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Marketing Research
Nakano, Andrea ; Zadražil, Vojtěch (referee) ; Chlebovský, Vít (advisor)
This masters´s thesis deals with the marketing research and customer satisfaction analysis, which have been focused specifically Albert supermarket, located in Masarykově Square in Jihlava. The first part of this work summarizes the theoretical knowledge, such as the processes of marketing research, purchasing behavior and how to measure customer satisfaction. The second part is the practical part of the study, which examines the assessment of information obtained through the research, as well as recommendations. These should enhance the satisfaction levels of the existing and future customers and further improve the competitiveness of this business operation in its market sector.
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Position and role of call centers
Blažej, Michal ; Sejpková, Pavlína (referee) ; Chalupský, Vladimír (advisor)
This diploma thesis deals with the topic of „Position and Function of Call Centres in Telecommunications”. It focuses on alternative ways of customer´s communication with the company mainly by mobile phone. The content of this work is the characteristics of services, the specification of ways of communication between the customer and the company, the description of T-Mobile´s products using the alternative ways of communication with the company, the survey of T-Mobile´s Call centre´s activities and the research part. The aim of this work is to find out recomandations and progressions for improvement of working and standing of Call centre within the T-Mobile group. At the end of the work there are added some appendixes.
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Péče o zákazníky ve vybrané marketingové agentuře
Kovář, David
Kovář, D. Customer care in a selected marketing agency. Bachelor thesis. Brno: Mendel University in Brno, 2023. The bachelor thesis deals with the research of customer satisfaction in an unnamed marketing agency. The research is carried out by means of a questionnaire survey of the clients in marketing agency. The questionnaire research had a return of approximately thirty percent. Subsequently, anonymized research was carried out on thirteen competing marketing agencies. Based on results of both researches were created recommendations for improving the quality of care in the selected marketing agency. Costs were quantified to better prioritize the implementation in recommendations. Based on research conducted, it was found that the marketing agency has mainly satisfied customers and its service is of a high standard. The weaknesses of the marketing agency are speed, working with social media and inappropriate selection of some items for presentation to customers. Compared to competitors researched marketing angency has an advantage in the complexity of services and client education.
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Bank and social networks
Vohnický, Tomáš ; Očenášek, Vladimír (advisor) ; Kánská, Eva (referee)
This bachelor thesis is about communication activities of the bank on social networks, which are a perfect tool of marketing and communication. The thesis is divided into two parts, the theoretical part or literary research, and practical part.
The theoretical part describes the various social networks, including a brief history and functionality. Then there is the view of the selected bank institution on social networks which bank uses.
In the practical part in the first block are analysed communication plans for individual quarters of 2015 and then there is a look at the most successful posts. Second block analyses the customer care and how the bank communicates on selected social network with users.
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Marketing Research
Nakano, Andrea ; Zadražil, Vojtěch (referee) ; Chlebovský, Vít (advisor)
This masters´s thesis deals with the marketing research and customer satisfaction analysis, which have been focused specifically Albert supermarket, located in Masarykově Square in Jihlava. The first part of this work summarizes the theoretical knowledge, such as the processes of marketing research, purchasing behavior and how to measure customer satisfaction. The second part is the practical part of the study, which examines the assessment of information obtained through the research, as well as recommendations. These should enhance the satisfaction levels of the existing and future customers and further improve the competitiveness of this business operation in its market sector.
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Position and role of call centers
Blažej, Michal ; Sejpková, Pavlína (referee) ; Chalupský, Vladimír (advisor)
This diploma thesis deals with the topic of „Position and Function of Call Centres in Telecommunications”. It focuses on alternative ways of customer´s communication with the company mainly by mobile phone. The content of this work is the characteristics of services, the specification of ways of communication between the customer and the company, the description of T-Mobile´s products using the alternative ways of communication with the company, the survey of T-Mobile´s Call centre´s activities and the research part. The aim of this work is to find out recomandations and progressions for improvement of working and standing of Call centre within the T-Mobile group. At the end of the work there are added some appendixes.
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Use of modern cutomer care tools for start-up project
Duchaň, Jan ; Pavlíček, Antonín (advisor) ; Galba, Alexander (referee)
Objective of this thesis is to propose optimization and expansion of the tools used for customer care from the perspective of communication with customers in a specific environment, commencing, thus start-up, project. The theoretical part explains the basic concepts that relate to the work environment, customer care, communication and technology, which are further used in the practical part. The practical part includes a closer acquaintance with the specific start-up project, including a list of used communication channels and tools that are further investigated to determine their effectiveness and use. Another part of this chapter is an analysis of available communication channels and tools of customer careincluding modern ,but also classical and their comaprison For objective and successful optimization is part of the practical part a sociological research, which examines the preferences of potential customers and their subjective evaluation of the specific variants of communication from the perspective of boosting confidence, or on the contrary loss of their confidence in the selection of the company. In the end of the chapter there is designed such optimization, which uses all the available tools modern and classical at minimal financial cost and also reflects the results of sociological research and analysis of originally used communication methods of start-up project.
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Customer relationships in the selected company
BLÁHOVÁ, Adéla
The aim of this thesis is to provide a comprehensive overview of the customer satisfaction and Customer Relationship Management and to analyze the client satisfaction in the company ESSOX s. r. o. In the end I suggest specific recommendations to improve the quality of provided services.
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Marketing research of customer care in the field of women's underwear
Doubková, Klára ; Horová, Olga (advisor) ; Konarovská, Helena (referee)
The bachelor thesis inquires into the customer care in the field of women's underwear and focuses primarily on helpfulness and sale skills of the staff, the specialized knowledge of the staff and the assortment of offered goods. The marketing research was based on the mystery shopping method in seven selected retail stores selling underwear. Seven independent instructed model customers participated in the mystery shopping. The research clearly shows that the staff employed in the stores is pleasant, but untrained, and the offered range of goods is definitely not able to satisfy all women. The situation is most critical in big chain stores.
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Mystery shopping: Use and optimization methods for a particular organization in the Czech Republic
Křišťál, Jaroslav ; Král, Pavel (advisor) ; Polanecká, Šárka (referee)
The thesis is focused on the research method of Mystery Shopping, used for anonymous and impartial evaluation of service quality and customer service. In the theoretical part I will examine how and why the method is used, what is the procedure for its application and how the results are then interpreted. An important part is the ethical codes that are specific to this method. In the practical part I will use theoretical areas of knowledge which will then be applied into practice. In the selected company measures of the level of customer service are examined with the just-mentioned method. After the research I was able to reveal the company's management strengths and weaknesses in customer care, and advise them on which areas should be addressed in the next period. I also suggested ways to optimize methods for the mystery shopping company to give better information about the company's management level customer service to stores.
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