TECHNO 2-3

• Customer


  Individuals and businesses that purchase, use and judge goods and services
• Consumer


  Anyone that consumes a product or service
• Loyal Customers


  • Make up a minority no more than 20%
• Impulsive Customers


  • Do not have a specific product in mind
• Discount Customers


  • Shop frequently but base buying decisions primarily on markdowns
• Need base Customers


  • With the intention of buying up specific product
• Wondering Customers


  • Nature of what they want to buy and largest amount of traffic to the company
• Customer Needs


  Motivates the customer to purchase product or services
• Functional Needs


  Core purpose or function that the product or services is expected to fulfill
• Social Needs


  Desire to fit in or to be accepted
• Emotional Needs


  Feeling and emotion that a customer wants to satisfy through purchase
• Kano Model


  A framework for understanding customer satisfaction with product features
• Attractive Quality


  • Features that delight customers when present but don't cause dissatisfaction when absent
• Performance Quality


  • This cause satisfaction when fulfilled and dissatisfaction when not fulfilled
• Must Be

  • Customers expect and are taken for granted
• Indifferent


  • Do not affect customer satisfaction whether they are present or not
• Reverse


  • Some customers like but others dislike
• Customer Pain Points


  The issues customers experience when using your product
• Customer Demographics


  The statistical data relating to the population and particular group within it
• Market Segmentation


  Understanding customer demographics
• Customer Avatar


  Representation of your ideal customer
• Value Proposition


  Identifies clear measurable and the demonstrable benefit
• Emotional Needs


  Feelings and emotions that a customer wants to satisfy through purchase
• Social Needs


  Desire to fit in or be accepted by others
• Functional Needs


  Core purposes or functions that a product or service is expected to fulfill