Customer Satisfaction Essay

2315 Words10 Pages
1. Discuss the company’s advertising strategy and how it aligns with its marketing goals. 2. Determine how the effectiveness of the advertising will be measured. 3. Explain the different promotional strategies that may be used in addition to advertising. 4. Determine the best marketing research approach to measure customer satisfaction with your company’s product/service. 5. Decide how gaps in customer expectations and experiences will be addressed 6. Support your marketing plan with at least two (2) reference sources that discuss the nature of the assignment.\ Think about the last time you were dissatisfied as a customer. What was the cause of your dissatisfaction? What systems should that company put into place so that that error doesn’t happen to another customer? What possible negative consequences would this change have on the company? The last time I was dissatisfied as a customer I bought a fax machine from a local electronic store. Apart from delivering quality products it is equally important for the stores to provide excellent after-sales service. My fax machine stopped sending faxes within 24 hours after purchasing it. When I called the store they gave me an 800 number to call. I called the customer support telephone number provided for assistance and received another number to call. In fact, everyone I spoke to referred me to someone else who was unable to help me. Finally, I had to get the store directly involved to get someone at customer service to help me. The manufacturer should have a qualified staff available to provide customers with assistance relative customer problems. The negative consequence of not having a qualified customer support staff is it results in negative feelings towards the manufacturer as well as the store where the purchase was made. Greetings Sean! Great post! I agree with your assertion

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