1. Technical quality, specifically strength, is the most important factor for customers when choosing a cement brand. Rural customers also consider price, assuming higher price means higher quality, while urban customers balance price and strength.
2. A company should focus on selling quality over price to build customer loyalty and avoid price wars. Cutting prices attracts competitors to lower their own prices, leaving every company worse off.
3. Employee behavior, especially salespeople, strongly influences brand perception. Salespeople should be properly trained and avoid badmouthing the company or policies to customers, which can damage the brand's reputation.
7Ps’ of Service marketing-Major Research ProjectKULDEEP MATHUR
This document is a research project submitted by Kuldeep Mathur to fulfill requirements for a Master of Business Administration degree from Jiwaji University in Gwalior, India. The project examines the relationship between the 7Ps of the services marketing mix (product, price, place, promotion, people, physical evidence, and process) and customer outcomes in the banking sector in India. The introduction provides background on changes in the Indian banking industry and importance of an effective services marketing mix. The literature review explores previous research on customers, the 7Ps framework, and need to examine the 7Ps strategy in the Indian banking context. The study aims to determine the most important 7Ps factors for creating an appropriate marketing mix strategy from the Indian customer
This document discusses customer value, satisfaction, and loyalty. It begins by providing an example of how Ritz-Carlton focuses on customer service excellence through initiatives like daily service quality monitoring and a customer database. It then asks how companies can deliver value to customers. Customer perceived value is defined as the benefits of a product minus the costs, compared to alternatives. Satisfied customers are those whose expectations are met or exceeded. The document stresses that companies should aim to understand customers' perceptions and find ways to increase benefits or reduce costs.
The document discusses how professional service firms can learn from big brands by better understanding the client journey. It emphasizes that firms should view the client relationship as a holistic journey from the initial branding and expectations through delivery and retention. Firms often fail to meet branding expectations at early contact points, negatively impacting the relationship. The document advocates learning from how top brands meticulously ensure expectations are met or exceeded at every touchpoint to build trust and loyalty over the long term.
This document provides an agenda and overview for a marketing management course covering the third leg of developing a marketing strategy - arriving at a "Go-To-Market" strategy. The first part reviews the previous two legs covered - choosing target customers/competitors/collaborators and using positioning to develop a marketing mix. The document then outlines an agenda covering introduction to Go-To-Market, hunting and gathering, sales funnel, sales management, selling through channels, and direct selling.
Current and Future Challenges in Service MarketingTony Sebastian
This is a research study on the current and future challenges in service marketing. The PPT gives in-depth analysis on the current challenges and how it can be a challenge in the future.
This document provides a summary of an internship project conducted by Amit Sharma at JK Lakshmi Cement Ltd. The internship focused on sales and market research. As a sales executive, Amit learned to convince customers of the quality of JK Lakshmi's premium cement product and provide after-sales support. As a market researcher, Amit conducted surveys on brand preference and customer satisfaction of JK Lakshmi Cement. The goal was to analyze JK Lakshmi's market standing and identify areas for improvement from the perspective of existing customers. Through this internship, Amit gained experience in customer satisfaction, understanding customer needs, and developing patience in sales.
This document discusses how Whole Foods uses various communication channels to send messages to customers. Planned messages are sent through traditional media like TV ads, while unplanned messages come from word-of-mouth. Additional messages are communicated through the in-store experience, employees, products, and lack of communication. Effective communication can help address issues with intangible services and build brand relationships over time.
7Ps’ of Service marketing-Major Research ProjectKULDEEP MATHUR
This document is a research project submitted by Kuldeep Mathur to fulfill requirements for a Master of Business Administration degree from Jiwaji University in Gwalior, India. The project examines the relationship between the 7Ps of the services marketing mix (product, price, place, promotion, people, physical evidence, and process) and customer outcomes in the banking sector in India. The introduction provides background on changes in the Indian banking industry and importance of an effective services marketing mix. The literature review explores previous research on customers, the 7Ps framework, and need to examine the 7Ps strategy in the Indian banking context. The study aims to determine the most important 7Ps factors for creating an appropriate marketing mix strategy from the Indian customer
This document discusses customer value, satisfaction, and loyalty. It begins by providing an example of how Ritz-Carlton focuses on customer service excellence through initiatives like daily service quality monitoring and a customer database. It then asks how companies can deliver value to customers. Customer perceived value is defined as the benefits of a product minus the costs, compared to alternatives. Satisfied customers are those whose expectations are met or exceeded. The document stresses that companies should aim to understand customers' perceptions and find ways to increase benefits or reduce costs.
The document discusses how professional service firms can learn from big brands by better understanding the client journey. It emphasizes that firms should view the client relationship as a holistic journey from the initial branding and expectations through delivery and retention. Firms often fail to meet branding expectations at early contact points, negatively impacting the relationship. The document advocates learning from how top brands meticulously ensure expectations are met or exceeded at every touchpoint to build trust and loyalty over the long term.
This document provides an agenda and overview for a marketing management course covering the third leg of developing a marketing strategy - arriving at a "Go-To-Market" strategy. The first part reviews the previous two legs covered - choosing target customers/competitors/collaborators and using positioning to develop a marketing mix. The document then outlines an agenda covering introduction to Go-To-Market, hunting and gathering, sales funnel, sales management, selling through channels, and direct selling.
Current and Future Challenges in Service MarketingTony Sebastian
This is a research study on the current and future challenges in service marketing. The PPT gives in-depth analysis on the current challenges and how it can be a challenge in the future.
This document provides a summary of an internship project conducted by Amit Sharma at JK Lakshmi Cement Ltd. The internship focused on sales and market research. As a sales executive, Amit learned to convince customers of the quality of JK Lakshmi's premium cement product and provide after-sales support. As a market researcher, Amit conducted surveys on brand preference and customer satisfaction of JK Lakshmi Cement. The goal was to analyze JK Lakshmi's market standing and identify areas for improvement from the perspective of existing customers. Through this internship, Amit gained experience in customer satisfaction, understanding customer needs, and developing patience in sales.
This document discusses how Whole Foods uses various communication channels to send messages to customers. Planned messages are sent through traditional media like TV ads, while unplanned messages come from word-of-mouth. Additional messages are communicated through the in-store experience, employees, products, and lack of communication. Effective communication can help address issues with intangible services and build brand relationships over time.
Branded airtime businesses can leverage established consumer brands to address small customer segments in a growing mobile market. An optimal model evolves a brand's core proposition by enhancing existing products and services. Key to viability are understanding how customer value, acquisition, usage, tenure and expenses impact profitability under various scenarios. An agile strategy balances commercial risks and profits over time through an operating model that focuses on customers and core business growth. Partnering with an enabler can further mitigate risks through scale, best practices and a predictable cost base.
The document discusses service marketing and internal marketing. It defines services as activities that are intangible and involve interactions between customers and providers. The service marketing triangle illustrates the internal, external, and interactive aspects of marketing services - external marketing involves communicating with customers, internal marketing involves training and motivating employees, and interactive marketing involves delivering the service. The objectives of internal marketing are to develop employee awareness of their roles, motivate employees to be customer-oriented, and obtain personnel committed to serving customers.
This document provides an overview of the Indian furniture industry. It discusses the composition of the industry, with household furniture making up 65% of the market, followed by office furniture at 20% and contract furniture at 15%. It provides background on the history and size of the Indian furniture market. It also discusses the different segments within the household and office furniture markets and notes the industry is able to generate approximately Rs. 3,500 crore annually.
importance communication in retail industry by debasish sahudebasish5143
This document discusses the importance of communication in the retail industry. It outlines several key functions of retail promotion programs, including informing customers about products and services, persuading customers to visit stores and make purchases, and reminding customers about products to maintain loyalty. It also describes various methods of communication with customers, whether paid impersonal methods like advertising, unpaid impersonal methods like word of mouth, or personal methods like personal selling. Finally, it provides seven tips for effective communication between retail staff and customers, such as using appropriate language, making eye contact, smiling, and finding someone who can help if you cannot.
Transactional marketing focuses on maximizing short-term profits through increasing sales transactions rather than building long-term customer relationships. It involves promoting products and services to new customers through the traditional four P's of marketing. While transactional marketing aims to boost sales volume, some analysts argue it is less effective today given new technologies allow companies to more easily develop relationships with customers and better understand their needs over time.
Determinants of customer satisfaction in hotel industryAamna Shakeel
This document summarizes a research study that examined determinants of customer satisfaction in the hotel industry of Pakistan. The study investigated the relationship between service quality, service features, and customer satisfaction on future intentions. A survey was administered to customers of major hotels in Pakistan. The results of the study found that improved service quality and superior service features increased customer satisfaction. Additionally, satisfied customers were more likely to return and recommend the hotel in the future. Thus, the study concluded that enhancing service quality and features leads to greater customer satisfaction and future intentions.
This document discusses various ways that safety information and health and safety policies will be communicated to employees. It notes that communication will occur through formal training sessions, supervisor and staff meetings, health and safety notice boards, team meetings, displayed health and safety law posters, online web pages, and induction briefings. The health and safety coordinator will be responsible for disseminating information within departments. Maintaining open communication about safety is important.
V. Prasad has owned a retail store in Vizianagaram, India since 2008. Over the years, the business has grown steadily at a rate of 12% annually as customer traffic has increased. The store focuses on customer satisfaction over formal goals and aims to offer both shopping and convenience goods at competitive prices through cost-oriented and demand-based pricing. While the location and large size of 7,000 square feet are strengths, greater brand awareness could help the store attract more customers and become the top retailer in the area. Maintaining strong customer relationships and service will be key to retaining their competitive advantage against other stores like Spencer's that have entered the market.
The document discusses the development of a new car called the N4S by the company N4S CO. The N4S is aimed at middle-class and upper middle-class consumers. It offers a range of engine options and focuses on design. N4S uses a marketing mix approach including product, price, place, and promotion strategies. For products, N4S offers various car models and discusses tangible and intangible features. It recommends targeting middle-class consumers and developing new models to attract more customers.
Evert Gummesson formulated the concepts of total relationship marketing in his book. He defines relationship marketing as marketing seen through relationships, networks, and interactions. Gummesson identified three types of business-to-business relationships and described interactions as hierarchical. Total relationship marketing recognizes that marketing is embedded within an organization's total management of networks in the market and society. It aims to create long-term win-win customer relationships through value co-creation across 30 different relationship types.
Fiddit is a startup that provides customized shirts for men. Over five days, Fiddit tested different customer segments, value propositions, channels and found the following:
1) Early to mid-career cost-conscious men in select industries were the most promising customer segment.
2) Offering an appropriately priced, convenient service with a high level of customization was the best value proposition.
3) Mobile apps and pop-up stores showed the most potential as customer acquisition channels.
4) Continued customer discovery was needed to refine the segment, test pricing tolerance, and determine if bundling products or a recurring revenue model would be beneficial.
The document discusses President Obama's proposal to extend middle-class tax cuts. It proposes extending tax cuts for families making under $250,000 per year. This would benefit 114 million middle-class families. Failing to extend the cuts would increase taxes by an average of $1,600 for each of these families. The plan aims to reduce the federal deficit by $1.16 trillion over 10 years by not extending high-income tax cuts for those making over $250,000 annually.
Weltweit befinden sich über 60 Millionen Menschen auf der Flucht vor Krieg, Hunger und Verfolgung. Das Resettlement-Programm des UNHCR bietet geflüchteten Menschen eine sichere Alternative und eine neue menschenwürdige Zukunft in Frieden. Doch was ist Resettlement genau und wie funktioniert das Programm?
SAVE ME MÜNCHEN
This document discusses blended learning at HOW College and the Blended Learning Consortium. It provides reasons for adopting blended learning including making use of technology, developing independent learning skills, and maintaining programmes with less funding. It describes how the consortium works, with member colleges voting on and developing online content to share. It outlines the roles of different groups in supporting blended learning. The consortium has grown to include 63 colleges and has funded the development of over 750 hours of online content in areas like digital literacy, employability, and engineering.
In the many years I am already living in Burma I have learned that Bagan is beautiful but much more than what meets the eye.
The Bagan story is the story of a kingdom growing from village level size to about 70 percent of the size of today's Burma/Myanmar.
It is the story of 55 Bagan kings, of myth and legends, of nats and nagas, of wars, of political intrigues, of lies, treason and murder, of Ari Buddhism and Theravada Buddhism and the fall from a small but bustling and wealthy royal capital to a quiet, dusty place in Burma's dry zone no one would speak of anymore if it were not for Theravada Buddhism and the magnificent temples and pagodas.
Today’s dry and dusty plains of Pagan are despite a significantly increasing number of tourists still enveloped in a tomb-like silence. They are an impressive tribute to Buddhism, especially Theravada Buddhism but otherwise there is nothing that indicates that this was a powerful political and economic centre.
The present Pagan/Bagan is much different from the splendid place that is in Marco Polo's records written from 1295 to 1298 described with the following words: ".....one of the finest sights in the world" and “The two pyramidal towers entirely build of marble, ten paces in height…. One of these pyramids was covered with plates of gold an inch in thickness, so that nothing besides the gold was visible; and the other with a plate of silver, of the same thickness. ……. The whole formed a splendid object.”
In many of her features present-day Bagan is more like the Pagan that Sir James Scott under his writer name ‘Shway Yoe’ in 1882 (The Burman: His Life and Notions) described with the words:
”Pagan is in many respects the most remarkable religious city in the world. Jerusalem, Rome, Kieff (Kiev), Benares none of these can boast the multitude of temples and the lavishness of design and ornaments that make marvellous the deserted capital on the Irrawaddy."
Lifting the curtain of myth and legend and concerning ourselves with the history of Pagan will show that this story is not only one of glory, splendour and beauty. It is also a story of crimes; and here we do not speak of petty crimes. We speak of very, very serious crimes that include patricide, fratricide and murder committed to get to the top and stay at the top. Crimes committed to gain unlimited power and keep it and to amass unimaginable wealth. This is the dark side of the story about power and the Royal families of the Pagan era and post-pagan era.
Nowadays the plain of Burma’s deserted capital on the Ayeyawaddy is still densely dotted with pagodas, temples and other religious buildings what is left of them, respectively. The very buildings that bear silent witness to the religious spirit that pervaded the Kingdom of Pagan from 1044 A.D. to 1277 A.D.
Some 2.217 ‘payas’ of formerly some 13.000 are still giving valid testimony to Pagan’s ‘Golden Era’ when the city became known as ‘The City of Four Million Pagodas'.
Success is not an accident but rather the result of preparation, hard work, and perseverance. To achieve success, one must have a plan, dedicate themselves fully to their goals through focused effort and commitment, and continue striving towards their objectives even when faced with challenges or setbacks.
The document discusses key elements of successful startups. It emphasizes that people are the most important element, stating it three times. It also highlights the importance of early customers to validate the business model and market fit. Additionally, it stresses that careful cash management is essential in the early days as startups have fewer resources than competitors.
The document provides a summary of Agnieszka Samsel's qualifications for a position in manufacturing or business support. It includes her contact information, objective, education, experience in roles such as ERP Administrator and Accounts & Office Administrator, skills in software and languages, and training. Her experience spans roles in technical support, food and beverage, and automatic door installation and maintenance.
Branded airtime businesses can leverage established consumer brands to address small customer segments in a growing mobile market. An optimal model evolves a brand's core proposition by enhancing existing products and services. Key to viability are understanding how customer value, acquisition, usage, tenure and expenses impact profitability under various scenarios. An agile strategy balances commercial risks and profits over time through an operating model that focuses on customers and core business growth. Partnering with an enabler can further mitigate risks through scale, best practices and a predictable cost base.
The document discusses service marketing and internal marketing. It defines services as activities that are intangible and involve interactions between customers and providers. The service marketing triangle illustrates the internal, external, and interactive aspects of marketing services - external marketing involves communicating with customers, internal marketing involves training and motivating employees, and interactive marketing involves delivering the service. The objectives of internal marketing are to develop employee awareness of their roles, motivate employees to be customer-oriented, and obtain personnel committed to serving customers.
This document provides an overview of the Indian furniture industry. It discusses the composition of the industry, with household furniture making up 65% of the market, followed by office furniture at 20% and contract furniture at 15%. It provides background on the history and size of the Indian furniture market. It also discusses the different segments within the household and office furniture markets and notes the industry is able to generate approximately Rs. 3,500 crore annually.
importance communication in retail industry by debasish sahudebasish5143
This document discusses the importance of communication in the retail industry. It outlines several key functions of retail promotion programs, including informing customers about products and services, persuading customers to visit stores and make purchases, and reminding customers about products to maintain loyalty. It also describes various methods of communication with customers, whether paid impersonal methods like advertising, unpaid impersonal methods like word of mouth, or personal methods like personal selling. Finally, it provides seven tips for effective communication between retail staff and customers, such as using appropriate language, making eye contact, smiling, and finding someone who can help if you cannot.
Transactional marketing focuses on maximizing short-term profits through increasing sales transactions rather than building long-term customer relationships. It involves promoting products and services to new customers through the traditional four P's of marketing. While transactional marketing aims to boost sales volume, some analysts argue it is less effective today given new technologies allow companies to more easily develop relationships with customers and better understand their needs over time.
Determinants of customer satisfaction in hotel industryAamna Shakeel
This document summarizes a research study that examined determinants of customer satisfaction in the hotel industry of Pakistan. The study investigated the relationship between service quality, service features, and customer satisfaction on future intentions. A survey was administered to customers of major hotels in Pakistan. The results of the study found that improved service quality and superior service features increased customer satisfaction. Additionally, satisfied customers were more likely to return and recommend the hotel in the future. Thus, the study concluded that enhancing service quality and features leads to greater customer satisfaction and future intentions.
This document discusses various ways that safety information and health and safety policies will be communicated to employees. It notes that communication will occur through formal training sessions, supervisor and staff meetings, health and safety notice boards, team meetings, displayed health and safety law posters, online web pages, and induction briefings. The health and safety coordinator will be responsible for disseminating information within departments. Maintaining open communication about safety is important.
V. Prasad has owned a retail store in Vizianagaram, India since 2008. Over the years, the business has grown steadily at a rate of 12% annually as customer traffic has increased. The store focuses on customer satisfaction over formal goals and aims to offer both shopping and convenience goods at competitive prices through cost-oriented and demand-based pricing. While the location and large size of 7,000 square feet are strengths, greater brand awareness could help the store attract more customers and become the top retailer in the area. Maintaining strong customer relationships and service will be key to retaining their competitive advantage against other stores like Spencer's that have entered the market.
The document discusses the development of a new car called the N4S by the company N4S CO. The N4S is aimed at middle-class and upper middle-class consumers. It offers a range of engine options and focuses on design. N4S uses a marketing mix approach including product, price, place, and promotion strategies. For products, N4S offers various car models and discusses tangible and intangible features. It recommends targeting middle-class consumers and developing new models to attract more customers.
Evert Gummesson formulated the concepts of total relationship marketing in his book. He defines relationship marketing as marketing seen through relationships, networks, and interactions. Gummesson identified three types of business-to-business relationships and described interactions as hierarchical. Total relationship marketing recognizes that marketing is embedded within an organization's total management of networks in the market and society. It aims to create long-term win-win customer relationships through value co-creation across 30 different relationship types.
Fiddit is a startup that provides customized shirts for men. Over five days, Fiddit tested different customer segments, value propositions, channels and found the following:
1) Early to mid-career cost-conscious men in select industries were the most promising customer segment.
2) Offering an appropriately priced, convenient service with a high level of customization was the best value proposition.
3) Mobile apps and pop-up stores showed the most potential as customer acquisition channels.
4) Continued customer discovery was needed to refine the segment, test pricing tolerance, and determine if bundling products or a recurring revenue model would be beneficial.
The document discusses President Obama's proposal to extend middle-class tax cuts. It proposes extending tax cuts for families making under $250,000 per year. This would benefit 114 million middle-class families. Failing to extend the cuts would increase taxes by an average of $1,600 for each of these families. The plan aims to reduce the federal deficit by $1.16 trillion over 10 years by not extending high-income tax cuts for those making over $250,000 annually.
Weltweit befinden sich über 60 Millionen Menschen auf der Flucht vor Krieg, Hunger und Verfolgung. Das Resettlement-Programm des UNHCR bietet geflüchteten Menschen eine sichere Alternative und eine neue menschenwürdige Zukunft in Frieden. Doch was ist Resettlement genau und wie funktioniert das Programm?
SAVE ME MÜNCHEN
This document discusses blended learning at HOW College and the Blended Learning Consortium. It provides reasons for adopting blended learning including making use of technology, developing independent learning skills, and maintaining programmes with less funding. It describes how the consortium works, with member colleges voting on and developing online content to share. It outlines the roles of different groups in supporting blended learning. The consortium has grown to include 63 colleges and has funded the development of over 750 hours of online content in areas like digital literacy, employability, and engineering.
In the many years I am already living in Burma I have learned that Bagan is beautiful but much more than what meets the eye.
The Bagan story is the story of a kingdom growing from village level size to about 70 percent of the size of today's Burma/Myanmar.
It is the story of 55 Bagan kings, of myth and legends, of nats and nagas, of wars, of political intrigues, of lies, treason and murder, of Ari Buddhism and Theravada Buddhism and the fall from a small but bustling and wealthy royal capital to a quiet, dusty place in Burma's dry zone no one would speak of anymore if it were not for Theravada Buddhism and the magnificent temples and pagodas.
Today’s dry and dusty plains of Pagan are despite a significantly increasing number of tourists still enveloped in a tomb-like silence. They are an impressive tribute to Buddhism, especially Theravada Buddhism but otherwise there is nothing that indicates that this was a powerful political and economic centre.
The present Pagan/Bagan is much different from the splendid place that is in Marco Polo's records written from 1295 to 1298 described with the following words: ".....one of the finest sights in the world" and “The two pyramidal towers entirely build of marble, ten paces in height…. One of these pyramids was covered with plates of gold an inch in thickness, so that nothing besides the gold was visible; and the other with a plate of silver, of the same thickness. ……. The whole formed a splendid object.”
In many of her features present-day Bagan is more like the Pagan that Sir James Scott under his writer name ‘Shway Yoe’ in 1882 (The Burman: His Life and Notions) described with the words:
”Pagan is in many respects the most remarkable religious city in the world. Jerusalem, Rome, Kieff (Kiev), Benares none of these can boast the multitude of temples and the lavishness of design and ornaments that make marvellous the deserted capital on the Irrawaddy."
Lifting the curtain of myth and legend and concerning ourselves with the history of Pagan will show that this story is not only one of glory, splendour and beauty. It is also a story of crimes; and here we do not speak of petty crimes. We speak of very, very serious crimes that include patricide, fratricide and murder committed to get to the top and stay at the top. Crimes committed to gain unlimited power and keep it and to amass unimaginable wealth. This is the dark side of the story about power and the Royal families of the Pagan era and post-pagan era.
Nowadays the plain of Burma’s deserted capital on the Ayeyawaddy is still densely dotted with pagodas, temples and other religious buildings what is left of them, respectively. The very buildings that bear silent witness to the religious spirit that pervaded the Kingdom of Pagan from 1044 A.D. to 1277 A.D.
Some 2.217 ‘payas’ of formerly some 13.000 are still giving valid testimony to Pagan’s ‘Golden Era’ when the city became known as ‘The City of Four Million Pagodas'.
Success is not an accident but rather the result of preparation, hard work, and perseverance. To achieve success, one must have a plan, dedicate themselves fully to their goals through focused effort and commitment, and continue striving towards their objectives even when faced with challenges or setbacks.
The document discusses key elements of successful startups. It emphasizes that people are the most important element, stating it three times. It also highlights the importance of early customers to validate the business model and market fit. Additionally, it stresses that careful cash management is essential in the early days as startups have fewer resources than competitors.
The document provides a summary of Agnieszka Samsel's qualifications for a position in manufacturing or business support. It includes her contact information, objective, education, experience in roles such as ERP Administrator and Accounts & Office Administrator, skills in software and languages, and training. Her experience spans roles in technical support, food and beverage, and automatic door installation and maintenance.
The document discusses the benefits of exercise for mental health. Regular physical activity can help reduce anxiety and depression and improve mood and cognitive function. Exercise causes chemical changes in the brain that may help protect against mental illness and improve symptoms.
This document introduces IgnitionOne's marketing technology platform that provides solutions for search, display, email, and website marketing. It highlights how IgnitionOne uses a single data store and proprietary scoring algorithm to power targeted, personalized campaigns across channels. The platform is said to increase key metrics like conversions, return on ad spend, and uplift for clients in industries like travel, retail and automotive. IgnitionOne seeks to expand its platform and services to digital marketers in Brazil, a rapidly growing market for digital advertising.
SearchLove London | Ade Lewis 'Becoming a Digital Super-Hero'Distilled
Whilst there are often big differences between working freelance, in-house or as part of an agency, we all face a common set of challenges: how to form lasting relationships with clients, how to learn from our successes, and how to handle things when they go wrong. Ade has actionable tips, tools and takeaways to help us all become digital superheroes.
Se presenta el concepto de Tercera Generación de Accesibilidad basado en arquitecturas de interoperabilidad univesal, que permiten la interacción eficiente de las personas con necesidades especiales y las diferentes tecnologías del entorno.
En DRT4ALL 2009.
This is my powerpoint which shows the history of hip hop and the artist which are associated with that sub genre. It also shows the imagery associated with Hip Hop. Lastly the Hip Hop artists that may feature in my Music Magazine.
From a concept to viable business — How do we know if we are building the rig...Marko Taipale
This document discusses building the right product by focusing on problem/solution fit, business model/market fit, hypothesis/experiment fit, and user needs/service fit. It emphasizes the importance of validating your concepts by talking to customers and measuring results rather than assuming you know requirements. The key steps outlined are drawing a business model canvas, stating hypotheses to test, and getting customer feedback through discovery and validation. Pivoting based on learnings is important rather than prematurely scaling execution without verifying the business model. Overall the message is to interface business, design and engineering to create successful businesses by making the business the driver.
This document lists various art classes for different ages, including beginning acrylic painting for adults, cosmic painting for ages 5-8, private watercolor lessons for ages 11 and 13, group painting classes for ages 5-14, and painting and drawing classes using materials like tempera, charcoal, pastels for ages 5-8, 9-12.
This document provides definitions and explanations of key marketing concepts including the marketing mix (7Ps), types of marketing, and marketing definitions. It discusses the marketing mix elements of product, price, place, promotion, people, process, and physical evidence. It provides details on different pricing strategies, types of marketing like mass, direct, and internet marketing. Overall, the document serves as a comprehensive overview of fundamental marketing principles.
This document provides information about Sally Parker-Boyd, an established London-based provider of business graphics services since 2000. It specializes in presentation production, template creation, and training. The company prides itself on its flexible approach and ability to tailor its process to client needs to ensure high quality results even under tight deadlines and confidential conditions. The team is described as young, dynamic, experienced and client-focused, and passionate about maximizing the impact of client presentations. An end-to-end solution is provided for presentation needs.
Marketing involves identifying customer needs, developing products to meet those needs, and communicating with customers about products using the 7Ps framework of Product, Price, Place, Promotion, People, Process, and Physical Evidence. Developing an effective marketing strategy requires understanding customers, competitors, and the market through research. A marketing strategy then plans objectives and targets using the 7Ps to satisfy customers profitably. The strategy must be collaborative, coordinated over time through regular review, and aligned with corporate goals.
Toyota is a popular vehicle manufacturer in Sri Lanka with over 75% market share. The document discusses Toyota's marketing mix strategies, including the 4Ps and 7Ps frameworks. It analyzes Toyota's product offerings, placement and distribution channels, pricing approaches, and promotional activities. Toyota aims to provide safe, efficient mobility through technological innovations like automated driving and connected vehicles. It seeks to contribute to societal progress through open innovation and partnership.
Presented by Cecilia E. Samson at PAARL’s National Summer Conference on the theme "Superior Practices and World Widening Services of Philippine Libraries", held at Dao District, Tagbilaran City, Bohol, 14-16 April 2010
Marketing involves identifying and satisfying customer needs profitably. It encompasses the 7Ps - product, price, place, promotion, people, process, and physical evidence. Developing an effective marketing strategy requires understanding customers and coordinating the 7Ps through a planning process. The strategy is then implemented through a specific action plan that is constantly revised based on ongoing research and progress.
The document discusses internal customer satisfaction in an organization. It notes that internal customer satisfaction is often neglected but is important for satisfying external customers. It then outlines the objectives, methodology, and limitations of conducting an internal customer satisfaction survey. Key findings include that employees are not fully aware of the internal customer concept and focus more on their department than the organization as a whole. Areas of inconsistency and a lack of communication between departments are identified as issues to address.
This document provides information about marketing. It defines marketing as identifying, satisfying, and retaining customers profitably. It discusses the marketing mix, also known as the 4Ps - product, price, place, promotion. It expands on this to the 7Ps by including people, processes, and physical evidence. Different types of marketing are described such as mass marketing, direct marketing, and internet marketing. Price is discussed as an important element of the marketing mix that generates revenue. Different pricing strategies like price skimming, penetration pricing, and psychological pricing are also summarized.
This document provides an overview of the Offer Bird business plan. Offer Bird aims to combine offline retail shops with an online platform to increase sales and customer bases for small businesses. It will allow customers to easily find products from nearby stores on a single app and platform. Small businesses can subscribe to Offer Bird's plans to get banner ads, website promotions, deals, and insights. The target customer segments are small businesses looking to increase sales and customers. Offer Bird will help small businesses access more customers, reduce marketing workload, and provide an online presence through subscription plans.
these slides gives depth knowledge regarding consumer behavior. Marketing manager and students of Marketing can increase their knowledge regarding this aspect.
The document discusses customer experience and engagement. It notes that customer experience is the sum of all interactions a customer has with a business from initial contact through termination of the relationship. It also discusses how digital channels enable businesses to engage customers in real time based on their actions and behaviors. Finally, it discusses how understanding customer value and engagement can help businesses develop strategies to migrate customers to higher value tiers through differentiation, upselling, cross-selling, and retention efforts.
More consumer data - but less insight? How to leverage consumer data and insi...Drthomasbrand Limited
This document summarizes a seminar on leveraging data insights to grow brands in the digital era. It discusses how consumers now generate vast amounts of data but many marketers fail to use this data effectively. While digital technologies create opportunities, they also leave many marketers uncomfortable and unsure how to adapt. The key is aligning marketing efforts with consumer needs, behaviors, and touchpoints across online and offline channels. With the right data framework and analytics, marketers can better understand customers and engage them with relevant messages at the right time. This level of personalized, real-time marketing can improve customer retention and lifetime value, driving greater business results and return on investment.
Managing customers for lifetime businessMoses Omondi
The document discusses customer relationship management and provides several models for understanding CRM. It outlines the IDIC model, Quality Competitiveness Index model, CRM Value Chain model, Payne's Five Forces model, Dasai conceptual model, Forrester model, and Maturity model for assessing CRM capabilities. It also provides a case study of a company, APEX Digital Imaging, that implemented Zoho CRM to better manage sales leads and saw improved lead generation and streamlined processes.
The document discusses several challenges faced by businesses using internet marketing:
1. Converting website visits and leads into actual sales is difficult without attracting and retaining customers.
2. Managing an online marketplace requires regularly updating the website, responding to customer feedback, and providing good customer service. This ongoing maintenance is costly.
3. Prioritizing time, energy, and money effectively is challenging to maximize results without incurring losses.
This document discusses customer relationship management (CRM). It defines CRM as a business process focused on building relationships, loyalty, and brand value through marketing strategies. The document outlines the evolution of CRM from a transactional focus to relationship marketing. It discusses frameworks for implementing CRM, including creating a customer database, analyzing customers, selecting targets, and implementing relationship marketing programs. Case studies of Volkswagen India and Sheraton Suites hotels demonstrate successful CRM practices like targeted digital campaigns, loyalty programs, and emphasis on customer service.
This document discusses customer relationship marketing (CRM). It defines CRM as a business process that builds relationships, loyalty and brand value through marketing strategies. CRM helps businesses develop long-term relationships with new and existing customers while streamlining performance. The document outlines the evolution of CRM from a focus on transactions to relationships. It discusses frameworks for segmenting and targeting customers, as well as relationship marketing strategies like customizing relationships, service augmentation, and internal marketing.
Unit 2 focuses on key CRM concepts like cross-selling, up-selling, customer retention, personalization, and data management. It discusses CRM applications in marketing, customer service, and data analysis. Customer relationship management aims to understand customer needs and provide personalized experiences through tools like collaborative filtering, clickstream analysis, and different types of data collection and analysis.
CRM involves collecting customer data to understand customers and enhance their value. It has several key aspects:
1) Acquire and retain customers by delivering value, maintaining interactions, and adapting to customer changes.
2) Understand customers through analysis and interactions to identify valuable segments and their needs.
3) Develop products, services, and channels based on customer segments to customize offerings.
4) Interact and deliver value across all parts of the organization based on customer information and needs.
The CMO and Marketing's Role in the Customer ExperienceJames O'Gara
The customer experience has become the competitive battleground for business. By delivering a consistent, memorable experience, companies can create a competitive advantage that increases customer engagement, conversion, loyalty and advocacy.
Today, almost everyone in a company plays a role in the customer experience — from HR to finance, operations, sales, marketing, customer service, even general employee connections and interactions. As a result, ownership and management of the entire customer experience has been elusive. That is rapidly changing. Over the next three-to-five years, 75 percent of marketers say they will be responsible for the end-to-end customer experience.
This series will provide CMOs and business executives with a deeper understanding of the strategies and tactics required to deliver a superior end-to-end customer experience. This is the first of 10 executive education sessions.
The CMO and Marketing's Role in the Customer Experience
What Makes a Brand
1. WHAT MAKES A BRAND IN CEMENT INDUSTRY
(Customer Perception on Quality Parameters)
1. Technical:-
All customerswant“higherstrength”asqualityincement- bothinurban& rural areasrespectively.
While inrural areas the customercouldjudge the quality withrespecttothe price of cement;i.e.
higherthe price,betterthe qualityorhighestthe price bestisthe quality. If abrandis properly
placedinthe rural marketprice becomesasecondaryfactor.The basicpsychologywhichworksin
rural marketis the customersgenerallyhasnoextramoneytotake up maintenance workrelatedto
the usage of cement.Theytendtobuycementonce for all.Itis because of thisreasonthat theylook
for higherstrengthincementwhichsuffice theirobjective andtheywouldnotmindforpayingcost.
The Urban consumershoweverare lookingfor ‘strength’aswell as ‘cost’.Buttheygenerallygofirst
for price andthendemand‘higherstrength’ aswell.Theytempttobargainmore onprice once they
perceive thatthe brand qualityisaverage. A companyfindsverydifficulttomanage the situation
and getsboggeddowncompromisingonprice. Thissubsequentlybecomesa‘benchmark’forthe
brand as ‘cheaperbrandwithaverage quality’.
Thus, it is essential toknow the buyingbehaviour of our customers. Do we really know our
customers?Do we know why theybuy from us? Do we know who else theybuy from? And why?
It isimportantto meet the customersona regularand on confidential basis- meetthem,swap
stories,anddevelopanappreciationastohow ourproduct getused. It isbetterif our ownback
room function visitingpeople;anditisstill betterthatplantpeople from‘qualitycontrol’ visit
customersandsee howtheireffortsonqualityparametersworkingasa perceptionamong
customers.
Justas a heartin a humanbodyif fails,the bodyfails;similarly,inaconcrete structure like- column,
beam,and slabif itfails;the concrete structure fallstothe groundtoo. A companymaintaininghigh
qualitystandardsmusttherefore boldlypositionitscementbrandinsimilar ‘foundationuse’.The
advertisements,promotions,word-of-mouthpublicity- all toensure thatthe brandisprimarilyused
inthese parts of a structure.Thiswill helpnotonlyearningabrand reputationbutalsopositioning
“premiumpricing”overaperiodof time.The service engineersshouldinitiatethisconceptof brand
usage and keeparecord of customerswhohave usedthe brand inthese ‘foundationstructures’.
2. Sell on Quality- Not Price:-
We can buyour customersbycuttingour price,but we won’tkeepthem.Certainly,the customers
like the lowerprice.The problemistheylike itsomuchthat our competitorsare forcedtomatch our
price to buyback the customerstheylost.The final resultof aprice war isthat we endup withabout
the same numberof customers,butcharging thema lowerprice.
“Cuttingthe price is like standing up at a football game. We are betteroff, until the othersdo it,
and then everybodyisworse off.”
Qualityisthusthe onlyreliable waytowincustomers.More customerswe earn,byhigherquality
we keep.
2. 3. Employee Behaviour:-
It issaid thatcompany’ssalesteamare the façade’ of any company.Theirbehaviourinthe market
reflectscompany’simage. Asacompanyputsinits all effortstopromote a brandthrough
advertisementsand otheractivitiestocreate an“image”and spendscroresof rupees;salespersons
throughtheirpersonal effortscreates“value”inabrand. Theymusttherefore be trained asto what
& how to talkto a customer, whatnot theyshouldtalk, whatistheirlimitorempowermentwhereby
theycan extendcommitmentsonbehalf of company,theyshouldbe aware of company’smarket
relatedandcommercial policies. People inthe organizationare joiningfromdifferentcultures.The
managementhastoensure that theygetpropermentoringonall policyrelatedissuesincludingtheir
leave andtravel rules.Theymustalsobe briefedaboutprosandconsof theirbehaviourinthe
market.
Throughmy experience incementbusiness,Iobservedthatmostof the salespersonnel develop
some level of intimacywiththeirnetwork.They temptgointothisina more personal wayand may
talkabout badof the company’srigidattitude,policies,and theyfurthergo tothe extenttoeven
talkbad abouttheirsuperiors,abouttheirlow salaries,andsoon.A dealerenjoyssuchtalks.They
not onlyenjoybutalsotalksame at marketplace and the brand thusget ‘de-famed’.Suchactivities
normallygoesunnoticedathigher-ups.The immediate superiororthe next; mostof the time
ignoresthe incidences because he toocouldbe sailinginsame boat.Thishoweverisamatter of
personal maturityandattitude.This if notcheckedorcontrolled,itisboundto bringbad name to
the organizationandso to the brandimage.We must know that isthe salespeople whocan‘make
or break’the brand. Merelyby aggressive corporate salesactivitiesthe brandsare notmade.It isthe
grass root level personnel’ withwhose supportthe brandwill be inmaking. Itthe corporate level
effortsandthe grass root level supporttogetherwill create wondersinestablishinga‘brandvalue’.
It isthe corporate and regional atmosphere thatmakesasalesteammotivated. The middle orderis
mainlyresponsibleforthe situationandtheymustalsobe ‘trainers’andnotmerely‘managers’.
There are “go-getters’,andself-motivatorsatgrass-rootlevelswho cantake the lead. But
simultaneously,there are dis-engagedsalespersonnelwhomustbe identified,motivatedand
trainedwithoutdelay. Atthe end,the entire teamshouldbe gearedtotake up‘live-wire’sales
operationsandmusttalkhighabout the brand,policiesandsystemsandsoinfuse “value”toa
brand. An organisationcandevelopvarious modules ata grass rootlevels dependinguponitsneed.
4. Serviceability:-
Thisis equallyanimportantfactorforany organization. The speedof productdelivery,billsreaching
well ontime,reconciliationsdone atregularandon monthlyintervalsmakesall ourbusiness
associateshappy.Italsoprovidesahighlevel of commercial transparencyandaddedvalue tothe
brand if the systemsworkson‘automode’.
The serviceabilityof productdeliveriesandservice aftersales’are the mostimportantaspectwhich
can create customerdelight.Complaintmanagement here, playsacrucial role. We cannot please
everyone all of the time,inevitablysomeof the typesorgardesof cementwe sell maybe “lemons”
or, at leastthe customerwill thinktheyare.Whenthathappens,we shouldnotargue ormake
excuses- insteadwe shouldlisten,apologise,andrectifymistake. ‘Acustomer complaint rudely
dismissedor ignoredisa customer lostfor life’- andit doesnot stop there.One customer will
complainto hisfriends,they complainto theirs,and on it goes.Complaints’are eventhe best
3. source of productimprovementideas.Continuousimprovementsovercomplaintswillendupwitha
much betterproductandhence- ‘the brand’.
The speedofcommunication- on prices, onschemes,ondeliveries, onaccountsmatters,all playsa
veryvital role inindustry.Forexample,speedof communicationsonpricesandschemestoa fleetof
1200 retail countersdirectlyinacouple of hoursby the salesteamplaysa veryimportantrole.Itnot
onlybringsconfidence amongthe retail countersbutalsohighlevel of transparencywiththe
network.Suchapproachmakesa brand ‘aggressive’,andanaggressive approachgivesthe
‘competitiveedge’.Thisalsomeanthatthe brandgets “parkedindifferentslot”and getsidentified
and recognizedata marketplace. There are howevermanymodelswhichthe teamshould
themselvescreate anddevelop ata marketplace.
5. BusinessRelationshipManagement:-
Everyrelationship,andeveryinteractionwithinit,contributestoreputation.Reputationmitigates
riskand reducesfrictionwithinbusinessprocesses.Concernforreputationincentivizesgood
behavior.Absenceof trustwill cause abusinessrelationship tofail.Trustincreasesefficiencyand
enablesconflictresolution. The relationshipisafoundationof ‘trust’asa ‘traditional core concept’
of anyorganization.Thiswouldyieldcontinuousresultsinlongrun.
The BRM model shouldalsodefine the boundariesof businessrelationshipswithinthe larger
continuumof interpersonal relationships.Inadditiontogovernance issues,the modelshould
examine if there are optimal levelsof personalconnection,andwhether theydifferbytype,role,or
otherattribute. Itis advisable tocreate andassociate cultural valuestoabrand-value. There are
variousmodulesincementindustriesbywayof activitieswhichimpressesnetworkandestablishes
relationships.
6. Employee SkillsDevelopment:-
The skills development strategy is more likely to be successful if a company employees’
understand and support it. One may set the stage for a positive response by:
Communicating with the employees about why we are creating a skills development
program
Asking our employees about the knowledge and skills they need to do their jobs and
how they prefer to receive that training
Ensuring that the program is based on learning principles, including:
o actively involving participants
o connecting learning to relevant life experiences and knowledge
o using a variety of learning styles
o ensuring employees that learning is goal oriented.
o discuss success stories at regular intervals.
With effective skills development strategies in place, a company will be better able to meet a
range of business challenges from employee shortages to employee retention. Skills
development will help an organization generate the kind of performance that will carry the
business—and the employees—forward with confidence.
4. Training may sound expensive, but turnover can be devastating. Recruiting, hiring and
training one new employee can cost us between 70 and 200% of that person’s annual salary!
With this in mind, let us take a look at the following six great ways to develop employees.
Six great ways to employee development
1. Training
o A well-designed training program that maximizes learning before, during and
after instruction translates into positive, lasting changes on the job.
o Effective programs can include orientation, on-the-job training and classroom
instruction.
o Internet-based learning is an increasingly attractive option that allows
employees to learn at their own pace and on their own schedule (on weekends
or evenings) with access to the material at any time.
2. Self-directed learning
o This approach puts individual employees in control of their own learning,
allowing for personal differences in learning styles and encouraging
ownership of the learning process.
o When using this approach, many employers work with employees to develop a
learning contract or personal development plan. The contract or plan, which is
signed by both parties, outlines clear learning goals.
3. Coaching and mentoring
o Demonstrated benefits of these approaches include improved quality and
quantity of work, transfer of learning and, for employees, improved
communication and problem-solving skills.
o Effective coaching and mentoring programs depend on the skills and
personality of the mentor or coach, adequate time for coaching and mentoring
sessions and established timelines and goals.
4. Employee promotion
o Promoting someone to a position of greater responsibility is a traditional way
of rewarding good performance, developing employee skills and retaining
valued employees.
o Effective promotion involves careful consideration of many details, including
identifying gaps in skills and experience and providing support through
training, coaching or mentoring.
5. Job enrichment
o Job enrichment increases the employee’s authority or responsibility within
their current position. Examples include committee work, special assignments
or serving on cross-functional teams.
o This approach increases interest and motivation by allowing employees to try
new skills, build new relationships and explore new areas of specialization.
6. Job rotation and cross-training
o Job rotation moves an employee through one or more different positions. The
rotation can last several hours, several months or even a year or two. Cross-
training is a specific type of job rotation where an employee learns the skills of
a different position.
5. These approaches can effectively add diversity and interest, prepare individuals for
promotion, rejuvenate work units and improve communication. Need of such training module
is must especially for the middle order and more so at a lower level employees. An
organisation should not hire any outsider; but identify its own middle order to train people
down the line.
As volume pressure in cement industry is high- all the time, the senior management must
look into the leadership roles of its middle order management. Most of us will agree that
middle order ‘managers’ only understand ‘what to do’; they mostly fail to move ahead
leading the team- ‘how to do it’ and they adopt ‘invisible’ short cut methods to push volumes.
“Train the Trainers” could be an effective tool for the middle order management.
7. Understanding a ‘Business Cycle’:
It is very important to understand a business-cycle by all functions- especially in cement
industry, functions like production, logistics, accounts, marketing and sales should
understand its relativity.
It is widely understood that whatever is planned (at the top) has to be produced. Whatever is
produced, has to be marketed. Whatever is marketed, has to be dispatched (logistics), What-
so-ever are dispatched has to be sold (sales), whatever is sold, money has to be recovered.
Whatever payment is received, has to be reconciled (sales/accounts). And this makes a
perfect ‘business cycle’.
All the functions in the subject therefore acts as “spokes of a bike” who bears the load on a
wheel. Just like- if a single ‘spoke’ loosens the wheel-rim loose its shape and cannot take the
load and will be dis-balanced and if yet another spoke loosens the wheel movement further
would deteriorate. It is important for the ‘spokes’ of the wheel-rim to be always in its
originality and then only it would move perfectly. The speed of the wheel therefore becomes
relatively important with respect to operational efficiencies of these functions. Marketing or
sales cannot alone take the entire load of such organizational “wheel movement”.
As ‘Sales’ is directly exposed to a “customer” the back-room functions must be efficient with
their mind-set of putting best efforts and smooth functional support to the sales-team. This is
an essential ingredient to firmly establish a brand at a market place.
8. Promoting Ethical Business:
This is one of the vital factors to place a brand at a desired position. Although, all companies
attempts to produce ethical business, too little efforts are being made for ‘checks and
balances’. An organisation needs to have a patience to develop an effective mechanism. The
pressure on volumes may promote unethical means- for example; Freight adjustments, non-
trade into trade movement etc.
The short-cuts methods comes into offing due to this reasons. The selection criteria at the
middle order must be revisited as this is where and how the grass-root team is “shaped”. The
senior management however must ensure ‘right person is placed at a right location’ and that
they should only generate pressure on sales up to a desired level by understanding and
6. visualizing difficulties at a middle order & at grass-root levels. It also depends upon the
objective of developing markets towards ‘pull-sales’ rather than a ‘push-sales’.
The above eight golden rules are neither difficult nor complicated. Still, they are rarely
followed. In fact, too much attention is devoted on costs and other revenue issues in the
industry today; while too little is done to strengthen the ‘fundamentals’ of business
generation with a speedier, effective, and efficient operational strategies at the grass-root
levels.
A Quality is producedneverby an Accident- It is always the resultof High Intention;Sincere &
Hard Efforts,IntelligentDirection,and Skillful Execution.
Author- Raghavendra Verma
(By his experience incementindustry)