UNIT V : UNIT V
PowerPoint Presentation : Customer Care Evolving Marketing Culture UNIT V
CUSTOMER CARE : CUSTOMER CARE
PowerPoint Presentation : Customer Care Nature of Customer Care Quality and Customer Care Challenges in Customer Care Benefits of customer care Steps in Establishing Customer Care Programme
MEANING / NATURE : MEANING / NATURE Customer care involves putting systems in place to maximise your customers' satisfaction with your business. It should be a prime consideration for every business - your sales and profitability depends on keeping your customers happy.
BENEFITS OF CUSTOMER CARE : BENEFITS OF CUSTOMER CARE Customer satisfaction Customer loyalty Repeat purchase Company image Positive feedback “Word of mouth” promotion
CHALLENGES IN CUSTOMER CARE : CHALLENGES IN CUSTOMER CARE Different customer needs and wants Every customer cannot be satisfied Financial issues Effective sales force Sales force training and development
STEPS IN ESTABLISHING CUSTOMER CARE PROGRAMME : STEPS IN ESTABLISHING CUSTOMER CARE PROGRAMME
QUALITY AND CUSTOMER CARE : QUALITY AND CUSTOMER CARE Manufacturing quality products Providing “ After sales service” Warranty and Guarantee
EVOLVING MARKETING CULTURE : EVOLVING MARKETING CULTURE
PowerPoint Presentation : Virtual marketing Services marketing Global / international marketing Green marketing Consumerism
VIRTUAL MARKETING : VIRTUAL MARKETING Virtual marketing refers to marketing techniques that use pre-existing social networks to produce increases in brand awareness or to achieve other marketing objectives. “ WORD OF MOUSE ”
PowerPoint Presentation : Virtual promotions may take the form of video clips, interactive Flash games, advergames,e-books, brandable software , images, or even text messages
SERVICES MARKETING : SERVICES MARKETING The 7 P’s of marketing (extended P’s)
PHYSICAL EVIDENCE : PHYSICAL EVIDENCE
PEOPLE : PEOPLE
PROCESS : PROCESS
GLOBAL / INTERNATIONAL MARKETING : GLOBAL / INTERNATIONAL MARKETING Marketers focus on business activities in other countries. Stress on “ Entry strategy” Success mantra for international marketing is “ Act locally but think globally”
GREEN MARKETING : GREEN MARKETING It is the marketing of products that are presumed to be environmentally safe. It incorporates a broad range of activities, including product modification , changes to the production process, packaging changes, as well as modifying advertising to be “Eco Friendly”
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PowerPoint Presentation :
PowerPoint Presentation :
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CONSUMERISM : CONSUMERISM It is an organised moment of citizens and government to protect the rights and enhance the power of buyers in relation to sellers.
PowerPoint Presentation : THE CONSUMER PROTECTION ACT OF 1986 Consumers have the “RIGHT” to Be protected Be informed Have a voice Have a choice of products Have a healthy physical environment Have consumer education