2. The Service Marketing Triangle Company Employees Customers External Marketing “setting the promise ” Internal Marketing “enabling the promise” Interaktive Marketing “delivering the promise”
9. Customer Cycle Building Relationship Loyalty Satisfaction Enquiry Purchase Desire Information Offer Delivery Awareness !! created by all communication media
10. Proses Pengembangan Pelanggan (The Customer Development Process) Prospects Kepuasan Pelanggan merupakan fungsi dari kenyataan kinerja produk ( product’s percieved performance ) dan harapan pembeli ( buyer’s expectations ). Customer Loyalty Suspects Disqualified Prospects Inactive or ex-customers Repeat Customers Clients Advocates Partners First Time Customers
11. Customer Satisfaction Apa yg Dirasakan setelah mengkonsum-si produk Dibanding dengan Harapannya Melebihi Harapan Sesuai Harapan Dibawah Harapan SENANG PUAS KECEWA LOYAL Mudah dipengaruhi untuk PINDAH PINDAH Percieved (P) C. Satisfaction = ----------------------- Expectation (E)
This gesture is inherent and continues to be used throughout a lifetime in more refined and varied forms.
Sometimes adults will refrain from using hands and bite lower lip, purse lips, or skew mouth from side to side.
-Used by individuals who feel confident. -When steepled hands are in raised position, the individual is usually speaking (offering ideas, comments, etc.). -When steepled hands are in lowered position, individual usually is listening. -Researchers have noted that women tend to use the lowered steeple position more than the raised position.
-When individual holds both hands behind back, this signals confidence. -Note that this position allows individual to expose trunk of his/her body and signals unconscious act of fearlessness.
-These gestures indicate an attempt at self-control (hence the phrase, “Get a grip on yourself”). -Generally speaking, the higher the hand grips the arm, the angrier the individual and the greater the attempt at self-control.
-A signal that he/she is under pressure or feeling insecure.
-A common posture whereby an individual will casually fold arms across the chest. -Posture may be in response to the cold. -More often, this posture signifies a defensive or insecure attitude. -If both hands are tucked under armpits, this generally signifies a response to the cold.
-The clenched fists indicate defensive and hostile feelings. -This posture might also be accompanied by clamped jaw and flushed face.