selected issue.5. Document any current limitations the organisation has in meeting the full requirements of its customers in relation to the selected issue.6. Organisations can always improve their performance. There will be activities your organisation can do better. Nominate at least one area of improvement that could be made in relation to your nominated issue.7. Briefly describe a plan of action to implement the improvement using the following questions to shape the outline of your plan: a) What are the financial implications of implementing the improvement plan?b) Who might champion the improvement?c) How will the improvement change the customer service practices of the organisation?d) How will you determine whether the implementation of the improvement has been successful in providing a higher level of service to your customers? Answer: Mc Donalds is a leading fast food retailer of the world, who is known for its highest levels of quality, cleanliness and service. This fast food giant offers standardized quality services, across multiple of its retail outlets and restaurants across the globe. The Key to the success of its business is continuously monitoring and acting on the customer feedback, collected by the franchise outlets of the business. Assignment 3 presents one such area of customer service improvement that the organization McDonalds Corporation can take up, for better customer service management of its operations. (1)Lack of interaction and friendly gestures shown by McDonalds employees with the customers at stores or its drive thru restaurants is one major areas of customer service improvement that the Organization may look forward to (QSR Magazine, 2013). The discussion on this issue or area of improvement would be the subject of presentation for this assignment. (2)The Objectives of this presentation are in accordance with the SMART objectives that have specific goals that are measurable and attainable; and yet are absolutely realistic and time bound. The Following are the key objectives of the Presentation: Including Friendly Interaction of Employees/Staff as new criteria in the existing annual customer feedback template of the corporation (Wohl Jessica, 2014). Providing necessary Training and development to the Front end Staff of the Corporation, in order to work towards the suggested service gaps. Attaining above 80% score for friendly employee interaction criteria, in the annual customer feedback of McDonalds Corporation in the financial year 2015-2016. (3)The representatives from the board members, senior management team of the organization and the representatives from the customer service department would be the audience to this presentation. The Likely audience for the presentation on strategic improvement of customer service levels would necessarily be the strategy builders and policy makers of the organization. (4)Providing efficient and timely delivery of the customer orders, with adherence to utmost quality and hygiene are the current policies and procedures relating to customer satisfaction at McDonalds. This area of service improvement is neither related to the core product offerings of the organization, nor with the supply chain operations of the organization. The objective of effectively improving the staff interaction with the store customers in a friendly manner would be a partial responsibility of the Human resource management team, along with the customer relations team of the organization. The Organization may likely go for job role enrichment of the front end staff, by providing them the necessary training to work on the desired gap in the on the job service offered to the customers. The Organization may also have to upgrade the current compensation provided to its front end staff, to attract better employees, capable of giving friendly services to the customers (Verrill Ashley, 2014). (5)Emotional Engagement of the customers is the next evolving concept that is playing an important role in the entire retail sector, including the food retailing industry (Schneider and Bowen, 1995). The Organization McDonalds thus, shows to make it a practice to invest in the right kind of front end employees, who have the right temperament and emotional balance to display friendly gestures while at work in stores. The recruitment process of the organization has to incorporate this necessary change to absorb employees that can emotionally engage the customers (Derose, 2013). Lack of adequate compensation package offered to the front end staff, may be a reason that could limit the desired friendly interaction expected from the staff. Another possible reason to aggravate the mentioned issue could be the lack of right customer relationship training given to the front end employees, which interact with the store customers. (6)Usage of technology in terms of recording the details of their regular customers, along with their previous orders can help McDonalds a lot in improving its interactive customer service (Establish Management consultants, 2013). The store staff may greet the customers in their respective native languages, and thus display an affectionate and friendly gesture towards the store customers, which may be directed at foreigners. Further potential improvement can also be achieved through initiatives such as online ordering systems, shorter time for customer to wait in store, getting customer preference details by tracking previous orders etc. (7) a) The Implementation of the discussed plan of improvement of offering friendly customer interactions would definitely help in attracting more numbers of customers to the outlets of McDonalds in the long run. The initial financial implications would be an increased overhead cost in relation to increasing the wage of front end employees in order to attract a wider selection of candidates, further to that, more stringent hiring practices would require a more thorough interview / selection process which would cost more. Finally, additional training required for the desired outcome would incur further costs. However, after an initial negative impact, over time the gains in revenue due to more customers / greater customer loyalty would cover these overheads and generate greater revenue for McDonalds. b) The Human resources development team of the Organization would be championing this improvement because they will be responsible for training the existing staff for effective employee interaction. c) The Customer Service practices of the Organization McDonalds are well known for its service quality, order efficiency and maintenance of adequate hygiene while handling the food offerings. The service improvement in terms of friendly interactions with the customers would be a further add-on in the efficient customer service practices of the organization. This change in terms of the overall customer service practice is minor, however it would serve to further augment the customer service practices by changing the way employees interact with customers. d) The Annual customer feedback exercise and gradual improvement in the revenues would help in determining the successful implementation by adequately increasing the quality of customer interaction. The customer satisfaction rating would be expected to increase from 75% to 85% in a span of two years. References Schneider and Bowen, 1995, Winning the Service Game (Boston: Harvard Business School Press, pp 3 Derose Chris, 2013, How McDonalds can finally fix its abysmal customer service, Business Insider, Retrieved from https://www.businessinsider.com/how-mcdonalds-can-fix-customer-service-2013-5?IR=T Establish Management consultants, 2013, Customer Service Improvement Case studies, Retrieved from https://www.establishinc.com/wp-content/uploads/2013/07/Memo-706-v2013.pdf McDonalds Corporation, 2013, Annual Report, Retrieved from https://www.aboutmcdonalds.com/content/dam/AboutMcDonalds/Investors/McDs2013AnnualReport.pdf QSR Magazine, 2013, How Mc Donalds can improve customer service, retrieved from https://www.qsrmagazine.com/news/how-mcdonalds-can-improve-customer-service Rodrigo A. Padilla, 1996, Literature Review on Consumer Satisfaction in Modern Marketing, Seminar in Consumer Research, Faculty of Commerce and Administration, Concordia University. Ron Zemke and Dick Schaaf, 1989, The Service Edge: 101Companies that Profit from Customer Care, New York: New American Library, pp 31 Verrill Ashley, 2014, Why McDonalds is focusing on speed of service over service with a smile, Retrieved from https://csi.softwareadvice.com/why-mcdonalds-is-focusing-on-speed-of-service-0113/ Wohl Jessica, 2014, McDonalds tries to build better customer service, Portland Press Herald, Retrieved from https://www.pressherald.com/2014/10/25/mcdonalds-tries-to-build-better-customer-service/