Customer Relationships

Customer Relationships

Introduction

The main source of income for a company is its customers. In this increasingly competitive world, companies that want to increase their earnings have a prime focus on customer services. Customer service is very critical in a company's success and image building. Customer Relationship Management is a business strategy in order to achieve the greatest long-term customer value. Reputation is the main pillar on which a company is standing, and if reputation is lost than nothing is left. Reputation risk, or risk of the image, is the potential impact of an error management on the image of an organization. It is the adverse effect on the perception of customers due to some, errors, controversy or poor management. This paper addresses customer service relationship of Toyota motors and Comcast Cable Services.

Discussion

Company with Good Customer Relations

Toyota Motors is an automobile manufacturing company owned by Toyota Motor Corporation in Japan. This Japanese brand has a major automobile market in U.S. It has become a successful and popular brand because of well designed vehicles and high reliability and durability of its products.

Toyota Motors is a customer centric organization which values its customers a lot and has built a reputation because of reliability of its products and good customer care service. According to Potterf, Toyota's service and reliability is the jewel in its crown. “Toyota Motor Corporation is the envy of other manufacturers because of the quality and reliability of its vehicles, which are of the gold standard in the industry. Customer loyalty is so high that Toyota can make money without offering extreme discounts.” (Potterf, 2006)

However, even a company like Toyota, which is high on quality and service, can fall from grace, and it has actually fallen. It started when Toyota started to receive complains for its accelerator pedals. Customers found the pedals sticking to the ground which was a huge blow to the reputation of Toyota.Though, Toyota had worked diligently to reestablish its quality image. The company decided to recall approximately 2.3 million vehicles in order to correct this error. They admitted their problems, apologized and followed through on an action plan to rectify the situation, both in the short term and for the long run, and it actually worked.

Firstly, its spokespersons had communicated with the customers directly about the problem and assured them that Toyota is working on the mater. They took the customers in confidence, which I believe, was the ...