Marketing module 2

• Customer loyalty is founded on excellent customer services.
• Basic marketing also called "direct sales" and is the most basic level of interaction between the company and the costumer. The sales person takes charge of selling the products. or services to consumer.
• Reactive marketing the transaction moves to a higher level because the sales person tells the customer that he or she can be contacted to answer any inquiry about the product or service.
• Accountable marketing the sales person voluntarily contacts the customer to ensure that the product is in perfect condition and met the expectation. The salesperson encourages the customer to provide suggestions on how to improve the product or services.
• Proactive marketing. The company works closely with a group of regular customers who provide constructive feedback for the improvement of the product or service. They also help in the development of new product or services
• Partnership marketing. The final level. The company has already built a loyal group of costumers who can help in improving its performance and offerings
• Customer is value defined as the satisfaction derived from what a customer may experience or expect to experience by choosing a particular action relative to the cost of that action.
• Action - can be a purchase, a visit, an order, or a sign up.
• Cost -refers to anything that can be given up to receive the desired product or service (money, time, knowledge, data etc.)
• Basic & expected level. Include basic requirements of conducting a business. Ex. Restaurants are expected to have a spacious dining area and clean tables and utensils If these are not met, it cannot provide high quality customer value.
• Desired level. Involves what the customers want from the purchase or service experience.

  
  

  Ex: a retail shop can provide friendly and helpful staff that can assist the customers in making the right purchase.

  
  

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• Unanticipated level, Pertains to an unexpected purchase or service experience that may go beyond what the customer desires.

  Ex. In a gasoline station, the gasoline boy cleans the car windows after filling up the car's tank without extra charge.
• Strangers are customers whose needs do not fit the company's offerings. The company does not need to invest and exert effort to win them.
• Butterflies are not loyal to a specific brand because they keep on looking for the best deals which may lead to patronizing other brands. The company can enjoy profits from these customers only for a short period
• True Friends have needs that match the company's offerings. They make repeat purchase and patronize the brand so long as it satisfies their needs.
• Freeloaders are loyal but not profitable because of the limited fit between their needs and the company's offerings. Few salons customers patronize its services regularly but not enough profit to sustain maintenance cost unless it will raise the prices of its services.
• Top 9 soft skills for customers Service job

  1.clear communication 

  2.listening Skills

  3.self-control

  4.postive attitude

  5. Assertiveness 

  6.  Conflict resolution

  7.  Empathy

  8.  Tasking responsibility

  9.  A sense of humor