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In today's competitive B2B marketplace, suppliers must excel in providing high-quality products and services to meet the demanding needs of their buyers.
This report is prepared in order to assess a customer journey map is merely an illustration of all the touch-points when customers come into contact with Keells Super online or offline platforms. And using the surveys to gather voice of customer insights about the Keells Super experience is a great way to understand how our customers and the company are performing in the eyes of consumers.
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This report is prepared in order to assess a customer journey map is merely an illustration of all the touch-points when customers come into contact with Keells Super online or offline platforms. And using the surveys to gather voice of customer insights about the Keells Super experience is a great way to understand how our customers and the company are performing in the eyes of consumers.
Improving profitability for small businessBen Wann
In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
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Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
We will dig deeper into:
1. How to capture video testimonials that convert from your audience 🎥
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Kyiv PMDay 2024 Summer
Website – www.pmday.org
Youtube – https://www.youtube.com/startuplviv
FB – https://www.facebook.com/pmdayconference
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"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
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𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
➢ 2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
➢ SUPER JUNIOR-L.S.S. THE SHOW : Th3ee Guys in HO CHI MINH
➢FreenBecky 1st Fan Meeting in Vietnam
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➢ Super Show 9 in HCM with Super Junior
➢ HCMC - Gyeongsangbuk-do Culture and Tourism Festival
➢ Korean Vietnam Partnership - Fair with LG
➢ Korean President visits Samsung Electronics R&D Center
➢ Vietnam Food Expo with Lotte Wellfood
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Affordable Stationery Printing Services in Jaipur | Navpack n PrintNavpack & Print
Looking for professional printing services in Jaipur? Navpack n Print offers high-quality and affordable stationery printing for all your business needs. Stand out with custom stationery designs and fast turnaround times. Contact us today for a quote!
3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
ENTREPRENEURSHIP TRAINING.ppt for graduating class (1).ppt
Berman_ch_02.ppt
1. Chapter 2
Building and Sustaining Relationships
in Retailing
RETAIL
MANAGEMENT:
A STRATEGIC
APPROACH,
9th Edition
BERMAN EVANS
2. 2-2
Chapter Objectives
To explain what “value” really means
and highlight its pivotal role in retailers’
building and sustaining relationships
To describe how both customer
relationships and channel relationships
may be nurtured in today’s highly
competitive marketplace
3. 2-3
Chapter Objectives_2
To examine the differences in
relationship building between goods and
services retailers
To discuss the impact of technology on
relationships in retailing
To consider the interplay between
retailers’ ethical performance and
relationships in retailing
4. 2-4
What is Value?
The bottom line:
Consumers will demand more for less
from the shopping experience
They will spend less time shopping
They will split the commodity-shopping
trip from the value-added shopping trip
5. 2-5
What is Value?
Channel Perspective:
Value is a series of
activities and
processes - the value
chain - that provides
a certain value for the
consumer
Customer Perspective
Value is the
perception that the
shopper has of the
value chain
It is the view of all the
benefits from a
purchase versus the
price paid.
7. 2-7
Retail Value Chain
Represents the total bundle of benefits
offered to consumers through a channel
of distribution
– Store location and parking, retailer
ambience, customer service,
brands/products carried, product
quality, retailer’s in-stock position,
shipping, prices, image, and other
elements
9. 2-9
Potential Pitfalls to Avoid in Planning
a Value-Oriented Retail Strategy
• Planning value with just a price perspective
• Providing value-enhanced services that
customers do not want or will not pay extra
for
• Competing in the wrong value/price segment
• Believing augmented elements alone create
value
• Paying lip service to customer service
10. 2-10
Figure 2.2 A Value-Oriented
Retailing Checklist
Is value defined from a consumer
perspective?
Does the retailer have a clear value/
price point?
Is the retailer’s value position
competitively defensible?
Are channel partners capable of
delivering value-enhancing
services?
Does the retailer distinguish
between expected and augmented
value chain elements?
Has the retailer identified
meaningful potential value chain
elements?
Is the retailer’s value-oriented
approach aimed at a distinct market
segment?
Is the retailer’s value-oriented
approach consistent?
Is the retailer’s value-oriented
approach effectively
communicated to the target
market?
Can the target market clearly
identify the retailer’s positioning
strategy?
Does the retailer’s positioning
strategy consider trade-offs in
sales versus profits?
Does the retailer set customer
satisfaction goals?
Does the retailer periodically
measure customer satisfaction
levels?
Is the retailer careful to avoid the
pitfalls in value-oriented retailing?
Is the retailer always looking out
for new opportunities that will
create customer value?
12. 2-12
Customer Service
• Expected customer
service is the
service level that
customers want to
receive from any
retailer such as
basic employee
courtesy
• Augmented
customer service
includes the
activities that
enhance the
shopping experience
and give retailers a
competitive
advantage
14. 2-14
Fundamental Decisions
What customer services are expected and
what customer services are augmented for
a particular retailer?
What level of customer service is proper to
complement a firm’s image?
Should there be a choice of customer
services?
15. 2-15
Fundamental Decisions_2
Should customer services be free?
How can a retailer measure the benefits of
providing customer services against their
costs?
How can customer services be terminated?
19. 2-19
Figure 2.6 Turning Around Weak
Customer Service
Focus on
Customer Concerns
Empower Front-Line
Employees
Show That You Are
Listening
Express Sincere
Understanding
Apologize and Rectify
the Situation
20. 2-20
Principles of Category Management
Retailers listen more to customers
Profitability is improved because inventory
matches demand more closely
By being better focused, each department is
more desirable for shoppers
Retail buyers are given more responsibilities
and accountability for category results
Retailers and suppliers must share data and be
more computerized
Retailers and suppliers must plan together
24. 2-24
Figure 2.8a Characteristics of
Service Retailing
Intangibility
•No patent protection possible
•Difficult to display/communicate service benefits
•Service prices difficult to set
•Quality judgment is subjective
•Some services involve performances/experiences
25. 2-25
Figure 2.8b Characteristics of
Service Retailing
Inseparability
•Consumer may be involved in service production
•Centralized mass production difficult
•Consumer loyalty may rest with employees
26. 2-26
Figure 2.8c Characteristics of
Service Retailing
Perishability
•Services cannot be inventoried
•Effects of seasonality can be severe
•Planning employee schedules can be complex
27. 2-27
Figure 2.8d Characteristics of
Service Retailing
Variability
•Standardization and quality control hard to achieve
•Services may be delivered in locations
beyond control of management
•Customers may perceive variability
even when it does not actually occur