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Customer is the king

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Customer is the king

  1. 1. Consumer is the king Presented by – Kripi Singh Enrollment No. -01820304010 Business Communication Specialization in Corporate communication Master of Mass Communication
  2. 2. <ul><li>“ There is only one valid definition of business purpose- to create a customer” </li></ul><ul><li>Peter Drucker </li></ul>Creating Customer
  3. 3. <ul><li>“ Selling goods that don’t come back to customers that do” </li></ul><ul><li>- anon </li></ul>Customer satisfaction
  4. 4. Customer is King <ul><li>Customer satisfaction has to be the main criterion of any business or authority </li></ul><ul><li>The customer is the most important asset of any enterprise </li></ul><ul><li>Like colleagues they must be </li></ul><ul><li>INFORMED ENGAGED EMPOWERED </li></ul>
  5. 6. <ul><li>People </li></ul><ul><li>Customers are people </li></ul><ul><li>Companies are people </li></ul><ul><li>Therefore relationships can be developed around : </li></ul><ul><ul><ul><li>Experience </li></ul></ul></ul><ul><ul><ul><li>Knowledge </li></ul></ul></ul><ul><ul><ul><li>Availability </li></ul></ul></ul><ul><ul><ul><li>Delivery of after sales service </li></ul></ul></ul><ul><ul><ul><li>Other users’ opinions </li></ul></ul></ul><ul><li>Test your product or service, from a customer’s perspective! </li></ul>
  6. 7. <ul><li>Customers need it to “work” </li></ul>A product has 5 characteristics or potentials: 1: Design 2: Performance 3: Reliability 4: Maintainability 5: Delivery Each can satisfy or frustrate a customer Check that your product/service does the job!
  7. 8. <ul><li>Market place </li></ul><ul><li>Customers form a market that needs to be understood </li></ul><ul><li>Fact finding Research </li></ul><ul><li>Product demand Forecasting </li></ul><ul><li>Anticipate change Development of product </li></ul><ul><li>Stimulate demand Evaluate </li></ul><ul><li>How much? Budgeting </li></ul><ul><li>What Price? Pricing Policy </li></ul><ul><li>Selling goods Sales management </li></ul><ul><li>Persuasive communication Advertising </li></ul><ul><li>Identify priorities and concentrate on perceived weaknesses. </li></ul>
  8. 9. <ul><li>Customers want Innovation </li></ul><ul><li>Making some products at lower prices. </li></ul><ul><li>Making new and better products. </li></ul><ul><li>Creating and satisfying a new customer need. </li></ul><ul><li>Finding new uses for old products. </li></ul>
  9. 10. <ul><li>Customers need Communication </li></ul><ul><li>The actual performance of a product is its most powerful communication </li></ul><ul><li>Word of mouth from users is key </li></ul><ul><li>The advert or launch is a promise, the product delivers it </li></ul><ul><li>Promise must have consistency with actual delivery </li></ul>
  10. 11. <ul><li>Customers want Quality </li></ul><ul><li>Tough times mean durable, reliable and energy efficient products are sought out by consumers </li></ul><ul><li>Branding suggests, but does not guarantee quality </li></ul><ul><li>Poor quality.... </li></ul><ul><ul><li>Costs time </li></ul></ul><ul><ul><li>Costs money </li></ul></ul><ul><ul><li>Lost orders </li></ul></ul><ul><ul><li>Lost customers </li></ul></ul>
  11. 12. <ul><li>Added value satisfies customers </li></ul><ul><li>Product: </li></ul><ul><li>Bigger </li></ul><ul><li>Simpler </li></ul><ul><li>More compact </li></ul><ul><li>More reliable </li></ul><ul><li>More convenient </li></ul><ul><li>More durable </li></ul><ul><li>Easier to maintain </li></ul><ul><li>Delivery: </li></ul><ul><li>Quicker </li></ul><ul><li>More Frequent </li></ul><ul><li>Service: </li></ul><ul><li>Friendlier </li></ul><ul><li>More imaginative </li></ul><ul><li>Literature: </li></ul><ul><li>More informative </li></ul><ul><li>Better written </li></ul><ul><li>More visual </li></ul>
  12. 13. Customer Satisfaction <ul><li>Understand your market </li></ul><ul><li>Know your customer </li></ul><ul><li>Involve Engage Empower </li></ul><ul><li>It is the quality and “fit for purpose” of the product/service, that you provide that satisfies customers, and solves their problems </li></ul>
  13. 14. <ul><li>Thank you </li></ul>