Wegmans Vs Tesco Marketing Management

WEGMANS vs TESCO

1.0 INTRODUCTION

Wegmans is a family run business, chain grocery store, started since 1915. John Wegman was the founder of the grocery store. The store primarily located in the North Eastern part of United State. They have approximately 60 Wegmans stores and they are expanding to reach other regions, most recently in the greater Boston area. Currently, this is their third generation of the Wegmans family, as leadership. They are very successful because Wegmans understand the importance of building a strong culture within their organization and at the same time they are taking care of their customers. It is not possible to the majority but for Wegmans business model will be entirely different. They have successfully build great business, sales was good and at the same time maintain the commitments of services to all their customers.

2.0 BUILDING BLOCKS OF SERVICE QUALITY

Every company would like to get loyal customer who add to repeating purchases and increase their business sales include Wegmans. So, they need to implement the use of the five distinct service dimensions to determine the overall service quality. They include the reliability, the responsiveness, the assurance, the empathy and tangibles. Each of the service quality dimensions makes an extra addition to the level and quality of service which the company offer their customer, and it is also will make the service far and more unique and satisfying.

2.1 RELIABILITY

To reliability service dimension means how Wegmans perform and complete their promised service, quality and accuracy within the requirements between the company and the customer. Wegmans will always promise their customer that it is a great place to shop and the products is not pricey. They will constantly update the look and feel of the place and seems to keep up with the trend and it is properly noted that their goods are arranged in an orderly manner, stocks are categorized at the right section. Besides the layout, they will also freeze the price of 40s basic necessity food product in 2011, such as vegetables, meats, cereals, and poultry. Most of the products are Wegmans own brand.

2.2 RESPONSIVENESS

The responsiveness service quality dimension refers to the willingness of the company who help the customer in providing them a good quality and service so that every customer will feel more valued if they get the best possible quality in the service.

Wegmans have a strong culture with their organization. They will invest on training and development for their employees. They have their extensive employee program which help to retain people and they offered scholarship to the hard working staff members, beginning with teenagers who work part-time and are interested in earning tuition assistance for college. Employees do not have competitive salaries but Wegmans offer compensation package and they will offer full time benefits to part-time workers and get paid back in better recruiting and retention. Therefore, their staffs are friendly and highly trained staff on what they should do and also equipped them with the important product knowledge so it helps them to serve the customer better. Work closely with employees while developing professional relationship through training, education and strong communication will create a very productive and healthy workplace.

2.3 ASSURANCE

The assurance service quality dimension means company's employees. The workers must be able to gain the trust and confidence of the customers and make sure they feel comfortable with the employees so that the customer will return to do further business with Wegmans.

Their primary business is to make great meal easy so that the customer can live healthier and better lives. For the Wegmans label, the supplier must be certified against one of seven Gobal Food Safety Initiative (GFSI) endorsed manufacturing standards or must either be inspected by Wegmans' own Quality Assurance Auditors. They will also train their workers on safe food handling practices. They must complete a computer based course covering temperature control, personal hygiene, equipment sensation and allergen awareness. Therefore, the customers have to confidents on buying their products.

2.4 EMPATHY

The empathy service quality dimension refers to how the company cares and give individualized attention to their customer so that the customer will feel extra valued and special.

The selection, the quality of products and foods are clean and fresh. Customer will have better selection. They have variety of seafood and they will keep the place clean and no fishy smell. The fruits and vegetables are fresh and they have they have the good sign of sanitation. They do have lots of choice for the pre-cooked foods cater for the students. On their web page, there are a lots of recipes provided to the customers.

People like to be serve and especially when they have trouble locating certain items in the store considering of what Wegmans store size is considered big and with proper categorization of their products many customers can easily look for the items they want but to some perhaps of those elderly might find it hard. This is where the friendly service staff of Wegmans will lend their hand to provide the necessary assistance to the customer in help. It is also important that staffs at Wegmans are well trained and equipped with the product knowledge. By having good product knowledge, it helps to answer to certain customer queries directly.

2.5 TANGIBLES

The tangible service quality dimension means to the appearance of the physical surroundings and facilities, equipment, personnel and the way of communication. It's about to create the first hand impressions.

Besides serving as a grocery store, they also provide additional service such as child day care centre, laundry service and others. Customer can take their time to shop for their grocery and may leave their child at the care centre. It will be less worrying as there are staffs that will mean the area and takes care of the children. The service level at Wegman store was truly great and this brings more customers wanted to shop there. It is a direct instinct to everyone because of the experience they have gone through and this is true because the store fulfills the customer purchase and brings new level of service to everyone. It clearly shows that beside Wegman main intention of doing business they have also not forgetting to take care its customer and serve them well knowing by psychology tactics this will win them more customer coming to