The document discusses the extended marketing mix or 7Ps model which is more applicable for services than the traditional 4Ps model. It describes each of the 7Ps - product, price, place, promotion, people, process, and physical evidence. People refers to the staff involved in service delivery. Process describes how the service is delivered to customers. Physical evidence includes tangible aspects that accompany the intangible service. The model suggests these elements are all important for optimal service delivery.
A low cost market entry strategy in which two or more firms represent one another's complementary (but non-competing) products in their respective markets.
I.
Be able to measure customer satisfaction.
i.
Understand the importance of measuring customer satisfaction.
ii.
Evaluate techniques of assessing customer response.
iii.
Design a customer satisfaction survey.
iv.
Review the success of a completed survey.
A low cost market entry strategy in which two or more firms represent one another's complementary (but non-competing) products in their respective markets.
I.
Be able to measure customer satisfaction.
i.
Understand the importance of measuring customer satisfaction.
ii.
Evaluate techniques of assessing customer response.
iii.
Design a customer satisfaction survey.
iv.
Review the success of a completed survey.
Increase Revenue By Measuring Customer Behavior Complete DeckSlideTeam
Understanding customer behavior is of critical importance in getting actionable insights for increasing revenue of the business. Not only does customer behavior insights help to acquire more customers at cheaper costs, it also helps a business formulate strategies to better engage them and reduce customer churn. Analyzing customer behavior requires a business to study a customers on site or online behavior. How much time do they spend on the website Which products are browsed the most Likewise, customers purchasing history also gives interesting insights. Which products are brought the most Which days bring in the most sales All these behaviors give insight to marketing and sales team for making appropriate strategies. Customer Behavior analytics also involve studying email engagement analytics. Out of how many emails sent to the customers were opened. How many were clicked at and how many eventually resulted in a sale The best performing email campaigns can be replicated to drive more revenues in future. Lastly, customer experience analytics give the businesses an honest feedback of the effort customer has to put to resolve issues, their satisfaction score and loyalty score. All these customer behaviors cumulatively give wealth of data and insights to create the best marketing strategy, product strategy, sales strategy, and in turn business growth strategy. https://bit.ly/2BVE5GL
Outstanding customer service - the key to successful organizations, a competitive differentiator and a facilitator of customer loyalty - synonymous with one of the nation's leading fashion specialty retailers; Nordstrom is known for providing the ultimate customer service experience. How did Nordstrom earn this reputation? How did they become the national standard of customer service? What is the Nordstrom philosophy?
This insightful webinar provides you with a personal glimpse into the inner workings of the Nordstrom culture.
FACING COMPETITION IN THE ONLINE PRINTING BUSINESS, WHICH IS GETTING TOUGHERAndry Yuniadi
The age of the Internet, now is the era of online business. It can be said that at present almost all industrial sectors, including the printing industry, have made transactions online, with the advantages of:
• Unlimited market potential
• The online system works automatically
• Capital is relatively smaller, with a smaller risk
• Flexible, can be run anytime and from / anywhere
Increase Revenue By Measuring Customer Behavior Complete DeckSlideTeam
Understanding customer behavior is of critical importance in getting actionable insights for increasing revenue of the business. Not only does customer behavior insights help to acquire more customers at cheaper costs, it also helps a business formulate strategies to better engage them and reduce customer churn. Analyzing customer behavior requires a business to study a customers on site or online behavior. How much time do they spend on the website Which products are browsed the most Likewise, customers purchasing history also gives interesting insights. Which products are brought the most Which days bring in the most sales All these behaviors give insight to marketing and sales team for making appropriate strategies. Customer Behavior analytics also involve studying email engagement analytics. Out of how many emails sent to the customers were opened. How many were clicked at and how many eventually resulted in a sale The best performing email campaigns can be replicated to drive more revenues in future. Lastly, customer experience analytics give the businesses an honest feedback of the effort customer has to put to resolve issues, their satisfaction score and loyalty score. All these customer behaviors cumulatively give wealth of data and insights to create the best marketing strategy, product strategy, sales strategy, and in turn business growth strategy. https://bit.ly/2BVE5GL
Outstanding customer service - the key to successful organizations, a competitive differentiator and a facilitator of customer loyalty - synonymous with one of the nation's leading fashion specialty retailers; Nordstrom is known for providing the ultimate customer service experience. How did Nordstrom earn this reputation? How did they become the national standard of customer service? What is the Nordstrom philosophy?
This insightful webinar provides you with a personal glimpse into the inner workings of the Nordstrom culture.
FACING COMPETITION IN THE ONLINE PRINTING BUSINESS, WHICH IS GETTING TOUGHERAndry Yuniadi
The age of the Internet, now is the era of online business. It can be said that at present almost all industrial sectors, including the printing industry, have made transactions online, with the advantages of:
• Unlimited market potential
• The online system works automatically
• Capital is relatively smaller, with a smaller risk
• Flexible, can be run anytime and from / anywhere
A comprehensive account planning and strategy template. Strategy development and execution are critical to a successful selling environment. This template is an easy to follow yet powerful tool to increase sales success.
What should you do in the First 90 Days as a Sales Manager or VP? Brett Wallace, VP of Sales for Zoominfo, gives 10 high-impact things to focus on to ramp up quickly. A must read for newly promoted Sales VPs and Managers...or aspiring ones!
My First 90 Days - Strategies for SuccessSuresh Kodoor
Your First 90 days in a new organization are critical in laying a strong foundation for sustained long-term success. Plan to follow a defined framework to make your transition to the new Company a success for everyone involved!
An organization’s success is influenced by factors operating in its internal and external environment;
An organization can increase its success by adopting strategies that manipulate these factors to its advantage.
A successful organization will not only understand existing factors but also forecast change so that it can take advantage of change within the environments in which it operates. The marketing environment surrounds and impacts the organization. There are three key perspectives on the marketing environment, namely the 'macroenvironment,' the 'microenvironment' and the 'internal environment'.
NEW CONCEPT (7P'S MODEL OF SERVICE MARKETING MIX) & OLD CONCEPT (4P'S MODEL OF SERVICE MARKETING MIX) WHICH CAN BE CLEAR YOUR DOUBTS IN SERVICE MARKETING MIX
Marketing is the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large
Services marketing is a sub-field of marketing, The promotion of economic activities offered by a business to its clients. Service marketing might include the process of selling telecommunications, health treatment, financial, hospitality, car rental, air travel, and professional services.
Customer service principles is a necessary module for every studentfento2011
At the end of this section candidates should be able to:
• Describe customer service.
• Explain why customer service is important to the
success of every organisation.
• Identify who their customers are.
• Identify the drawbacks of poor customer service.
• Explain how to promote good service.
• Demonstrate an understanding of customer
service needs and expectations.
Indicative content
1.1 Outline knowledge of basic principles - maintaining
good customer service at all times; treating all
customers with respect; identifying and meeting
customer needs; providing the service expected by
the company.
1.2 Understanding why customer service is important to
the company and to you – it helps to make the
organisation successful, generates repeat business,
assists profit and growth.
1.3 Identifying external and internal customers and their
importance to the organisation.
1.4 Appreciate the drawbacks of not serving internal and
external customers effectively, e.g. poor reputation,
loss of business, loss of profit, loss of jobs.
Customer service principles is a necessary module for every studentfento2011
Customer service is very important to an organisation regardless of the nature of the business they are in. Superior customer service will guarantee continued business through repeat purchases as well as references by satisfied customers. Many organisations offer similar products and differentiation will only be possible by varying service levels against competitors. Good customer service builds from understanding the customer, communicating effectively at different situations and be able to sell the organisation’s product effectively and efficiently. Skills for good customer service are built in this module and the role of quality assurance and employee resourcing for customer service is explored.
Aims and Objectives of this Module
This module enables students to gain understanding on how superior customer service contributes to the overall performance organisations. On successfully completing this module, the learners will be able to:
• Understand the importance of customer service to the overall marketing effort of an organisation.
• Know the service skills required to meet the requirements of the customers’ needs
• Understand the need for setting quality standards for customer service level.
• Explain the effect of employee resourcing to service provision.
• Understand how organisations vary customer service to match individual needs
The above objectives will be addressed by the LOs. targeting the following skills below:
• Knowledge and Understanding
• Intellectual Skills
• Professional Skills
• General and transferable Skills
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
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.
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
www.seribangash.com
Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
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
➢CHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
➢ WOW K-Music Festival 2023
➢ Winner [CROSS] Tour in HCM
➢ 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
"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
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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!
Taurus Zodiac Sign_ Personality Traits and Sign Dates.pptxmy Pandit
Explore the world of the Taurus zodiac sign. Learn about their stability, determination, and appreciation for beauty. Discover how Taureans' grounded nature and hardworking mindset define their unique personality.
Business Valuation Principles for EntrepreneursBen Wann
This insightful presentation is designed to equip entrepreneurs with the essential knowledge and tools needed to accurately value their businesses. Understanding business valuation is crucial for making informed decisions, whether you're seeking investment, planning to sell, or simply want to gauge your company's worth.
Attending a job Interview for B1 and B2 Englsih learnersErika906060
It is a sample of an interview for a business english class for pre-intermediate and intermediate english students with emphasis on the speking ability.
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
2. Objectives
• To understand the services marketing mix
• To study People, Process and Physical
Evidence
• To take an example of a case for
understanding services marketing mix
3. • The Traditional Marketing Mix was
primarily directed and useful for tangible
products. The 7-Ps model is more useful for
services industries and also for knowledge-
intensive environments.
• 3 extra P's – People, Process, Physical
Evidence.
• The first two more Ps are explicit (People,
Process) and the third one (Physical
Evidence) is an implicit factor.
4. Service Marketing Mix
• The service marketing mix is also known as an
extended marketing mix and is an integral part of
a service blueprint design.
• The service marketing mix consists of 7 P’s as
compared to the 4 P’s of a product marketing
mix.
• The service marketing mix assumes the service as
a product itself.
• It adds 3 more P’s which are required for
optimum service delivery.
5.
6. • The extended service marketing mix places 3
further P’s which include
• People
• Process
• Physical Evidence
• All of these factors are necessary for optimum
service delivery
7. Product
• The product in service marketing mix is
intangible in nature.
• Service products cannot be measured like
physical products such as a soap or a
detergent.
• Tourism industry or the education industry.
• Service products are heterogenous, perishable
and cannot be owned.
8. Place
• Place in case of services determine where is
the service product going to be located.
• The best place to open up a petrol pump is on
the highway or in the city.
• Similarly a software company will be better
placed in a business hub with a lot of
companies nearby rather than being placed in
a town or rural area.
9. Promotion
• Promotions have become a critical factor in
the service marketing mix.
• Services are easy to be duplicated and hence
it is generally the brand which sets a service
apart from its counterpart.
• A lot of banks and telecom companies
promoting themselves rigorously - because
competition in this service sector is generally
high and promotions is necessary to survive.
10. Price
• Pricing in case of services is rather more
difficult than in case of products.
• If you were a restaurant owner, you can price
people only for the food you are serving. But
then who will pay for the nice ambience you
have built up for your customers? Who will
pay for the band you have for music? Thus
these elements have to be taken into
consideration while costing.
11. People
• People define a service.
• If you have an IT company, your software
engineers define you. If you have a restaurant,
your chef and service staff defines you. If you are
into banking, employees in your branch and their
behavior towards customers defines you.
• In case of service marketing, people can make or
break an organization. Thus many companies
nowadays are involved into specially getting their
staff trained in interpersonal skills and customer
service with a focus towards customer
satisfaction.
12. People
• An essential ingredient to any service provision is
the use of appropriate staff and people.
• Recruiting the right staff and training them
appropriately in the delivery of their service is
essential if the organisation wants to obtain a
form of competitive advantage.
• Consumers make judgments and deliver
perceptions of the service based on the
employees they interact with. Staff should have
the appropriate interpersonal skills, attitude, and
service knowledge to provide the service that
consumers are paying for.
13. People
All people that are directly or indirectly involved
in the consumption of a service are an
important part of the Extended Marketing
Mix. Knowledge workers, employees,
management and consumers often add
significant value to the total product or
service offering.
14. • Most of us can think of a situation where
the personal service offered by individuals
has made or tainted a tour, vacation or
restaurant meal. Remember, people buy
from people that they like, so the attitude,
skills and appearance of all staff need to be
first class.
15. • People are the most important element of
any service or experience.
• Services tend to be produced and
consumed at the same moment, and
aspects of the customer experience are
altered to meet the 'individual needs' of
the person consuming it.
16. Process
• Service process is the way in which a service is
delivered to the end customer.
• Example of Fedex. The company thrives on its quick
service and the reason it can do that is its confidence
on its processes. The demand of these services is such
that they have to deliver optimally without a loss in
quality.
• Thus the process of a service company in delivering its
product is of utmost importance.
• It is also a critical component in the service blueprint,
wherein before establishing the service, the company
defines exactly what should be the process of the
service product reaching the end customer.
17. Process
• Banks that send out Credit Cards
automatically when their customers old one
has expired again require an efficient process
to identify expiry dates and renewal.
• An efficient service that replaces old credit
cards will foster consumer loyalty and
confidence in the company.
18. Process
Procedures, mechanisms and flow of activities
by which services are consumed (customer
management processes) are an essential
element of the marketing strategy.
19. • For the purposes of the marketing mix,
process is an element of service that sees
the customer experiencing an
organisation's offering.
• It's best viewed as something that your
customer participates in at different points
in time.
20. Example to help your build a
picture of marketing process,
from the customer's point of
view.
21. • Booking a flight on the Internet - the
process begins with you visiting an airline's
website. You enter details of your flights
and book them. Your ticket/booking
reference arrive by e-mail or courier. You
catch your flight on time, and arrive
refreshed at your destination. This is all
part of the marketing process.
22. Physical Evidence
• Services are intangible in nature. However, to
create a better customer experience tangible
elements are also delivered with the service.
• Several times, physical evidence is used as a
differentiator in service marketing.
• Imagine a private hospital and a government
hospital. A private hospital will have plush
offices and well dressed staff. Same cannot be
said for a government hospital. Thus physical
evidence acts as a differentiator.
23. • Physical evidence is the material part of a
service. Strictly speaking there are no physical
attributes to a service, so a consumer tends to
rely on material cues
24. There are many examples of physical evidence,
including some of the following:
• Packaging.
• Internet/web pages.
• Paperwork (such as invoices, tickets and despatch
notes).
• Brochures.
• Furnishings.
• Signage (such as those on aircraft and vehicles).
• Uniforms.
• Business cards.
• The building itself (such as prestigious offices or
scenic headquarters).
• Mailboxes and many others . . . . . .
26. A sporting event is packed full of physical
evidence. Your tickets have your team's
logos printed on them, and players are
wearing uniforms. The stadium itself could
be impressive and have an electrifying
atmosphere. You traveled there and parked
quickly nearby, and your seats are
comfortable and close to restrooms and
store. All you need now is for your team to
win!
27. Select the right option!
Option Your Choice:
Product A. How the brand is presented.
Price B. The mix of traditional and online communications. .
Place C. Opportunities for modifying the core or extended product.
Promotion D. How customer service affects the experience.
People E. How customer interactions are managed.
Physical
evidence
F. Where the products are delivered or distributed to
Process G. Different product pricing for different categories