BUILDING A BRAND THROUGH A QUALITY CUSTOMER EXPERIENCEDaniel Morgan 6044033

Overview Centre for Men Australia background Knowing your customers Understanding the market What is value, customer satisfaction,

quality and customer loyalty. Employee management

Centre For Men Australia Not-for profit. Does not receive any government

funding. Provides individual, couple and family

counselling. Telephone and Skype also. Run men's group and bush retreat days.

Knowing Your Customers The buying process:I. Before purchaseII. The service itselfIII. After purchase

Understanding The Market Research the market. Divide up the potential market. Where does the charity fit?. Create something unique. Make CFMA stand out in the crowd

What Is Value? Customer-perceived value. Service in exchange for money. Value vs. price. Value = benefits/cost

How Can CFMA Get A Competitive Advantage? Providing quality counselling and bush

retreats. Value for money. Customer satisfied with services provided. Returning customers and loyalty. Be a charity but still make money.

Why Employees Matter Great employees mean great service. Maintaining high service levels is

important. Employees are the business.

Conclusion We don't just have to meet the customer

needs, we MUST exceed there expectations.

Build a trustworthy brand by giving the customer the best service possible.

The service has to have value.