The document discusses factors that affect customer perception, including price, quality, packaging and branding, reputation, and service quality. It defines customer perception as a customer's opinion or view about a brand or company based on their experiences. Several key factors are shown to influence customer perception, such as price (customers favor economically priced items but may see very cheap items as low quality), quality (how well a product satisfies customer needs), and service quality (how well delivered service meets customer expectations). The document concludes that understanding factors affecting customer perception can help companies improve customer satisfaction.
The presentation discusses about Customer Focus, Customer Satisfaction, Customer Orientation, Customer Complaints and Customer Retention in relation with Total Quality Management.
Presentation on customer focus / customer satisfactioon , customer delight and customer complaints handling. In a sense, customer service attains importance within the context of customer focus. In customer focus, the company puts great emphasis on customer success and customer happiness while customer service is one of the various activities to ensure customer happiness.Make the Effort to Follow-up. Some customer service situations require a follow-up contact. ...
Use Clear Language. It's easy to fall into the trap of using unclear language. ...
Do the Time Zone Math. ...
Anticipate Hidden Needs. ...
Use the Pre-Emptive Acknowledgement. ...
Take the Thank You Letter Challenge. ...
Take Action!
10 Steps to Create a Customer-Focused Culture
Define the culture. If you want to have a customer-centric culture, think about exactly what it should look like. ...
Communicate the culture. ...
Hire the right people. ...
Train your people right. ...
5. Make the training inclusive. ...
Be an example. ...
Empower employees to succeed. ...
Give recognition.
The orientation of an organization toward serving its clients' needs. Having a customer focus is usually a strong contributor to the overall success of a business and involves ensuring that all aspects of the company put its customers' satisfaction first.
The presentation discusses about Customer Focus, Customer Satisfaction, Customer Orientation, Customer Complaints and Customer Retention in relation with Total Quality Management.
Presentation on customer focus / customer satisfactioon , customer delight and customer complaints handling. In a sense, customer service attains importance within the context of customer focus. In customer focus, the company puts great emphasis on customer success and customer happiness while customer service is one of the various activities to ensure customer happiness.Make the Effort to Follow-up. Some customer service situations require a follow-up contact. ...
Use Clear Language. It's easy to fall into the trap of using unclear language. ...
Do the Time Zone Math. ...
Anticipate Hidden Needs. ...
Use the Pre-Emptive Acknowledgement. ...
Take the Thank You Letter Challenge. ...
Take Action!
10 Steps to Create a Customer-Focused Culture
Define the culture. If you want to have a customer-centric culture, think about exactly what it should look like. ...
Communicate the culture. ...
Hire the right people. ...
Train your people right. ...
5. Make the training inclusive. ...
Be an example. ...
Empower employees to succeed. ...
Give recognition.
The orientation of an organization toward serving its clients' needs. Having a customer focus is usually a strong contributor to the overall success of a business and involves ensuring that all aspects of the company put its customers' satisfaction first.
NEW ERA OF DRUG PRODUCT: OPPORTUNITIES AND CHALLENGESganpat420
Abstract
Introduction
Global pharmaceutical industry
Indian pharmaceutical industry
Indian Pharmaceutical Market
Opportunities
Challenges
Conclusion
References
Customers include anyone to which the organization supplies the products or services and they invest in terms of revenue.
Customer focus is defined as the degree to which an organization satisfy the customer demand and expectations.
Quality Guru Deming Quoted:
“Quality may be defined as an excellent product or service that fulfills or exceed our expectations”
Impact of Service Quality on Customer Loyalty of Domestic Pumpspaperpublications3
Abstract: Service quality deals with the customer expectation and actual treatment. Better the service quality, higher will be the customer satisfaction. This can gain more and more customers and more loyal customers. The major advantage of loyal customers is that these customers will not leave because of any small reason or any minor fluctuations in company’s performance. This study is restricted to a single product domestic pump and will investigate the role of service quality in creating loyal customers.
Keywords: Service quality, Customer loyalty, Domestic pumps.
Title: Impact of Service Quality on Customer Loyalty of Domestic Pumps
Author: FAZEEN RASHEED A K
ISSN 2349-7807
International Journal of Recent Research in Commerce Economics and Management (IJRRCEM)
Paper Publications
NEW ERA OF DRUG PRODUCT: OPPORTUNITIES AND CHALLENGESganpat420
Abstract
Introduction
Global pharmaceutical industry
Indian pharmaceutical industry
Indian Pharmaceutical Market
Opportunities
Challenges
Conclusion
References
Customers include anyone to which the organization supplies the products or services and they invest in terms of revenue.
Customer focus is defined as the degree to which an organization satisfy the customer demand and expectations.
Quality Guru Deming Quoted:
“Quality may be defined as an excellent product or service that fulfills or exceed our expectations”
Impact of Service Quality on Customer Loyalty of Domestic Pumpspaperpublications3
Abstract: Service quality deals with the customer expectation and actual treatment. Better the service quality, higher will be the customer satisfaction. This can gain more and more customers and more loyal customers. The major advantage of loyal customers is that these customers will not leave because of any small reason or any minor fluctuations in company’s performance. This study is restricted to a single product domestic pump and will investigate the role of service quality in creating loyal customers.
Keywords: Service quality, Customer loyalty, Domestic pumps.
Title: Impact of Service Quality on Customer Loyalty of Domestic Pumps
Author: FAZEEN RASHEED A K
ISSN 2349-7807
International Journal of Recent Research in Commerce Economics and Management (IJRRCEM)
Paper Publications
How to Create Map Views in the Odoo 17 ERPCeline George
The map views are useful for providing a geographical representation of data. They allow users to visualize and analyze the data in a more intuitive manner.
Students, digital devices and success - Andreas Schleicher - 27 May 2024..pptxEduSkills OECD
Andreas Schleicher presents at the OECD webinar ‘Digital devices in schools: detrimental distraction or secret to success?’ on 27 May 2024. The presentation was based on findings from PISA 2022 results and the webinar helped launch the PISA in Focus ‘Managing screen time: How to protect and equip students against distraction’ https://www.oecd-ilibrary.org/education/managing-screen-time_7c225af4-en and the OECD Education Policy Perspective ‘Students, digital devices and success’ can be found here - https://oe.cd/il/5yV
2024.06.01 Introducing a competency framework for languag learning materials ...Sandy Millin
http://sandymillin.wordpress.com/iateflwebinar2024
Published classroom materials form the basis of syllabuses, drive teacher professional development, and have a potentially huge influence on learners, teachers and education systems. All teachers also create their own materials, whether a few sentences on a blackboard, a highly-structured fully-realised online course, or anything in between. Despite this, the knowledge and skills needed to create effective language learning materials are rarely part of teacher training, and are mostly learnt by trial and error.
Knowledge and skills frameworks, generally called competency frameworks, for ELT teachers, trainers and managers have existed for a few years now. However, until I created one for my MA dissertation, there wasn’t one drawing together what we need to know and do to be able to effectively produce language learning materials.
This webinar will introduce you to my framework, highlighting the key competencies I identified from my research. It will also show how anybody involved in language teaching (any language, not just English!), teacher training, managing schools or developing language learning materials can benefit from using the framework.
How to Split Bills in the Odoo 17 POS ModuleCeline George
Bills have a main role in point of sale procedure. It will help to track sales, handling payments and giving receipts to customers. Bill splitting also has an important role in POS. For example, If some friends come together for dinner and if they want to divide the bill then it is possible by POS bill splitting. This slide will show how to split bills in odoo 17 POS.
The Indian economy is classified into different sectors to simplify the analysis and understanding of economic activities. For Class 10, it's essential to grasp the sectors of the Indian economy, understand their characteristics, and recognize their importance. This guide will provide detailed notes on the Sectors of the Indian Economy Class 10, using specific long-tail keywords to enhance comprehension.
For more information, visit-www.vavaclasses.com
GIÁO ÁN DẠY THÊM (KẾ HOẠCH BÀI BUỔI 2) - TIẾNG ANH 8 GLOBAL SUCCESS (2 CỘT) N...
Customer focus ,types and customers perceptions
1. Department of Quality Assurance
R. C. Patel Institute of Pharmaceutical Education and Research, Shirpur.(MS)
FACTOR AFFECTING CUSTOMER
PERCEPTION
1
Presented by:
Mr. Akshay D. Umale
Roll No.14
M.Pharm 1st Year (2018-2019)
Guided by:
Dr. P. P. Nerkar
Associate Professor
Department Quality Assurance
3. Introduction3
Customer is the cause & purpose of all
production and marketing activities.
Customer behaviour is the study of when,
why, how, and where people do or do not
buy a product.
Customer behaviour study is based on consumer buying
behaviour, with the customer playing the three distinct roles of
user, payer and buyer.
4. Customer Behaviour determines a firm’s
profitability. Further profitability is established
into loyal customer.
Companies that develop a fuller understanding
of consumers will be better able to develop
marketing strategies to meet their needs.
4
to be continue...
5. Definition5
Customer perceptionis a marketing concept that
outlines a customers’ opinion or view about a brand or a
company by examining their experience with the
company from the products branding and services
offered.
Customer perception refers to the process by which a
customer selects, organizes, and interprets
information/stimuli inputs to create a meaningful picture
of the brand or the product. It is a three stage process that
translates raw stimuli into meaningful information.
6. Customer Focus
Organization depend on their customers
They should understand needs and requirement of the
customers
They should exceed the expectations of the customers
Customer Focus is an approach to achieving organisational
success by aliging systems, processes and activities around a
common purpose the customer.
It is a critical that customer focused organizations have a
clear vision and strategy that has been informed by customer
needs.
6
7. Every aspect of the organisations can be aligned to deliver
on that vision and strategy, including the core element of
business leadership, customer experience and employee
experience. These elements are inter-related as shown by
diagram below:
7
13. Factors affecting customer perception13
Price
Quality
Packaging and Branding
Rupatation
Service Quality
Customer Service
14. Price
Customers have a high probability of favoring a product or
service that is economically priced.
Price has a complex effect on customer perception.
Customer appreciate a bargain and are often likely to favor
an economically priced item.
Customer often perceive very inexpensive items as cheap
and discardable, ultimately damaging a consumer is
benefited from price reduction.
14
15. Quality
If the product completely satisfies a customer then it
enhances his/her perception towards it.
The actual quality of a product is a vital part of a customer
perception of a good or service.
Quality can describe any attribute in a set of characteristics
that satisfy or disappoint a consumer, including usability,
reliability, durability.
Marketing can influence a customer perception of quality, but
in the end and particularly with non-durable goods , a
consumer’s actual experiance with a product will determine
the perception quality.
15
16. Packaging and Branding
These significantly affect customer perceptions depending on
how the product is presented during purchasing.
Attractiveness and display quality increases perceptions.
Packaging and Branding have a huge effect on customer
perception, particularly at the point of purchase.
Consumer are purchasing a type of product for the first time,
the way of product is presented can wholly determine their
perception of the item.
Packaging and Branding of course, cover everything from the
attractiveness and display
Of an item to the attributes of the product the manufacturer
chooses to highlight.
16
17. Reputation
Reputation of products develops over time and depends on the
experience with the product and intensive marketing
campaigns that raise the status and brand identity. This
determines customer’s product perceptions.
Acustomer's perception of aproduct's reputation, moreover,isnot
only determined bythe product's brand identity and manufacturer
but bythe whole chainof distribution.
Aproduct's reputation isbuilt up over time andis usuallya
combination of actual experiencewith the product, word-of-mouth
recommendations and marketing campaignsthat attempt toestablish
astatus or sharedview of the product or brand.
17
18. Service Quality
An assessment of how well a delivered service conforms to
the client's expectations. Service business operators often
assess the service quality provided to their customers in order
to improve their service, to quickly identify problems, and to
better assess client satisfaction.
Service Quality is a multi-item scale developed to assess
customer perceptions of service quality in service and retail
businesses.
This consists of 5 dimensions such as: tangible,
reliability, responsiveness, assurance, and
empathy.
18
20. Customer Services
Customer service is a system of activities that comprises
customer support systems, complaint processing, speed
of complaint processing, ease of reporting complaint
and friendliness when reporting complaint.
From a social point of view, services should be available
to the customers on reasonable terms. As far as
economic factor is concerned, services should satisfy
the needs of the customers.
Satisfaction of customer is determined by his evaluation
of service provided by a brand.
20
21. Conclusion
The research study has shown that independent variables that
are customer services and price fairness
play a very important role in making customer satisfied. Each
independent variable not only influences
dependent variable but complement each other as well.
Customer satisfaction is very important as satisfied customer
would add value to the brand and
spread a positive word of mouth and help in making good
reputation of brand. Satisfied customers
would be able to make long term profitable relationship with
brand.
21