Customer is king

2. Why customers are
important ?

3. Why customers are important ?
 Repeat business is the backbone of selling. It helps to provide revenue and
certainty for the business.
 Organisations are dependent upon their customers. If they do not develop
customer loyalty and satisfaction, they could lose their customers.
 Without customers the organization would not exist.
 The purpose of the organization is to fulfil the needs of the customers.
 The customer makes it possible to achieve business aims.

4. CONSUMER DECISION MAKING
PROCESS
The Consumer Decision Making Process is the
method used by marketers to identify and track the
decision making process of a customer journey from
start to finish.

5. CONSUMER DECISION MAKING
PROCESS

6. 1. Problem Recognition
I need
New
Trainers
Shoes

7. 2. Information search
What trainers
shoes
are out there?

8. 3. Evaluation of Alternatives
Do I need
trainers shoes
and
if so which
ones?

9. 4. Purchase
Buying
the
Trainers
shoes

10. 5.Post Purchase satisfaction or
dissatisfaction
Were they
the right
trainers shoes
for us?

11. Individual influences on the
Decision Making process
The Consumer’s Personality
The Consumer’s Gender
The Consumer’s Age and Stage of Life
The Consumer’s Lifestyle

12. Socio Cultural influences on the
decision-making process
The Consumer’s Culture
The Consumer’s Social Class
Reference Groups and Opinion Leaders
The Consumer’s Family

13. TABLE SOCIAL CLASSES
AND BUYING PATTERNS
(USA)

15. Thank
You