<American College of Commerce and Technology>
<Course : Management of Information Systems >
<Instructor Chukwuma >
Making business decision 1: Virtual Customers
Making Business Decisions I:
By establishing a virtual world presence, opportunities arise for researching the market and testing markets with new ideas and strategies without damaging customer relations in the real world. A fine-tuned marketing strategy will result. Whereas customer relations in the virtual world are more impersonal and thought-provoking, customer relations in the real world can benefit from the experience the Café encounters in the virtual ...view middle of the document...
I believe JetBlue would have been far wiser to use its own website or public news source websites to communicate this extraordinary situation and the company’s concern for its customers rather than a more obscure website.
If I was using YouTube at the Café, I would make certain other methods for communication were also employed. However, I would list a banner on the touchscreen monitors on our tables and on our website that provides a link to the YouTube site. In addition, I would provide a banner on our website and use pop-ups to communicate our concerns to our customers, while promoting other services such as delivery and online or call-in orders. It is important that customers understand the situation involving new trainees and new equipment and that, once mastered, customers will be better served. When dealing with the public, it is clear that as long as customers are kept informed, they are willing to tolerate inconveniences and even assist whenever possible.
Apply Your Knowledge:
The lack of integrated information systems is like pieces to a jigsaw puzzle which are scattered on a table – each gives some information, but it is impossible to see the whole picture without putting it together. Without high quality information, the Café cannot function efficiently or effectively. Knowing what times of day are busiest, products that are best sellers, financial statement information concerning periods of highest sales and information regarding specials from suppliers, as well as timely ordering, are examples of important business issues that must be evaluated based on a highly integrated system. Knowing the busiest times of day affects employee scheduling. Products that are best sellers need to be kept in stock and promoted. This can only be done if we know which products are the best sellers. Financial information regarding sales helps determine hours of operation. If the first hour of the day is the busiest, we need to consider opening earlier to maximize productivity. Information from suppliers is essential for maintaining a good selection of merchandise and making sure inventory is maintained. Ultimately, high quality information provides effective marketing, sales, management and customer relations information. These are just a few of the reasons we must establish highly integrated systems that provide high quality information.
Create a strategy for using YouTube as a vehicle to communicate with your customers about the unusual long wait lines and what you are doing to rectify the problems.
YouTube would help in communicating with customers about the unusual long waits for frappachunios and cappuccinos through a video. As JetBlue's founder apologized to its customers via YouTube for the cancellation of flights, that's how Broadway café...