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Think like a customerThink like a customer

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The purpose of business is toThe purpose of business is to.create customers Customers.create customers Customers

.create profits Business.create profits Businesssurvives only on itssurvives only on its.customers.customers

PETERPETERDRUCHERDRUCHER

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Why customers quit Why customers quit9% leave because of the competition

14% are dissatisfied with the product

68% they had left because they were notvalued

3% move away from locality

6% some other factor

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Why do people shopWhy

do people shop

.1 Personal motive Role playing

Diversion

-Self gratification

Learning about newtrend

Physical activity

Sensory stimulation

.2 Social motive Social experience

outside home

Peer group attraction

Status and authority Pleasure bargaining

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-Factor affecting consumer decision-Factor affecting

consumer decisionmakingmaking

.1 Demographicfactors

Gender

Age

OccupationEducation

Family size

Income

.2 psychologicalfactors

Motives

Perception

LearningAttitude

Personality

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..Cont..Cont

.3 Environmentalfactor

Physical

Social

.4 Life style Activities and

interests

Nature of occupation

Availability ofleisure

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Influence of situationalInfluence of situational

variable on shopping behaviorvariable on shopping behavior.1 Physical setting

.2 Social setting

.3 Temporal perspective

.4 Task definition

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Customer profile and analysisCustomer profile and analysis

when do customer like to shop?

how do customer like to pay?

What quantity of merchandise do customerusually prefer?

What type of store has the maximum appeal formy customers?

Who does most of the buying in the homes ofmy customers?

What is the income level of my averagecustomer?

What is the age profile of my averagecustomer?

What is major change has my customer made in

the last two year?

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We need to know what cause We need to know what cause

customers dissatisfycustomers dissatisfy.1 By phone

.2 By letter

.3 Face to Face

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Complaints about phone contactComplaints about phone contactwith a businesswith a business

.1 The number is constantly engaged

.2 -Phone system with computerized push buttontechnology

.3 ,Being placed on hold no one getting back to you

.4 Being transferred without receiving satisfaction

.5 Not knowing the identity of the person taking thecall

.6 A rude manner on the telephone

.7 Being transferred to the wrong department

.8 Employee cannot give information

.9 No solution given to a complaint

.10 Music and advertisements played while thecustomer wait

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Complaint when customer makeComplaint when customer makecontact in writingcontact in writing

.1 Not receiving a prompt answer

.2 Names spelt incorrectly

.3 Letter wrongly addressed

.4 Information not easy to understand

.5 Solution not provide for a complaint

.6 No clear indication of who has written theletter

.7 The letter is rude or threatening

.8 The customer is not appreciated

.9 The customer s business is not valued

.10

.11

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- -Complaints about face to face- -Complaints about face to face

contact with a businesscontact with a business.1 No one to serve the customer

.2 The customer is ignored while staff workor talk

.3 Staff talk to other when serving acustomer

.4 Staff show no interest in the customer

.5 No help or alternative are offered

.6 Not enough information given

.7 Managers seem unwilling to serve customers

.8

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Creating customer satisfactionCreating customer satisfaction.1 Top management think the problem belongsto other

.2 Many think customer service is aboutsmiling nicely

.3 Staff must have the support of management

.4 Dealing with customers

.5 Customers want reliability

.6 Customer want to enjoy doing business.7 Customer want to do business withtrustworthy people

.8 Communicating with your customers

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Some company who think aboutSome company who think abouttheir customertheir customer

Deloitte

Target corporation

McDonald

Kingfisher Oberoi hotel

Metersbonwe Group

Le Lis blanc Deux

Galeria Melissa

Caro Cure

Tsum

Big bazar etc

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So please think likeSo please think likecustomercustomer

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