What G-market needs in order to maintain loyal customers
The Korean online store G-market is an organization much like Amazon. It offers various products such as groceries, clothing, and electronics by registering multiple suppliers to sell their products through the website. If a register is accepted, G-market allows the products to be sold under its name. I’ve been a customer of G-market for about five years, and I had my first problem with them this summer. After receiving a scale that I ordered, I noticed that it was broken—I lost five pounds in one day according to the scale, which I knew couldn’t be right. I returned the product the next day and waited for my money back. A few weeks went by, and the money was still not back in my account. …show more content…
explained how the services theater framework involves the same theatrical elements as a stage production: actors, audience, setting, frontstage, backstage and a performance (26). My G-market experience can be put into the service theater framework, the actor is the seller, the audience is myself, the setting is G-market (online), and the performance is the process of purchase and service period. G-market’s performance and frontstage setting are unstable—I felt like there was absolutely no contact between frontstage and backstage. Backstage should be the place to find out the problem of their performance to make improvements. If not, it will result in poor customer service, a bad reputation, and, ultimately, no repeated customers. It is crucial for a thriving online market to have excellent customer service. Customer-trusted organization lead by great customer service can give the organization an opportunity to expand. An online setting makes global marketing possible, so customer service should be a …show more content…
In order to have good performance, good interaction between actor and audience is needed, because a happy customer becomes a loyal customer. To perform successfully, actors have to be ready to change their behavior for each audience. So, first of all, methods for recruiting representatives should be reviewed. Firstly, it is important to train and educate the representatives properly; they are the main people who directly speak with the customers. Dealing with customers, there will be numerous situations that are hard to resolve. One way to start is training them to have more knowledge about the organization’s regulation in order to help customers more quickly. The way representatives speak, their tone of voice, and making sure that customers feel that they are valued can also be taught in the training. Secondly, motivate the employees to be better. Making a positive atmosphere can contribute to a more productive work place, which will motivate employees to have a positive attitude when servicing the customers. For instance, a rewards program can be created for the employees. Rewarding a bonus or a prize can boost employees’ performance and overall workplace satisfaction. Lastly, the sellers should be willing to represent the organization well. Even if a seller does not work directly with the organization, they are still
The Korean online store G-market is an organization much like Amazon. It offers various products such as groceries, clothing, and electronics by registering multiple suppliers to sell their products through the website. If a register is accepted, G-market allows the products to be sold under its name. I’ve been a customer of G-market for about five years, and I had my first problem with them this summer. After receiving a scale that I ordered, I noticed that it was broken—I lost five pounds in one day according to the scale, which I knew couldn’t be right. I returned the product the next day and waited for my money back. A few weeks went by, and the money was still not back in my account. …show more content…
explained how the services theater framework involves the same theatrical elements as a stage production: actors, audience, setting, frontstage, backstage and a performance (26). My G-market experience can be put into the service theater framework, the actor is the seller, the audience is myself, the setting is G-market (online), and the performance is the process of purchase and service period. G-market’s performance and frontstage setting are unstable—I felt like there was absolutely no contact between frontstage and backstage. Backstage should be the place to find out the problem of their performance to make improvements. If not, it will result in poor customer service, a bad reputation, and, ultimately, no repeated customers. It is crucial for a thriving online market to have excellent customer service. Customer-trusted organization lead by great customer service can give the organization an opportunity to expand. An online setting makes global marketing possible, so customer service should be a …show more content…
In order to have good performance, good interaction between actor and audience is needed, because a happy customer becomes a loyal customer. To perform successfully, actors have to be ready to change their behavior for each audience. So, first of all, methods for recruiting representatives should be reviewed. Firstly, it is important to train and educate the representatives properly; they are the main people who directly speak with the customers. Dealing with customers, there will be numerous situations that are hard to resolve. One way to start is training them to have more knowledge about the organization’s regulation in order to help customers more quickly. The way representatives speak, their tone of voice, and making sure that customers feel that they are valued can also be taught in the training. Secondly, motivate the employees to be better. Making a positive atmosphere can contribute to a more productive work place, which will motivate employees to have a positive attitude when servicing the customers. For instance, a rewards program can be created for the employees. Rewarding a bonus or a prize can boost employees’ performance and overall workplace satisfaction. Lastly, the sellers should be willing to represent the organization well. Even if a seller does not work directly with the organization, they are still