Though added later to the marketing mix, people are one of the most important elements ever of the marketing mix. This is mainly because of the phenomenal rise of the services industry. Even products are being sold through retail outlets today. If the retail outlets are not handled with the right people, the product will not be sold. Thus, the right people are important in product as well as service marketing mix in the current marketing scenario (Bhasin, 2016).
Nikes People
Customer Care-Nike
According to Howlett (2013) with more than 4 million followers on Twitter, to say Nike has a huge social following is an understatement. The company recognizes just how important customer service is, especially on social media. Which is why Nike created a separate Twitter account just for responding to customer inquiries and issues. Nike Support is dedicated to all things customer service, making it easier for customers to reach out when they have a problem or a question they want answered. Nike Support is very active and like other companies with great social media customer service they are very quick to respond. The link below is for Nike twitter support page.
https://twitter.com/nikesupport?lang=en
Training of staff-Nike
The above link will take you to Nikes employee code of ethics and training manual.
In 2011 Nike created Xcelerate, an annual team-based learning program in which 35 employees are selected for high-potential development by their managers and are then given specific, business-relevant group projects by senior leaders that balance both current and future organizational needs. Those who distinguish themselves through this program may then be considered for future placement on the company's corporate leadership team, which is made up of about 200 leaders from a variety of divisions (O'Brien, 2011).
Recognition and Reward-Nike
In 2008 Nike received the American Psychological Associations (APA) Psychologically Healthy Workplace Award (PHWA) for recognition of its workplace practices promoting employee health and well-being. This award was for Nike Tennessee (Nike News, 2008).
After glancing at Nikes employee code of ethics I think that Nike would be a good company to work for. They seem to treat their employees well and provide many benefits and rewards. I also think that they would be a strict and disciplined company when it comes to employees which is not a bad thing. They provide the right training and opportunities. As for customer care like many companies they have good and bad reviews. Having looked at their twitter customer service account they seem to be quick at responding and very helpful to customers. This would encourage me to buy products from them knowing they provide good customer service.
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