lesson 3-4

23問 • 1年前

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- Customers pick products, which they think offer utmost value. Their selection of products and services will be based on their individual value perspective. Example, not all mothers think the same way in choosing a detergent soap.

Customer-perceived value

is based on the perceived performance of the product in connection with the expectations of the customer. This means that if the performance of the product does not meet the expectation of the customer, he or she will be dissatisfied and may switch to the other brands that will satisfy his or her expectations.

Customer satisfaction

teaches companies and the customers to build trust by having interactions, which result in lasting relationship. The seller should make the customer feel that his or her needs are important and should take care. Moreover, even after sales, the seller must continue to provide the client with information and service.

Relationship marketing

- One of the great values of dients in marketing is being the advocate of the product or service themselves. Their testimonials are so powerful compared to the traditional promotional tools that companies are commonly used. Their words spread fast from one person to probably multiple receivers. It can be through face-to-face communications like small talks with friends or a channel like in the social media (Youtube, Facebook, Twitter and Instagram).

Value of customers to Marketing

of a customer in marketing is being the source of information in developing or improving the product and service features and benefits. The marketers conduct market research to have a basis of product development plan. The market researchers generate or gather the views, thoughts, or opinions of the customers and turning it into a useful data, which is treated with a large importance in producing and improving the products or services regarding its pricing, distribution and communication efforts.

Another value

are the most common of all of the customers. For their consumptions, these individuals or households purchase products or render services to satisfy needs. These markets are the mothers, teenagers, young executives, and farmer.

The consumer markets

are customers that purchase goods (raw materials and industrial products) or render services (manpower and transportation) for the production of their products or services. These markets are the companies like Proctor & Gamble, San Miguel Corporation, Lamoiyan Corporations.

The business markets

purchase products or services that they resell and gain profit from it. These markets are the companies like Robinson, SM, and Landmark.

The reseller markets

are customers that purchase commodities or services to provide public services like providing relief goods during disasters. Their markets are government agencies like Department of Social Welfare and Development, Department of Agriculture, Department of Education. The international markets are customers that import commodities for various purposes. Examples of these markets are Asian market, European market, and American market.

The government markets

The following are steps that learners can take in assuring the delivery of excellent customer service culture.

1. Provide product knowledge 2. Train employees 3. Establish system 4. Attend to Issues 5. Empower employees

. The key secret in increasing number of brand champions in a company is to provide every employee excellent product knowledge by producing a product briefer that is handy, easy to read and understand. If all employees in the company are well equipped with the right information about the product or services, the chances of giving proper answers to inquiries of customers in an unexpected moment and place will be greater.

Provide product knowledge

. Providing proper training to employees on customer service is critical. This is where they commonly imbibe the culture of customer service excellence. It is not enough for employees to know the profile, value, and promotion of the product or service. It is necessary to train the employees to have customer empathy. The customers must feel the genuine care and concern of the employees in providing service.

Train employees

. The venue is another thing that needs to be considered in providing quality customer service. The company should develop systems that will support excellent customer service. From over-the-counter customer service via information desk to more sophisticated technologically driven customer service system like phone and Internet customer service, many companies in the country have invested in new technologies in finding solutions to the needs of the customers.

Establish system

. Resolving to customer issues is one of the main considerations in providing quality customer service. The employees should properly deal with customers even if they are at the height of their emotions in filing complaints. The customer must feel that the employee is truthfully listening to his or her complaints. Thus, employees should show interest in the things that the customer is saying. Employees should not make gestures, postures and facial expressions that will signify negative responses like displeasure or belief.

Attend to issue

. Every employee is the face of the company once they are in front of the customer. Empowered employees are proud and happy to serve customers with utmost quality and care. Thus, the company must empower their employees. The employee must feel that they are expert in the brand, and their primary goal is to secure customer satisfaction. When employees are given the power to make the customer happy and satisfied, the whole company will benefit.

Empower employees

is the plan that marketers design in accomplishing goals. It attends to the managing of the business growth regarding sales, competition and brand imaging which is necessary for attaining competitive advantage in the market.

Strategic marketing

is the means that the marketers identify in reaching the goals. It deals with the identified activities of the marketers for the realization of the goal.

Tactical Marketing

is a total system of interacting business activities designed to plan, price, promote and distribute want- satisfying goods or services to present and potential customers.

marketing

is something that solves an actual or imaginary problem.

expectations

is simply something that we'd like to have for whatever rational or irrational reason.

wants

are the anticipated circumstances of a purchase.

needs

is the lifeblood of the company. It is the one who generates the income of a company through the sales, profit, and/or revenue.

income

is a term used by marketers in referring to the various factors and strong players that make an impact on the ability of the company to establish and sustain a profitable relationship with its target customers.

✓ Marketing environment

2.1

Shekinah Bismonte · 58問 · 2年前

2.1