Impacts of the Customer Empowerment on Employees Free-Samples

Question: Discuss about the Positive and Negative Impacts of the Customer Empowerment on Employees. Answer: Introduction Customer empowerment is the freedom or power of a client or customer to give his/her opinion on the nature of the company, products or services offered (GIBSON, 2012). This can be an idea on how to improve the product or services that are offered to fit the customers expectations, to improve the conditions of the services or how to improve how the company works. This factor was more common in the past years where the customer could give his /her views without fear of contradiction, harassment or face a legal action. An example is the reality shows where the media conversation was one way and the best winner was rewarded without hesitation, unlike today where the winner has to be decided by the viewers in the case of a television show and listeners in case of a radio show. In tourism industries, customers are very important as they take a greater part of the sectors enforcement for development. As a result, the customer has the power to give an opinion on what needs to be improved or eradicated to fit the stipulated objectives towards the customer by the tourism company (RAY, 2015). This customer empowerment has both positive and negative impacts on the employees, customers themselves and the firm. Positive impacts on; Employees These are the firms service providers to the customers and empowerment of the customer may positively impact on them by; Personal development, correction by the client on ways of service provision by the employee may enhance personal development in that the employee re-corrects to well serve the other customers for better complements (OETTING, 2009). Motivation, this is the increase in moral or passion for doing something for better performance. If a customer positively complements the employee, it adds to the employees morale to be better to receive better compliments and even at times appreciations. Customers Being the one to give an opinion to about something it positively influences oneself; The main aim to give an opinion is to satisfy your requirements enhancing a positive customer outcome. Status maintenance, a customer may re-correct a situation to fit his/her level with fear of losing the status. Firm the main service provider outlet; Development, when a firms station is corrected that means its developing. Increased profit margins. Need for having a positive customer outcome is to create more profits. Negative impacts Employees; Harassment, sometimes the opinions may be given in a harsh manner making the employee feel undeserving. Loss of jobs, an opinion by the customer may be misunderstood resulting in loss of the job. Customers; Conflict, the customer may give an opinion that may feel as an offense resulting in conflict. Harassment/extortion, the customer may give an honest opinion but face harsh judgment and even at times forced to apologize through beating or extortion. Firm Poor customers outcome, the negative opinion given may be channeled to different customers that may lose trust in its services and products. Increased operational caused incurred during restoring the pointed issues that wound enhance the firm's development. Conclusion Customers empower is not a bad feature in the business world for customers to speak their mind but should be done under certain conditions. All business units should involve their customers while making decisions on issues affecting them to avoid certain embarrassing situations. References GIBSON, P. (2012). The world of customer service. Mason, Ohio, South Western Cengage Learning. INFORMATION RESOURCES MANAGEMENT ASSOCIATION. (2017). Organizational culture and behavior concepts, methodologies, tools, and applications. Hershey, Information Science Reference. OETTING, M. (2009). Ripple effect: how empowered involvement drives word of mouth. Wiesbaden, Gabler. https://public.eblib.com/choice/publicfullrecord.aspx?p=750540. RAY, N. (2015). Emerging innovative marketing strategies in the tourism industry. https://public.eblib.com/choice/publicfullrecord.aspx?p=3433325.