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Respond to both discussion post.
1. So, you really made me think about something when it comes
to differentiation and managing relationships. So, companies must understand
its core competencies. So how does this company actually determine its core competencies
and how do they use it to satisfy its customers. Company was BMW
*From the first e-Activity, assess your satisfaction with
the company you researched and make recommendations about how that company
could modify its business-level strategy to both increase your overall level of
satisfaction and to attract new customers. Provide specific examples to support
The company I researched was Dunkin Donuts. I go there all the time to
different locations and notice that some have an approach towards their
customer verses others. There aren’t many locations that offer customer service
as their number one goal. The CEO of Dunkin Donuts needs to build an
employee/customer relationship program where the employee gets rewarded for
customer satisfaction. For example, customers could vote every time they enter
a Dunkin Donuts on different areas like customer service, the quality of
product (was it made to satisfaction), was the dinning area clean, and have an
area where customers can put down the names of their server at the time and
rate their performance overall. Customers should get award points for voting or
giving feedback as well as employees. Customers could win a free cup of coffee
or a donut after so many votes or surveys completed. This would increase the
number of customers each day because everyone loves something for free.
Employees would work harder at their position level if it meant they were to be
recognized and appreciated. Their award could be a day off with pay for a
certain amount of points or a number of positive feedbacks. Employee don not
realize that customer satisfactory is key point to any type of business because
without consumers, there is no revenue, no revenue means no pay check.
*Analyze the five business-level strategies discussed in
Chapter 4 to determine which strategy the company you researched most likely
applies. Determine how your experience with that company might change if it
switched to one of the other four strategies (your choice). Explain your
After viewing the five business level strategies, I come to terms that
differentiation would best be suited for Dunkin Donuts. I say this just because
of the way customers are treated verses the way all people should be treated.
If employees knew the difference in value of customers over employees, they
would see why customers are important. The managers at Dunkin Donuts need to
differentiate loyal employees verses the laid back ones. If the business
strategy level was shifted in another direction to cost leadership, Dunkin
Donuts may have a problem. I say this because the more customers that leave
unsatisfied, they may not return and go elsewhere like Starbucks. It would cost
the company to decrease in revenue and other areas of expenses.