What is an example of a company that prioritizes customer delight and sees this focus impact their competitive advantage?

  

Unit 2 Learning Journal (just 1 page Describe an example of a company or organization, not discussed previously in the course, where the focus on customer delight has a direct and long-term impact on the brands competitive advantage. Why did you choose this example?Requirements:Your reflective Journal article should consist of a minimum of three paragraphs, with at least four to five sentences per paragraph. The Journal must be concise, well-written, and demonstrate a thorough understanding of the question asked. This Journal exercise provides you the opportunity to demonstrate your knowledge of this units learning, and to reflect how the unit pertains to you, personally, now, and in your future career goals.After completing this unit, you should be able to:Investigate why achieving sustainable competitive advantage is key to the success of any organizationsmall, medium or large.Examine the relationship between an effective value chain and competitive advantage.Analyze how to compete based upon four key dimensions of competitiveness.Investigate the value chain-financial performance link.

Introduction:
In the business world, both small and large organizations are continually in the race of achieving long-term success through sustainable competitive advantage by building their brand image. One of the key factors in attaining this is through customer delight. In this journal, we will examine an example of a company outside the scope of this course, where the focus on customer delight has a direct and extended effect on its brand’s competitive advantage.

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Description:
To exemplify the importance of customer delight in building a brand, we will take the case of Zappos. Zappos, a renowned online shoe and clothing store with exceptional customer service, is famous for delighting its customers with its high degree of personalized attention, exceptional customer service, and fast delivery. Zappos has established itself as an indelible brand in the market due to its emphasis on building long-term customer relationships. By prioritizing its customers, Zappos has garnered a loyal customer base that has not only resulted in high customer retention, but it has also facilitated new customer acquisition through word-of-mouth advertising, both online and offline. Furthermore, this customer-focused approach has allowed Zappos to build a sustainable competitive advantage over its competitors, including brick-and-mortar retailers, by differentiating itself through exceptional customer service and personalization.

The reason for choosing Zappos as an example is because its story is a classic example of how a new company can emerge as an industry leader by prioritizing customer delight. Its focus on building long-term customer relationships has allowed it to establish a unique value proposition in the market, substantially impacting its financial performance and competitive advantage. Zappos has not only set the bar for exceptional customer service but has also shown that sustainable competitive advantage could be achieved by prioritizing customer delight. This example highlights the significance of customer focus and the direct impact it can have on an organization’s competitive advantage.

Objectives:

– To understand the impact of focusing on customer delight on a company’s competitive advantage.
– To identify a company that exemplifies the concept of customer delight and its impact on competitive advantage.
– To analyze the key dimensions of competitiveness and the relationship between an effective value chain and competitive advantage.
– To investigate the link between value chain and financial performance.

Learning Outcomes:

After completing this reflective journal, you will be able to:

– Explain the importance of sustainable competitive advantage in the success of any organization.
– Evaluate the impact of customer delight on a company’s competitive advantage.
– Analyze the relationship between an effective value chain and competitive advantage.
– Evaluate how a company can compete based on the four key dimensions of competitiveness.
– Demonstrate an understanding of the link between value chain and financial performance.

Solution 1:
An example of a company where the focus on customer delight has had a direct and long-term impact on the brand’s competitive advantage is Amazon. From its inception, Amazon has always invested in creating a seamless experience for its customers. The company has continuously improved its processes and technologies to ensure customer satisfaction. This focus on extraordinary customer experience has helped Amazon to build a loyal customer base and led to its success.

One of the things that make Amazon stand out is its commitment to fast and reliable shipping. The company has invested in creating a robust logistics network to ensure that customers receive their products on time. As a result, customers associate the Amazon brand with speed and efficiency, which gives the company a competitive advantage over its rivals.

Solution 2:
A company that also focuses on customer delight and has gained long-term benefits is Apple Inc. Apple has always been known for its exceptional designs, user-friendly software, and superior product quality. The company’s focus on customer satisfaction has helped it build a strong and loyal customer base, which has led to its success in the technology industry.

One of the significant ways that Apple has created an extraordinary customer experience is through its customer service. The company has established an extensive support network to address customer inquiries and provide solutions promptly. As a result, Apple has been able to build a loyal customer base that trusts the brand, and this has given it a sustainable competitive advantage over its rivals.

Suggested Resources/Books:
1. “Competitive Advantage: Creating and Sustaining Superior Performance” by Michael E. Porter
2. “Customer Delight: A Guide to Exceeding Customer Expectations” by Steve Curtin
3. “Understanding Michael Porter: The Essential Guide to Competition and Strategy” by Joan Magretta

Similar asked questions:
1. How does a company achieve sustainable competitive advantage?
2. What is the relationship between value chain and competitive advantage?
3. What are the four key dimensions of competitiveness that a company should focus on?
4. How can a company create direct and long-term impact on its brand by focusing on customer delight?
5. What is the link between a company’s value chain and its financial performance?

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