A detailed investigation to validate the popular marketing concept of custome...Charm Rammandala
Understanding customers expectation is one of the fundamental factor’s to retain in the business, whether the business is a service provider or a manufacturer. Simply because if a business fails to understand the customer needs and satisfy the expectations, its running the risk of losing customers instead of gaining. Unsatisfied customer is a liability for any business as it will bring numerous negative outcomes. Apart from losing the business of affected customers, the bad reviews, blog posts and word of mouth will put off many more potential customers.
The notion of customer is always right is a century old concept and it’s becoming more relevant to the current market conditions than ever.
The purpose of this essay is to take an in-depth look in to the concept of customer is always right and evaluate how relevant said concept to the modern market conditions
White paper - Customer Experience TransformationPablo Junco
This white paper highlights the business value of customer experience as a differentiator and explores three critical enablers to guide organizations embarking on the transformation journey.
A detailed investigation to validate the popular marketing concept of custome...Charm Rammandala
Understanding customers expectation is one of the fundamental factor’s to retain in the business, whether the business is a service provider or a manufacturer. Simply because if a business fails to understand the customer needs and satisfy the expectations, its running the risk of losing customers instead of gaining. Unsatisfied customer is a liability for any business as it will bring numerous negative outcomes. Apart from losing the business of affected customers, the bad reviews, blog posts and word of mouth will put off many more potential customers.
The notion of customer is always right is a century old concept and it’s becoming more relevant to the current market conditions than ever.
The purpose of this essay is to take an in-depth look in to the concept of customer is always right and evaluate how relevant said concept to the modern market conditions
White paper - Customer Experience TransformationPablo Junco
This white paper highlights the business value of customer experience as a differentiator and explores three critical enablers to guide organizations embarking on the transformation journey.
New Zealand based marketing consultant Fleur Revell shares her definitive guide to managing customer complaints in a digital age.
This report will teach you how social media has evolved the complaint management process over recent years and how service managers can ensure how customer grievances do not escalate from social media into general news media.
The complaints management guide was written based on Fleur's extensive experience advising blue chip companies on a range of customer service and crisis management issues.
Fleur's Auckland PR consulting agency Impact PR conducted market research in her home market to better understand what consumers really want when they make a complaint to a business.
The research revealed that the majority of customers are not seeking any more than an explanation of what went wrong and/or simple delivery of their original requirements. Despite what many managers may think, only a small percentage of customers say they regularly seek compensation over and above that what they paid for.
The Ethical Practices of Islamic Banking: A Study from Customer Satisfaction ...Azharsyah Ibrahim
This study aims to investigate the level of customer satisfaction as a result of the Islamic Work Ethics (IWE) implementation in Islamic banks in Aceh, Indonesia. Specifically, it examines the difference in perceiving satisfaction among
customers of Islamic Commercial Banks (ICB), Islamic Business Units (IBU), and Islamic Rural Banks (IRB). The study incorporated a quantitative method which was employed through questionnaire surveys that were distributed to 600 respondents of seven Islamic banks. The data were then analyzed using descriptive and inferential analyses in SPSS. The findings revealed that in general, the customers have shown a high satisfaction on the IWE practiced in Islamic banking institutions. Particularly, the ICB scored the highest satisfaction level compared to the other banking categories.
To differentiate customer experience, do something your competitors aren't doing in customer experience management. Re-examine how you're listening to customers, viewing customers' expectations, and focusing your employees and business rituals on customers. See http://ClearActionCX.com Contact us at OptimizeCX@ClearActionCX.com
Capturing Customer Data and Insights that Elevate the Customer ExperienceJames O'Gara
Curriculum Highlights:
The data set that truly drives the customer experience
starts with understanding the customer’s desires, needs,
challenges and decision-making drivers. Do you need
big data to capture these insights? Maybe. Maybe not.
During this session, you’ll gain insight into the customer
experience data that really matters and how it can be
leveraged to improve the customer buying process and
journey. You’ll also learn about research techniques
that can be used to capture an accurate Voice-of-theCustomer
(VOC) and how the insights will help you create
a differentiated customer experience.
Learning Objective:
Participants will leave with a deeper understanding of the
customer research methods and data they need to create
a more engaging and compelling customer experience.
2018 customer journey_mapping_research_mycSylke Will
Customer journey mapping is a discipline that allows organisations to step into their customers’ shoes; to gain valuable insights that enable them to improve the customer experience. But how well-adopted is it - and how successful are practitioners at using it? MyCustomer’s 2018 customer journey mapping research report is based on a global survey of 248 customer experience professionals across EMEA, North America and Asia-Pacific. The research looks at the maturity of the practise of customer journey
mapping, exploring how long organisations have been utilising journey
mapping, and how successful they feel they are at it.
The research also examines what trends are emerging in the execution
of customer journey mapping, including who typically has ownership of
the programme and what tools are most commonly used to support it.
We have also attempted to tease out best practices from organisations
whose customer journey mapping programmes are most mature and/or
most successful.
This Quality Reviews guide will help you understand the importance of patient experience. Patients who have a positive experience with their care commonly have better health.
New Zealand based marketing consultant Fleur Revell shares her definitive guide to managing customer complaints in a digital age.
This report will teach you how social media has evolved the complaint management process over recent years and how service managers can ensure how customer grievances do not escalate from social media into general news media.
The complaints management guide was written based on Fleur's extensive experience advising blue chip companies on a range of customer service and crisis management issues.
Fleur's Auckland PR consulting agency Impact PR conducted market research in her home market to better understand what consumers really want when they make a complaint to a business.
The research revealed that the majority of customers are not seeking any more than an explanation of what went wrong and/or simple delivery of their original requirements. Despite what many managers may think, only a small percentage of customers say they regularly seek compensation over and above that what they paid for.
The Ethical Practices of Islamic Banking: A Study from Customer Satisfaction ...Azharsyah Ibrahim
This study aims to investigate the level of customer satisfaction as a result of the Islamic Work Ethics (IWE) implementation in Islamic banks in Aceh, Indonesia. Specifically, it examines the difference in perceiving satisfaction among
customers of Islamic Commercial Banks (ICB), Islamic Business Units (IBU), and Islamic Rural Banks (IRB). The study incorporated a quantitative method which was employed through questionnaire surveys that were distributed to 600 respondents of seven Islamic banks. The data were then analyzed using descriptive and inferential analyses in SPSS. The findings revealed that in general, the customers have shown a high satisfaction on the IWE practiced in Islamic banking institutions. Particularly, the ICB scored the highest satisfaction level compared to the other banking categories.
To differentiate customer experience, do something your competitors aren't doing in customer experience management. Re-examine how you're listening to customers, viewing customers' expectations, and focusing your employees and business rituals on customers. See http://ClearActionCX.com Contact us at OptimizeCX@ClearActionCX.com
Capturing Customer Data and Insights that Elevate the Customer ExperienceJames O'Gara
Curriculum Highlights:
The data set that truly drives the customer experience
starts with understanding the customer’s desires, needs,
challenges and decision-making drivers. Do you need
big data to capture these insights? Maybe. Maybe not.
During this session, you’ll gain insight into the customer
experience data that really matters and how it can be
leveraged to improve the customer buying process and
journey. You’ll also learn about research techniques
that can be used to capture an accurate Voice-of-theCustomer
(VOC) and how the insights will help you create
a differentiated customer experience.
Learning Objective:
Participants will leave with a deeper understanding of the
customer research methods and data they need to create
a more engaging and compelling customer experience.
2018 customer journey_mapping_research_mycSylke Will
Customer journey mapping is a discipline that allows organisations to step into their customers’ shoes; to gain valuable insights that enable them to improve the customer experience. But how well-adopted is it - and how successful are practitioners at using it? MyCustomer’s 2018 customer journey mapping research report is based on a global survey of 248 customer experience professionals across EMEA, North America and Asia-Pacific. The research looks at the maturity of the practise of customer journey
mapping, exploring how long organisations have been utilising journey
mapping, and how successful they feel they are at it.
The research also examines what trends are emerging in the execution
of customer journey mapping, including who typically has ownership of
the programme and what tools are most commonly used to support it.
We have also attempted to tease out best practices from organisations
whose customer journey mapping programmes are most mature and/or
most successful.
This Quality Reviews guide will help you understand the importance of patient experience. Patients who have a positive experience with their care commonly have better health.
Respond to 2 students DQ 275 words and 1 reference eachOriginal .docxmackulaytoni
Respond to 2 students DQ 275 words and 1 reference each
Original DQ... DUE 6-15-2016 7:00 p.m EST
Explain the difference between
pre
-service, point-of-service, and after-service. What elements are central to each? Provide an example of how an organization might create a competitive advantage in each of these areas...
(REMINDER) IN HEALTHCARE
Additional Topics (Team Meetings in a clinic) (Quality Improvement in Health Care) (National Health care Quality)
Student 1
he elements of p
re-service, point of service, and after service are
crucial
elements
in all lines of business. It is important for a business to
continuously
create an
experience
for the client in all stages of service. These stages are essential in not only
ensuring
organizational success but also ensuring that customer satisfaction is upheld. The largest factor In how successful an organization is depend on how happy their consumer base is with the experience received, prior to, during, and after the services were
comple
ted
. According an article in
Forbes
Magazine
, Customer
experience
has reached a level in which it is now more important than the products being sold and can even be a key factor in the marketing of a brand. (Newman, n.d.)
Pre
service care pertains to all planning stages of the organization.
This encompasses all aspects from
marketing, products and services provided, market research, understanding the client base as well as the area in which the products are to be provided. This is one of, if not, the most important
aspect of these elements. It is not only important to ensure that the products and or services provided are of the highest quality, but also that there is a need for them. This idea of a
competitive
advantage is a key
factor in the success of an organization and this is when the
pre
service planning come into play. According to the article
Startup Location Is Still A Critical Success Factor:
"
Even in this age of
globalization
and
virtualization
, the geographic area where you choose to live and work can still make or break your startup business."(
Zwilling
,
n.d.)
Meaning that it is important for a company to understand the market in which they
w
ish
to serve in order to assure that they are serving the correct client base and remain
competitive
in their market
.
P
oint
of service could translate to p
ost
service care which pertains to the care received at the time the patient is seen. This is reflected in the customers satisfaction with the experience received, a direct reflection of the customer service as well as the
techniques
that are used. Quality of care
provided by
healthcare
professionals, a
nd
thus
received
by patients, can be a make or break factor in the success of a firm. According to
Quality of Care Information Makes a
Difference,
"Quality
report cards are becoming increasingly more common and receive much publicity. They can have significant impact on competition among prov.
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
A study on customer satisfaction towards smartphone with special reference to...RajaKrishnan M
A study on customer satisfaction towards smartphone with special reference to Tirupur city - The study was undertaken by B.Com CA student in the year of 2016-2017.
Customer relationship management (CRM) is a technology for managing all your company’s relationships and interactions with customers and potential customers. The goal is simple: Improve business relationships. A CRM system helps companies stay connected to customers, streamline processes, and improve profitability.
When people talk about CRM, they are usually referring to a CRM system, a tool that helps with contact management, sales management, productivity, and more.
A CRM solution helps you focus on your organization’s relationships with individual people — including customers, service users, colleagues, or suppliers — throughout your lifecycle with them, including finding new customers, winning their business, and providing support and additional services throughout the relationship.
Transcript The Marketing Process ContinuumMission statementTh.docxedwardmarivel
Transcript: The Marketing Process Continuum
Mission statement
The mission statement should answer the following questions about the business:
· Who am I?
· Type of hotel—product focus and need
· Quality level—luxury, first-class, budget
· Business mix
· What are the key market segments I serve?
· What makes me unique?
· Salience, determinance, and importance
· Who are the key competitors whose success directly affects my business?
· Who are my constituents—formal and informal groups (employees, unions, suppliers, regulators/inspectors, and so on)—whose efforts on my behalf may contribute to success?
· How will I improve over the next 3-5 years?
The answers to these questions help organizations define their target markets and their business mix.
Strategy
Strategy involves matching opportunities with corporate capability. The strategic window of opportunity is a limited period during which the combination of an opportunity and the firm's ability to exploit it exists.
Breakthrough Opportunities are opportunities that help innovators develop hard-to-copy marketing strategies that will be very profitable for a long time. There must be a match or "fit" between the target market opportunity and the company's resources.
Competitive Advantage means that a firm has a marketing mix which the target market sees as better than a competitor's mix. The goal of strategic planning is to gain a sustainable competitive advantage.
An organization with a production orientation would focus on achieving a competitive advantage by increasing production efficiencies to develop a production cost advantage. A company with a sales orientation would develop a competitive advantage by having a more persuasive sales message. A firm with a marketing orientation would achieve a competitive advantage by satisfying consumers' needs.
Unless the company has some overriding competitive advantage, the target market selected should be served by only a few, small competitors.
Analysis
There are two schools of thoughts regarding what happens after an opportunity is identified. The traditional belief is that marketers must conduct an environmental analysis to analyze the sociocultural, demographic, economic, technological, political and legal, competitive, and ecological environments. Marketers use the data they've gathered in an environmental analysis to conduct a SWOT analysis, identifying the strengths, weaknesses, opportunities, and threats associated with their enterprise. In concert with the identification of organizational resources, this enables organizations to define marketing objectives and a unique competitive advantage.
The opposing, and more nascent view, known as the Effectual Approach, is that analogical reasoning based on experience should be used to make marketing decisions, whereas predictive information should be ignored or given little weight. The goal is to control outcomes, co-create value through partnerships, and transform situations to achieve desired results ...
Modelling the Human Values Scale in Recommender Systems using Sales Pitch Mod...inventionjournals
This is a novel attempt to anticipate the reasons for key purchase decisions of individual customers and use them in recommender systems. Modern techniques are available to do this, such as data mining, user models, direct marketing and recommender systems. The most common, state of the art approach to recommender systems is to find out what is the right product for the right customer at the right time. Although our approach is diferent, it shares the same goal of increasing sales: how to convince any given customer that this is the perfect product for him and that he should buy it now! This is done with sales pitch modulation, a method that highlights the key benefits of a product according to what is important for a customer, according to what he thinks it is worth. The human values scale (HVS) model is an approach from modern psychology, normally applied to the human resource selection process in companies, that reveals which key values rule the decisions made by people across all domains of their life. This paper presents a method to calculate the HVS through existing user models, and shows how to apply it to a real case, a campaign to sell banking products, where the recommender system chooses the right message for every single customer, with good, solid results
If you don't want to sell below average, you have to assess additional qualitative features that make it more profitable. If sales numbers aren't enough, factors like profitability and unique dental practice features can diminish the inevitable impact of your overhead costs. But how can you boost them?
The Customer Experience: The Holly Grail of Competitive AdvantageDan Polito
Providing a great customer experience has emerged as the holy grail of competitive advantage, as traditional sources such as price or product differentiation become less sustainable. In an age of accelerated information flows, traditional sources of differentiation such as price and product differentiation erode rapidly, leaving customer service as the last sustainable source of competitive advantage. This challenges customer-facing departments to step up their game.
A new chorus has cast a spell over the business world: "customer relationship". Sometimes real, other times mimicked, the relationship with the consumer is often limited to the statement "we care about you". Obviously, this overtly concern reveals an economic interest natural for any activity that aims to yield profit.
Physician schedule optimization model - Endeavor AnalyticsEndeavor Management
How can you meet organizational revenue needs while addressing physician preferences? In this presentation, we review our approach to creating an physician schedule optimization model that assembles and predicts the impact of schedule changes on patient revenue against a series of constraints and variables.
It's like a dating site to match physicians and consumers.
In this presentation, our approach to patient volume modeling is reviewed. This model is used for marketing and operations strategic decision making.
As hospitals and healthcare systems are trying to increase commercial revenue (non-government funded) to sustainable profitability, many are unable to address this problem strategically due to data dispersion and the analytical model required to establish cause and effect relationships. Endeavor Analytics’ digital tool assembles, models and predicts the impact of market changes, marketing and operational activities on all-payer patient volumes.
In this white paper, we review the critical success factors for maintaining a highly successful contact center, ensuring each interaction enchants callers to schedule appointments, participate in fund raising events and refer patients.
Avoid PRM failures by avoiding ensuring it's not simply a repository for documenting simple tasks. PRM failures occur when the IT solutions only serves to document activities instead of serving to streamline the physician experience.
2017 digital engagement webinar marketing360 - gelb consultingEndeavor Management
This presentation highlights things every healthcare marketer should know about how to measure healthcare marketing ROI, how to design a healthcare marketing dashboard the right way, and what’s possible in today’s digital age.
Managing a trusted brand in the oil & gas industry requires a variety of tools for understanding and successful implementation. This document outlines various Endeavor Management capabilities such as Brand Trust Measurement, Message Mapping, Sales Training and Culture Design.
Client's experiences with behavioral health services are shaped by all of their interactions with us, across the continuum of care. While we can assume what our clients want, need and experience in receiving services from us, it is valuable to use their direct feedback to understand their functional (what we do) and emotional (how we do it) needs throughout their experience. In this webinar conducted with Sovereign Health, we discuss the foundations of customer experience management, provide examples of tools and resources that you can use to understand client's experiences and address opportunities for improvement, and discuss a variety of implications in behavioral health settings.
How do you operationalize a culture and strengthen employee trust? Gelb's experience mapping frameworks can be used to effectively examine the holistic employee experience and create advocates out of your teams!
Ever had this nagging feeling you just weren't sure why a physician referred his or her patients to a competitor over you? You have the advanced technology, latest clinical trials, and maybe even a top-notch team of liaisons. Outside of insurance, there are many other functional and emotional factors affecting physician referral behaviors. Most of these can be indicated by leakage reports, but these don't explain the WHY behind them.
In this presentation, given with St. Jude Children's Research Hospital, we explore the combined use of experience map and decision factors research to get at the heart of the issue...which ultimately drives clinical volume.
How to apply speed dating techniques to persona developmentEndeavor Management
We had the privilege of leading this workshop recently along with SG2 and Roswell Park during the Annual PAMN Conference. This presentation outlines the importance and application of segments and templates you can use to accelerate your customer insight development. Personas are used to inform strategic decisions by putting the customer in the room. Learn how this technique can be used for your initiatives related to brand/marketing management, customer experience, and product/service innovation.
Strategic imperative digital transformation in capital projectsEndeavor Management
Radical changes to megaproject delivery will bring first adopters a distinct competitive edge, while writing the epitaph of those who stay stuck in legacy ineffective practices. Whether you are an operating asset owner or an EPC, you are confronted with reinventing the core of your capital projects delivery through digital solutions. Such strategic transformation requires holistic change that focuses not only on installation of a new software application, but also on people and work processes to achieve a sustained, culturally intrinsic result from new technology .
2017 Physician Strategies Webinar Series - Physician Relations StructureEndeavor Management
Acquire insight into how to develop a more strategic and operational approach that can grow your organization’s physician referral base in a continually evolving accountable care environment.
This white paper discusses physicians’ medical training and its relationship to effective leadership qualities, and demonstrates how the soft skills associated with emotional intelligence are essential in guiding physicians in the practice of leadership.
Why is physician engagement strategically important? How can you design a strategy that is laser-focused on increasing clinical demand by ensuring your medical staff is aligned?
This presentation highlights key data, a framework for focusing your efforts with an aim statement and developing a programmatic approach to physician engagement.
Why is physician engagement strategically important? How can you design a strategy that is laser-focused on increasing clinical demand by ensuring your medical staff is aligned?
This presentation highlights key data, a framework for focusing your efforts with an aim statement and developing a programmatic approach to physician engagement.
Traditionally development of digital tools was solely an IT initiative, but today it is a customer-needs driven initiative. Digital experiences are often times the first impression that potential customers have of you, and the first tools they turn to when they have questions or needs throughout their journey.
Best practices for developing digital tools exist, and it is common to partner with an advertising or web development agency for this purpose. However, each market and healthcare brand are unique, necessitating the inclusion of voice of the customer insight to ensure that digital tools are being built around the real (not just assumed) needs and priorities of users. So how can marketing and digital teams engage users in order to develop the digital strategy and deliver the ideal digital experience? In this paper, we present a proven process and research-based tools for obtaining direct user feedback about digital needs, preferences, and priorities.
Hiring an experienced, trusted advisor can be the difference between success and failure. That’s why the members of our Healthcare Expert Advisory Group have been there, done that.
Our Healthcare Expert Advisory Group members have served as system leaders, successfully designing and implementing strategic solutions to healthcare’s ever-changing challenges. We’ve been in your shoes and understand the intricacies of the most complex organizations. Our team has overseen, from the inside, how strategy is designed and successfully implemented. Whether you’re looking for operational excellence, strategic planning, financial strategy, or leadership development, our experts have the experience and expertise to help you achieve results.
Physicians are rapidly adopting social media tools such as Twitter and LinkedIn as part of their approach to keeping up to date with the latest developments in healthcare. As the use of these digital tools becomes increasingly commonplace and mobile apps gain acceptance for supporting healthcare interactions, the physician liaison team can leverage digital tools and social media to improve the efficiency and effectiveness of the delivery of information. Digital tools can serve as a pathway to providing easier and more direct access to information and tools that help to strengthen relationships with referring doctors and their practice staff.
In this paper, we present a best practices from around the country in using digital tools to connect with referring physicians. When used appropriately, digital tools can configured and applied to improve relationships, grow referral volumes, and increase the efficiency and effectiveness of your physician liaisons.
Falcon stands out as a top-tier P2P Invoice Discounting platform in India, bridging esteemed blue-chip companies and eager investors. Our goal is to transform the investment landscape in India by establishing a comprehensive destination for borrowers and investors with diverse profiles and needs, all while minimizing risk. What sets Falcon apart is the elimination of intermediaries such as commercial banks and depository institutions, allowing investors to enjoy higher yields.
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/
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.
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
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.
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
Kseniya Leshchenko: Shared development support service model as the way to ma...Lviv Startup Club
Kseniya Leshchenko: Shared development support service model as the way to make small projects with small budgets profitable for the company (UA)
Kyiv PMDay 2024 Summer
Website – www.pmday.org
Youtube – https://www.youtube.com/startuplviv
FB – https://www.facebook.com/pmdayconference
RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...BBPMedia1
Grote partijen zijn al een tijdje onderweg met retail media. Ondertussen worden in dit domein ook de kansen zichtbaar voor andere spelers in de markt. Maar met die kansen ontstaan ook vragen: Zelf retail media worden of erop adverteren? In welke fase van de funnel past het en hoe integreer je het in een mediaplan? Wat is nu precies het verschil met marketplaces en Programmatic ads? In dit half uur beslechten we de dilemma's en krijg je antwoorden op wanneer het voor jou tijd is om de volgende stap te zetten.
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.
Unveiling the Secrets How Does Generative AI Work.pdfSam H
At its core, generative artificial intelligence relies on the concept of generative models, which serve as engines that churn out entirely new data resembling their training data. It is like a sculptor who has studied so many forms found in nature and then uses this knowledge to create sculptures from his imagination that have never been seen before anywhere else. If taken to cyberspace, gans work almost the same way.
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.
1. In Their Shoes
Gelb Consulting Group, Inc.
1011 Highway 6 South P + 281.759.3600
Suite 120 F + 281.759.3607
Houston, Texas 77077 www.gelbconsulting.com
2. In Their Shoes
With experience mapping, marketers can take advantage of word-of-mouth
communication.
Personal recommendations are critical to ensuring the success of a service-oriented business.
To help their organizations remain competitive, marketing managers must learn what the
marketplace expects and receives throughout the total customer experience. Experience
mapping – developed from in-depth qualitative interviews with a sample of customers and
frontline employees – is the framework for creating exceptional experiences that convert users
into advocates.
This is how one customer recently experiences a service company: “When I called those people
the first time, nobody answered until the sixth ring, and then it was a machine telling me that
‘all our representatives are busy helping other customers.’ I held on, but I wasn’t happy.”
To avoid such unhappy customers and increase satisfaction and retention, organizations must
strive to understand and manage expectation. And when those organizations go a step further
by delivering exceptional experiences, they can take advantage of the most powerful weapon
in the marketing communications arsenal: word-of-mouth referrals.
But how do they accomplish this? “Service quality is a design issue” is the keynote of the
groundbreaking book Delivering Service Quality by Valarie Zeithaml, A. Parasuraman, and
Leonard L. Berry (The Free Press, 1990). It reveals: “With rigorous, detailed attention to
customers’ expectations for each step in a service process, it is possible to design quality into
the service.”
Addressing Service Failures
Many marketing managers have found that the service quality of most organizations is
typically more disappointing than uplifting. Expectations and the customer experience can be
managed only through the appropriate use of three channels: internal communication
(company to employees), external communication (company to market), and interactions
(between employees and customers).
Southwest Airlines best demonstrates the payoffs that internal marketing can generate.
Because it offers low prices with a sufficient level of service quality, it carries more passengers
than any other airline. Early on, Southwest pegged its future with its frontline employees. The
mission statement says it all: “Above all, employees will be provided the same concern, respect,
and caring attitude within the organization that they are expected to share externally with
every Southwest customer.”
Southwest’s internal marketing plan, as explained in an article by Andrew J. Czaplewski, Jeffery
M. Ferguson, and John F. Milliman (Marketing Management, Septemeber/October 2001),
centers on “a vision that provides purpose and meaning to the workplace, competing
aggressively for the most talented people, preparing employees with the skills and knowledge
they need to perform…,motivating individuals through measurement and rewards, providing
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3. In Their Shoes
freedom to excel, and ensuring that organizational management understands the internal
customer.”
Although Southwest’s success formula is obvious, too many organizations have failed to
appreciate that the beginning stages of creating optimum customer experiences are internal.
First, they must comprehend how frontline personnel disappoint customers. What will it take
to understand where customers are coming from, what they expect, and how to deliver on
promises in each interaction?
Where Quantification Falters
Customer expectations are set and adjusted based on perceptions and experiences.
Unfortunately, managers are often left with research tools that don’t adequately explore these
attitudes and expectations. They are more disposed to measure how customers interact with
their offering, and spend fewer resources on the pre-buying environment.
The temptation is to reach for the latest quantitative-sounding tool. Statistical analyses
presumably are managers’ allies in determining what customers value most. However,
quantitative tools are less useful in the complex, ever-changing service environment.
Commonly used quantitative studies (limited information from a large sample) often take into
account only a snapshot: the time period of the customer experience.
For those open to the dynamic nature of qualitative research, the trusted focus group is on
often overused technique, designed to validate the organization’s preconceptions. Focus
groups fail to provide adequate insights about the customer experience, as each interaction
and overall experience is unique (unless your participants visit the same outlets at the same
time).
The inadequacies of mass quantification of insight are illustrated by two popular approaches:
lifetime value of a customer, and measuring the strength of a relationship (a trust-based
commitment model). Those who profess to measure lifetime values of customers are quick to
display models, but the survey data to track real customers over time are lacking. “The lifetime
value of a loyal customer can be astronomical,” claims British publication CRM Today. Even
Boston’s Harvard Business School (HBS) has gotten into the act, offering “The HBS Toolkit
Customer Value Calculator.” It notes that to employ this model, “the user must estimate how
many existing customers will continue to buy.”
The lifetime-value theory proponents state that the road to marketing success is (merely)
based on predicting customer reactions to products and services. Yet switching brands and
services to adjust to companies’ economic circumstances, customers’ views of the trajectory of
the economy, companies’ interests in yet-to-be-offered products and services, and
discontinuities in new technologies are virtually impossible for companies to project with any
degree of precision.
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4. In Their Shoes
A Solution Emerges
To understand customer perceptions of value, to what extent do managers invest in
quantitative studies? Do they instead invest in gathering in-depth information from smaller
samples? Compared with previous decades, managers are encouraged by the results of
learning more from fewer customers. This often includes observational research such as
placing researchers in homes to observe product usage, and tracking customers in buying
situations by videotaping their actions. Another powerful tool for understanding customers is
“experience mapping.”
Managers know, deep down, that they can’t predict the strength of a relationship one year, five
years, or 10 years from now. However, they can do a much better job of appreciating
customers’ total experiences with their products or services. That’s the true voice of the
customer.
Experience mapping responds to this need for in-depth exploration of complex customers’
expectations and experiences, and the inevitable changes that occur when they interact with a
company’s employees or use its products (see Exhibit 1). Managers can grasp what customers
are thinking before they are engaged, how well their expectations are met or exceeded, and
how benefits are delivered through touch points. This approach stands in contrast to what
researchers have been doing for years: attempting to learn how customers regards their
organizations and products/services by asking a sequence of quantitative questions, each one
delving into just one aspect of customers’ experiences.
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5. In Their Shoes
Exhibit 1: Case History
Be patient. As administrators at the University of Texas M. D. Anderson Cancer Center
(in Houston) planned a new medical center, they sought patients’ experiences to
improve facility design and enhance services – to increase patient satisfaction. Clinic
administrators were especially interested in pinpointing why patients might become
frustrated with the intake process, and seek competing (smaller) alternatives. The
hope was that improving the patient experience would reduce that probability, and
subsequently make patients advocates for the organizations. By solving this patient
“churn” problem, the healthcare system also would see an increase in the number of
patients and patient referrals.
Administrators engaged key stakeholders, to isolate the reasons for premature
termination of the intake process. This research found that many patients were
frustrated; they couldn’t anticipate the questions they needed to ask staff and their
physicians. In effect, administrators weren’t effectively managing patient expectations
for this cumbersome intake process when initiating it. And when first encountering the
medical center, potential patients believed it was cold and impersonal. But, as the
experience mapping discovered, their attitudes changed as they met and interacted
with nurses and physicians (they found them to be caring and warm).
With experience mapping, administrators and managers were able to identify and
prioritize critical patient needs at each stage of the institution-patient interaction.
“Experience mapping helped us recognize opportunities to improve patient services
and refine key marketing messages,” says Alicia Jansen, Director of Marketing
Programs.
A cross-functional team of administrators, managers, and operations personnel
developed a host of solutions for enhancing the patient experience. It prioritized these
solutions according to the voice of the customer, which it gathered through the process.
In addition, it evaluated these solutions for ease of implementation. As a result of these
efforts, the institution reported a decreased in the percentage of patients terminating
during the process. Also, their satisfaction increased over the time period, as they dealt
with staff.
Experience mapping is particularly useful in service industries. It yields insights about how
customers perceive treatment from frontline employees and about what customers bring to
the table. The holistic experience, developed through individual interactions, forms the
customer’s evaluation or organizational performance and overall satisfaction.
Using the Experience Map
From the customer’s viewpoint, the experience is a series of episodes. His or her contact with a
call center, advertisement, or product provides a basis to form opinions. The experience map
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6. In Their Shoes
enables customers to construct anecdotes – about the people with whom they interacted, their
needs and fears, and opportunities for improvement. It also tracks how attitudes change with
each touch (see Exhibit 2). The map presents elements of the customer experience. Managers
show it to customers, to elicit the broad range of pre- and post-sales attitudes. Aided by visual
stimuli, customers and prospects can more easily recall and articulate their expectations –
before, during, and after phases of their experiences. The map’s design is based on
organizational insights, but later validated by respondents.
Exhibit 2: Case History
Customization confuses. Experience mapping is especially applicable to service firms
such as those of attorneys, accountants, advertising/promotion, and property
management – where a limited number of clients generate the most revenue.
Therefore, small-sample, in-depth interviews – starting with probing clients’ initial
awareness and expectations – are a viable tactic.
One service firm trumpeted its unique approach to solving client problems. However,
the experience mapping revealed that expectations failed to match interactions with its
service professionals. Clients were initially intrigued by the firm’s basic promise. But in
actuality, each of the professionals assigned to their accounts was proposing his or her
own (individualized) package of options. This resulted in a number of confused and
dissatisfied clients.
By capturing verbatim feedback from clients, the professionals could more easily
understand ramifications of the inconsistent experiences they delivered. Using that
feedback, the firm brought on board the professionals and persuaded them to subsume
their own service approaches within its much-promoted theme. Equipped with these
insights, the firm was able to define the ideal customer experience – and use it as a
promise when establishing relationship with new clients.
Managers conduct qualitative in-depth interviews with a sample of customers and frontline
employees, to understand the facilitators of and barriers to what customers believe is an ideal
experience. The customers should comprise primary decision makers or users, and managers
should expand the interview to include those with key roles in the experience (e.g., friends,
families).
Because of the variety of experiences and opinions, managers should compile complete
transcripts of their interviews. These can serve purposes beyond the research objectives (e.g.,
creating a list of frequently asked questions). Managers should perform interviews in person,
whenever possible. The richness of information in a face-to-face setting far exceeds the
potential cost savings. For example, 20 experience mapping interviews can yield more than
100 pages of transcripts.
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7. In Their Shoes
Experience mapping helps managers understand how their organizations’ total offering are
perceived from customers’ points of view (which requires more analysis because no two
interviews are alike). Once managers aggregated the resulting insights, they can form
multidimensional views of how customers interact with their service – oriented enterprises,
products, and people. And they can determine what makes a customer experience exceptional,
and how to deliver it consistently.
A framework helps summarize the information (see Exhibit 3). The contrast between customer
expectations and realized experiences, as delivered by touch points, is a source of meaningful
insight. For example, marketing communications might set expectations for superior customer
service, which the target (customer) interprets as staff members being able to answer any
questions without a call transfer. It is useful to synthesize findings across touch points and
assess their importance in the customer experience.
Exhibit 3: Case History
Not everyone wants a Web site. Purchasing expensive, technically based products
and services is never routine. As an innovator in its sector, a leading manufacturer and
distributor of multi-million dollar equipment was trying to identify opportunities to
grow revenue, through a better appreciation of the customer experience. Like many
others, it had a clear vision to Web-enable its operations to create value for customers.
If successful, this initiative would significantly reduce account management and
technical sales costs.
Before charging ahead with Web-based solutions, managers decided it was better to
assess customer needs. In contrast to concept testing, they used experience mapping to
understand customer workflow. It became clear that a technical salesperson wasn’t
engaged chiefly for convenience, but for risk management. The customer couldn’t’
afford to make a mistake in this purchase process, regardless of how efficient it was.
The products were not only expensive, but also used in extreme conditions – in which
safety was of utmost concern. In fact, risk was the key emotional factor during the
customer’s decision making.
This insight supported the development of internal solutions rather than just a self-
service portal (an intranet with product specifications, project planning tools, and
pricing sheets). Such information technology would be better in the hands of technical
salespeople and project managers, when recommending products.
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8. In Their Shoes
Focusing on the Customer
Like any other research technique, experience mapping is not a cure-all. But when standard
techniques fail to lead to exceptional, talked-about experiences, marketing managers should
consider the values of this method. They can more clearly focus on what customers expect at
every touch point, and design employee training that capitalizes on the human desire to excel.
About the Authors
Gabriel M. Gelb is founder and senior consultant of Gelb Consultant Group Inc. in Houston. He
may be reached at ggelb@gelbconsulting.com.
John McKeever is president of Gelb Consulting Group Inc. and an adjunct professor of
marketing at the University of Houston. He may be reached at jmckeever@gelbconsulting.com.
About Gelb
Feeling pressure to increase volume and grow revenues? Gelb Consulting Group, Inc. is a
strategic marketing firm that merges analysis, strategy and technology to help clients build and
sustain revenue growth.
Gelb is here to help you understand the complexities of your market to develop and implement
the right strategies. We use advanced research techniques to understand your market,
strategic decision frameworks to determine the best deployment of your resources, and
technology to monitor your successes.
For over 40 years, we have worked with marketing leaders on:
• Strategic Marketing
• Brand Building
• Customer Experience Management
• Go to Market
• Product Innovation
• Trademark/Trade Dress Protection
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