Marketing Share: What Customers Really Need, Want and Expect

Going beyond customer service and keeping customers for life doesnt mean just doing things right. You must also do the right things right at the right time, as defined by customer.

This is a list of 10 needs that all customers have in one capacity or another. Remember that the list just a starting point. Customer need from you:

• Help
• Respect and recognition
• Comfort, compassion and support
• To be listened to with emphathy
• Satisfaction
• Trust and trusworthiness
• A friendly, smiling face
• Understanding
• To be made to feel important
• A quality product or services at a fair price

sources:

Beyond Customer Services, Richard F Gerson Phd, 2004

Marketing: Reason For Poor Service

• Uncaring employees
•  
• Poor employee training
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• Negative attitude of employees toward customers
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• Differences in perception between what businesses thinks customers want and what customers actually want.
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• Differences in perception between the product or service businesses think they provide and what customers think they receive.
•  
• differences inperception between the way businesses think customers want to be treated and the way customers really want to be treated, or actually treated.
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• no customer service philosophy within the company
•  
• poor handling and resolution of complaints
•  
• employees are not empowered to provide good service, take responsibilityu, and make decisions that will satisfy the customers.
•  
• poor treatment of employees as customers
•  

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Marketing: Why customers stop doing business with you

• 1%   Die

• 3% move away

• 5% seek alternatives or develop other business relationship

• 9% begin doing business with the competition

• 14% are dissatisfied with the product or services

• 68% are upset with the treatment they have received

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MARKETING MASTERY

Mastery Marketing

Hari ini ingin berkongsi berkaitan dengan pemasaran atau Marketing.

Sebagai panduan kita tengok langkah atau step di sini,

• Know your customer

-what motivates that person to buy your product? How old is the average person buying from you? The more you know about your market, the more you are able to target your message effectively

• Use the knowledge of your market

-to create the message taht hits them in the core. dont assume that your prospect will already know the benefit or about your product. you have to spell it out for them.

• Time your message appropriately

-think abot certain times of the year that your product or services can be advertise or promote aggressively. For example school holiday or festive day can be exploited to target your potential market.

• Research your competitor

-study your competitor, what the do, how they promote the same thing like your product, to know them better, collect their brochure and find their unique selling points.

• have the right offer

-expert says, only 20% of your result are based on your creativity, 40% is dependant on offer, and the last 40% is dependant on your list.

source: NST wed-feb-8-2012

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