Lecture 1 Marketing: the art and science of finding‚ retaining and growing profitable customers Task to provide real customer value to targeted customers‚ motivate purchase and fulfil consumers needs. P’s: product‚ price‚ place‚ promotion‚ people. Process‚ physical evidence 4 characteristics of services: Intangibility: services can not be seen‚ tasted‚ heard or smelled before purchase Inseparability: services cannot be splitten from their providers (taxi driver drives you) Variability:
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Customer service 1 © NSW DET 2008 Topic 1 - Customer service 2 © NSW DET 2008 Introduction It may seem strange that you are studying an area that you already know so much about—customer service. Whether we realise it or not‚ we always judge organisations that we come in contact with and so we already have quite a good understanding of a customer’s perspective. In this module we will put this understanding into a structured model‚ so it can contribute to developing organisational
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Chartered Institute of Marketing (CIM) The management process of anticipating‚ identifying and satisfying customer requirements profitably CIM refers to requirements CIM definition discusses anticipating/identifying needs. CIM presupposes that marketing is a process with a profit motive‚ although it does not explicitly state whether or not this is for financial profit‚ eg could be gain in society‚ as in the case of charity. The American Marketing Association (AMA) Marketing is the activity‚ set
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slow down‚ in spite of exorbitant prices. * La Guinguette’s location is a natural place to try‚ as does its setting on the lagoon. Target Market Tourists Alternate Solutions and Analyses Hire English speaking servers and bartenders (services). This breaks the language barrier dissatisfaction. Another solution to this would be for his children‚ David and Diane‚ to learn English‚ but that process may take a long time. Pros: ・Smooth communication between servers/bartenders and customers
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Question 6 Page 21 - 23 Bibliography Page 24 -25 Question 1: Describe the information systems at Discovery Health In today’s business world the availability of technology has enabled businesses to offer a variety of services which has made Information Technology a vital part of today’s business. Information System contains an input‚ processing‚ feedback and output‚ it is a combination of people‚ hardware‚ software‚ communication devices‚ network and data resources that
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Field Experience: Charles H. Wright Museum of African American History | Elena GrifforAugust 16‚ 2013 | | | Field Experience Charles H. Wright Museum of African American History For my field experience‚ I chose to attend the Charles H. Wright Museum of African American History‚ located in Detroit‚ Michigan. Dr. Charles Wright was an obstetrician and gynecologist that believed in creating and developing an institution to preserve Black history. He envisioned this after visiting and
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Setting Product Strategy GENERAL CONCEPT QUESTIONS Multiple Choice 1. Marketing planning begins with the formulation of an offering to ________ target customers’ needs or wants. a. undermine b. meet c. capture d. compete with e. comprehend Answer: b Page: 318 Difficulty: Easy AACSB: Reflective Thinking 2. The customer will judge the offering by three basis elements: ________‚ services mix and quality‚ and price. a. performance b. salespeople c. price
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Question One: Detail the methods and procedures that might be used by an organisation to communicate with customers to identify and agree on product/ service specifications. It is crucial to be aware that customer expectations and needs will change from time to time and will be affected by market trends‚ fashions and changes in external environments. This means the business plans need to be adapted to changing needs of customers and is important that organisations communicate with its customers
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Unilever in Viet Nam. The success of the Omo in the Vietnamese market is a convincing evidence for Unilever’s strategy to expand the market as well as bring its brand closer to consumers. When identifying Unilever’s success‚ I want mention about marketing strategy which is one of the important factors making the success of Unilever as now. II. Identify and discuss each of
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[pic] MARKETING ASSIGNMENT 1 Group name: Felipe Ovalhe Bueno- Student ID: 2013204 Paula Andia- Student ID:2013211 Priscila Miyamoto-Student ID: Talumba Rashid-Student ID:2013328 Table of Report: Introduction
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