References

Indigo. (n.d.). Retrieved from https://www.chapters.indigo.ca/en-ca/


Kokemuller, N. (n.d.). What is external Customer Service? Retrieved from http://work.chron.com/external-customer-service-6662.html 

MarketingCharts staff (2016, September 12). Who reads books in the Us ? . Retrieved June 28, 2017, from http://www.marketingcharts.com/traditional/who-reads-books-in-the-us-70503/

MSG Experts, Employee Relationship Management. Retrieved from http://www.managementstudyguide.com/employee-relationship-management.htm

Pew Research Center, September 2016, “Book Reading 2016”. Retrieved June, from http://www.pewinternet.org/files/2016/08/PI_2016.09.01_Book-Reading_FINAL.pdf

Yelp Rewiews. (n.d.). Retrieved from https://www.yelp.ca/biz/macleods-books-vancouver

Techniques Learned throughout SEB

I am not a good student. My lack of motivation played with me a few times already. Laziness is a bad friend if you want to succeed in life. This is the first point that SEB had a effect on. First because of the environment it put me trough. Vancouver is a city open to entrepreneurship like I have never seen before. And the people, not only the one I met in SEB, know what their goals are and they are ready to work to achieve it. This environment gave birth to skills that I’ll need and use  for the success of my company but not only, they are helpful in everyday life. The first one of those are the clear improvement of my english communicating ability. I Now know how to be assertive and not aggressive. The importance of listening the customer to be able to see trough his length with the objective of improving his experience beyond expectations. The importance of not said things to : the importance of tailoring every contact a customer has with me or my company, from the image on social media to the cash register. Every Moment of truths counts.I could list a few of other thought related to this topics but I want to get to a more important point for me : I am now responsible. Or at least i am trying to be. Witch I assure you is a big step knowing me. A clarification is needed. It’s not only the fact that I can sincerely apologise for a mistake that I could have made, but also a willingness of taking care of my business and make it flourish like a little banzai that ì could cherish. I remember a 1951 theory of Ludwig Von Bertalanffy comparing the general system of the body to project management. This theory say that every organs has to work for the overall system’s survival. This is another topics I would like to discuss. SEB helped me understand that a project isn't including me anymore, I have to take count of every stakeholders every laws and legislation of BC state, of every ethnicity and culture a city like Vancouver can host. Therefore the importance of creating simultaneously risks plans. Always avoid uncertainty, prefer written contract to parole evidence, not taking my project for what it isn’t, take preventive measures to forecast disastrous event and being able to answer to it when the time come. That’s also all life lessons from SEB. 

Tools Used

For advertising, marketing and communication with external customers I will use Social media such as Facebook and twitter because they are the most popular one. For communication with internal customer I will use Push Scheduler because it allow me to check their hour, planning and give them notification on one application only.  

Customer loyalty program

Building a customer loyalty takes time, but it worth it. Customer loyalty is a way to insure the good health of a company by insuring the likelihood of continuing business with my company. It is also a way for insuring basic revenue and a good word of mouth.

 Our customer loyalty program will include a card containing the precedent items the clients bought or sell to us and will also be used as a pass for the events. Witch I will be developing later. The all customer loyalty program will be controlled by an app where the history will be visible for members linked to recommendations tailored on the precedent items. A system of pre-order will also be created directly linked t your online bookshelves and bar. This will also include free invitation to our events of any type and will insure to the customer a seat and discount for every guest he could bring. 

The long term customer loyalty program will be free articles once the customer will reach a certain amount of transaction with the company. 

A twinning project with a sponsorship program will be installed with 50% discount on the next purchase for both the sponsor and the sponsored. 

The reason the customer loyalty program have been designed this way is that I believe that I can offer a better tailoring. I want the customer to enter in RC’s bookstore like it’s their own boudoir. With the certainty of finding a book and a drink that they will love without the struggle of having to do by themselves. It’s also a way to make them profit my suppliers for both drink and books. The personalisation of the experience is, therefore, crucial in my customer loyalty program. 

Revenue Projection