Consumer is the king

Presented by – Kripi SinghEnrollment No. -01820304010

Business CommunicationSpecialization in Corporate

communication Master of Mass Communication

“There is only one valid definition of business purpose-

to create a customer”

Peter Drucker

Creating Customer

“Selling goods that don’t come back to customers that do” - anon

Customer satisfaction

Customer is King

Customer satisfaction has to be the main criterion of any business or authority

The customer is the most important asset of any enterprise

Like colleagues they must beINFORMED ENGAGED EMPOWERED

People•Customers are people•Companies are people•Therefore relationships can be developed around:

•Experience•Knowledge•Availability•Delivery of after sales service•Other users’ opinions

Test your product or service, from a customer’s perspective!

Customers need it to “work”

A product has 5 characteristics or potentials:

1: Design2: Performance3: Reliability4: Maintainability5: Delivery

Each can satisfy or frustrate a customer

Check that your product/service does the job!

Market place

Customers form a market that needs to be understood

• Fact finding Research• Product demand Forecasting• Anticipate change Development of

product• Stimulate demand Evaluate

How much? BudgetingWhat Price? Pricing Policy

• Selling goods Sales management

• Persuasive communication Advertising

Identify priorities and concentrate on perceived weaknesses.

Customers want Innovation

Making some products at lower prices.

Making new and better products.

Creating and satisfying a new customer need.

Finding new uses for old products.

Customers need Communication

The actual performance of a product is its most powerful communication

Word of mouth from users is key

The advert or launch is a promise, the product delivers it

Promise must have consistency with actual delivery

Customers want Quality

Tough times mean durable, reliable and energy efficient products are sought out by consumers

Branding suggests, but does not guarantee quality

Poor quality.... Costs time Costs money Lost orders Lost customers

Added value satisfies customers

Product:•Bigger•Simpler•More compact•More reliable•More convenient•More durable•Easier to maintain Delivery:

•Quicker•More Frequent

Service:•Friendlier•More imaginative

Literature:•More informative•Better written•More visual

Customer Satisfaction Understand your market Know your customer

InvolveEngage Empower

It is the quality and “fit for purpose” of the product/service, that you provide that satisfies

customers, and solves their problems

Thank you