Unit 2 Discussion (5)

Cost In an effort to cut costs, some companies have lowered their standards in relation to customer support employees (Caldwell & Anderson, 2017). This decline in customer support can often leave consumers frustrated and send towards a competitor in the market. However, Chick-fil-A understands that to remain competitive, they must be selective on how they deal with cost. This relates to how they pay their employees and how they focus on marketing. They are one of the higher paying fast-food chains and also allow employees to apply for their scholarship. They have held on to their values and ensure marketing costs are directed towards "faith, community, family and patriotism" (Chick-fil-A, 2023). This is demonstrated through carefully curated marketing campaigns. I will always choose this brand over other fast-food chains because of their customer service excellence and standard of quality. Quality There is a distinct correlation between quality and overall business performance (Presutti, 2013). Competitive advantage involves several factors, including quality of suppliers/vendors, cost of services, and response time. Roper St. Francis Healthcare (RSFH) is an organization that has prioritized all these factors. This is evident in their organizational strategy as they compete in a saturated healthcare market. RSFH is the only nonprofit hospital system in the Lowcountry, and taking care of their community through quality is one of their top priorities (RSFH, 2023). They were the recipient of various prestigious quality related awards in 2023 alone. This gives them a competitive advantage in the Charleston healthcare market. It also helps them highlight their organizational mission and values which helps consumers establish brand loyalty. Response time Response time includes eliminating inefficiencies within the organization to increase overall
performance (Presutti, 2013). If you have ever been through a line at Starbucks, you might notice that while the line is almost always wrapped around the building, you move through quickly. With an option to order ahead on the mobile app, Starbucks increased response time from order to placement in consumer's hands. In my experience, they are always willing to fix anything if you are not fully satisfied, no matter how long the line is. This speaks to their competitive advantage in the coffee market and their overall efficiency. Flexibility One important lesson that the Covid-19 pandemic taught companies was that remote work is the future and in response, consumers desire flexibility. Airbnb quickly rearranged their business model in 2019 to adapt to changing consumer needs and the spike in consumers working from home. This flexibility and shift in their value chain resulted in long-term stays doubling in 2019 by Q4 (Airbnb, 2022). This change of direction is what keeps them competitive in their niche market and why they remain a household name. They believe that focusing on their "Live and work from anywhere" program directly benefits communities by increasing various economic aspects such as employment and housing. Because this program attracts jobseekers from everywhere, customer service improved, as did the number of bookings on their platform. References Airbnb. (2023). Airbnb guide to live and work anywhere: How communities can benefit from remote workers. Airbnb-Guide-to-Live-and-Work-Anywhere-15-September-2022- 1.pdf Caldwell, C., & Anderson, V. A. (2017). Competitive Advantage : Strategies, Management and Performance . Nova Science Publishers, Inc. Chick-fil-A. (2023). Who we are. https://www.chick-fil-a.com/about/who-we-are
Presutti, W. (2013). Understanding the Dynamics of the Value Chain: Vol. 1st ed . Business Expert Press.
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