Customer Service Map.pptx
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The document outlines a customer's journey in researching, selecting, and purchasing a pair of women's tights from Sportchek.ca. It describes the customer's stages of awareness, interest, desire and action in making the purchase. It details the customer's goals, touchpoints of interaction with the website, and emotions and barriers experienced at each stage of the process from initial research to delivery of the ordered item.
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Competency 2: Analyze consumer behavior.
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Explain difficulties of obtaining products and how the process can be improved.
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Statements that describe the activities, interests, and opinions of consumers.
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Competency 2: Analyze consumer behavior.
Describe a business that acquires, consumes, and disposes of a product.
Assess how the business acquires products or services, including the purchasing process.
Competency 3: Assess the managerial application of customer behavior concepts.
Explain difficulties of obtaining products and how the process can be improved.
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Consumers have many choices in the types of goods and services they may purchase. They also have a variety of choices in the means by which to make a purchase. For example:
Retail stores remain a dominant force in the sales of goods to consumers. A great deal of consideration is involved in retail store layout, employee training, and in selecting the location of the stores.
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Brand
A product or product line, store, or service with an identifiable set of benefits, wrapped in a recognizable personality.
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- The Heckscher-Ohlin theorem, which posits that countries will export goods that intensively use their abundant and cheaply available factors of production.
Case study 2 merchandising.
Lillian Shore is a hosiery buyer who had recently negotiated a large order from Atlantic Mills at a good price. However, she later learned that another manufacturer, Van Buren Mills, had lowered their prices by 7.5%. Shore called Theodore Eaton at Atlantic Mills to request a price adjustment to match Van Buren's lower price, but he refused. Shore threatened to cancel Atlantic's order and move it to Van Buren instead.
Six months Hypothetical buying plan of H &M.
- H&M has been operating since 1947 and now operates globally both in physical stores and online.
- The document outlines H&M's policies regarding merchandising, staff, e-retail, returns, privacy, quality, promotions, and includes a proposed 6-month buying plan for their women's active wear category.
- The buying plan establishes objectives, projected sales, planned purchases, reductions, markdowns, shrinkage, beginning and end of month stock levels to translate profit goals into a merchandising framework and purchasing schedule.
Organizational Behavior-Foundations of Group Behavior
The document discusses groups and group behavior. It defines what groups are and different types of groups like formal and informal groups. It also discusses reasons why people form groups, including group synergy and support. The document outlines stages of group development from forming to adjourning. It discusses concepts like norms, conformity, status, and decision making in groups. It provides an example case study of a marketing team project and questions to analyze factors in its poor performance.
Merchandising mix of H & M.;Also Pricing,Innovation and Marketing.
Merchandising mix of women's wear department of H&M. This PPT also explains the brands Innovations, Marketing and Pricing.
About Fibers- Kenaf,Milkweed and Pina
This document provides information about various plant-based fibers including kenaf, piña, and milkweed. Kenaf is a 4000-year old crop originating from Africa that is tall and slender, resembling bamboo. It has good tensile strength and moisture absorption. Piña fiber is obtained from pineapple leaves and used commonly in the Philippines. It is soft, light-weight, and ivory or white in color. Milkweed fiber is a soft, buoyant floss used as fiberfill that is yellowish-white in color and degrades at high temperatures.
E-Marketing
The document discusses e-marketing and provides details about Grofers, an Indian e-commerce company that provides online grocery shopping. Some key points:
- E-marketing refers to applying marketing techniques through electronic/internet media. It has four domains: business-to-consumer, business-to-business, consumer-to-consumer, consumer-to-business.
- Grofers allows customers to order groceries online via their app and has employees deliver items from local stores. In 2015, Grofers shut down operations in 9 Indian cities due to issues like products not being available and lack of product choices.
- Suggestions to improve Grofers include concentrating on metro cities, tying up with popular
Fashion brands
This document provides information about fashion brands, products, and magazines. It discusses how brands like Nike have expanded from focusing only on athletic performance to also incorporating fashion elements in their designs. Nike's iconic Air Jordan shoes helped turn athletic shoes into a fashion statement. The document also notes how cell phones have become a fashion accessory, with early Nokia phones offering customizable covers and cases. Fashion magazines are discussed as being highly influential sources of the latest trends and providing celebrity editorials.
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Basic Management Concepts., “Management is the art of getting things done thr...
The managers achieve organizational objectives by getting work from
others and not performing in the tasks themselves.
Management is an art and science of getting work done through people.
It is the process of giving direction and controlling the various activities
of the people to achieve the objectives of an organization Management is a universal process in all organized, social and economic activities. Wherever
there is human activity there is management.
Management is a vital aspect of the economic life of man, which is an organized group activity. A
central directing and controlling agency is indispensable for a business concern. The productive
resources –material, labour, capital etc. are entrusted to the organizing skill, administrative ability
and enterprising initiative of the management. Thus, management provides leadership to a
business enterprise. Without able managers and effective managerial leadership the resources of
production remain merely resources and never become production. Management occupies such an
important place in the modern world that the welfare of the people and the destiny of the country
are very much influenced by it.
1.2 MEANING OF MANAGEMENT
Management is a technique of extracting work from others in an integrated and co-ordinated
manner for realizing the specific objectives through productive use of material resources.
Mobilising the physical, human and financial resources and planning their utilization for business
operations in such a manner as to reach the defined goals can be benefited to as management.
1.3 DEFINITION OF MANAGEMENT
Management may be defined in many different ways. Many eminent authors on the subject have
defined the term "management". Some of these definitions are reproduced below:
In the words of George R Terry - "Management is a distinct process consisting of planning,
organising, actuating and controlling performed to determine and accomplish the objectives by the
use of people and resources".
According to James L Lundy - "Management is principally the task of planning, co¬ordinating,
motivating and controlling the efforts of others towards a specific objective",
In the words of Henry Fayol - "To manage is to forecast and to plan, to organise, to command, to
co-ordinate and to control".
According to Peter F Drucker - "Management is a multipurpose organ that manages a business and
manages managers and manages worker and work".
In the words of J.N. Schulze - "Management is the force which leads, guides and directs an
organisation in the accomplishment of a pre-determined object".
In the words of Koontz and O'Donnel - "Management is defined as the creation and maintenance
of an internal environment in an enterprise where individuals working together in groups can
perform efficiently and effectively towards the attainment of group goals".
According to Ordway Tead - "Management is the process and agency which directs and guides the
operations of an organisation in realising of established aim
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◇申请留学生创业基金
留信网认证的作用:
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2:同时对留学生所学专业登记给予评定
3:国家专业人才认证中心颁发入库证书
4:这个认证书并且可以归档倒地方
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6:个人职称评审加20分
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Customer Service Map.pptx
- 1. STAGE AWARENESS INTEREST DESIRE ACTION Customer Activities Contemplating fitness and Health- thinking about activewear, sports apparel, online advertisements Researching Online- identification and comparison of Alternatives Learning about various brands, categories, and features Visiting sportchek.ca, browsing through the website Using the search tab to look for women’s tights Reading product description and reviews Choosing a specific color and size (M) Adding the product to the shopping cart Proceed to checkout, adding address, selecting payment options Placing an order Customer Goals No specific goals Look for high- quality athletic tights Find and select the most suitable option Browsing the website- sportchek.ca, examining deals and special offers Find the right women’s tights- “Under armour women’s heat gear leggings” Gain insight about the product's quality and fit Get inspired to adopt a health- centric lifestyle Choosing to stay fit and healthy Receive product swiftly and when needed Order effortlessly Touchpoints Web search, social media, Paid advertisements Web search, social media, word of mouth Third party cookies, email marketing Website – sportchek.ca or sportchek app Website or app through PC /phone/tab, feedback form Website or app, phone, email, service form, feedback tab Website or app, phone, email, service form, feedback tab Website or app, get help regarding refund/returns via customer service (call or fill a form), phone or email Delivery service, packing, messages (email, call, SMS) Order confirmation Email or SMS, feedback form Emotions Barriers Lack of awareness, Lack of initial desire to purchase, Resistance to seek information Unsure whether to choose a hi-tech or a standard product, uncertain about the brand Under Armour, Nike, and Reebok have been narrowed down; price factors must be considered. Busy website, too much information Not too many alternatives or colours, only darker colours available Product rating is 3/5 and some reviews are critical Concerns about size and fit Price point is high at $59.99, shipping takes 5-7 days Checking delivery, too much information to fill, reading about Triangle benefits, Email verification required Payment from third party site, No discount, shipping cost ⬤ ⬤ ⬤ ⬤ ⬤ ⬤ ⬤ ⬤ ⬤ ⬤