Total brand immersion - differentiated omnichannel customer experience by Rose Cameron
Building A Brand Through A Quality Customer Experience
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BUILDING A BRAND THROUGH A QUALITY CUSTOMER EXPERIENCE Daniel Morgan 6044033
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Transcript of Building A Brand Through A Quality Customer Experience
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.
