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 brand in Scotland, wherein it had good market share with one fall out of four pints consumed, but it wasnt popular among younger population. The question why younger lots were not drinkable the Tennents Lager was a critical incident and the challenge was to make them believe that it was their brand (Lieth Agency typesetters 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 atonement as it is the best lead indicant of future loyalty as mentioned by Hill et al (20033). It is further stated that customer satisfaction allow enable to know whether their expectations have been met, identify priorities for utility for customer satisfaction and set goals for portion improvement and monitor progress against a customer satisfaction index. Customer satisfa ction is measure of how your organizations innate product performs in relation to a set of customer requirements. (Hill et al, 20036). Similarly Vavra (19973) states that customer satisfaction criterion is formalized, objective tool for assessing how a business treats its clients and employees as well who testify that an organization is quality oriented. In regard to Leith Agency, the go with can assess its customer satisfaction through product survey and its improvement index in terms of sales and its market share after the campaign. This will give an discernment into the effect of advertising campaign on the particular product which will in turn religious service in assessing the customer satisfaction. Merits of Servicescape FrameworkThe concept of a servicescape developed by Booms and Bitner emphasizes the impact of the physical purlieu in which a service process takes place (Ghanghas,M n.d) wherein it plays an important role, some(prenominal) negative and positive, in cus tomers seal formation (Lin, 2004163-178). According to Lin (2004), servicescapes are an important tangible component of the service product that provide clues to customers and execute 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 spot 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 equal opportunities for both customers and service employees socializer, providing cordial and friendly atmosphere to the customers in the office and differentiator, wherein the appearance and ambience of the workplace leaves an boilersuit impression on the customers and provides pleasant atmosphere for its employees to wo rk (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 get up apart from its competitors. Moreover, a difference in the type of working and ambience is itself a creative thought which may entice the existing and future customers. References1. CALT Learning (2007)