I believe that both Lean and Six Sigma will be useful for BBM in completing their Project of improving customer satisfaction index and reducing overall customer wait time. BBM can use the Lean approach by understanding their existing processes and looking for ways to eliminate waste. Waste should be viewed from the customer’s perspective and defined as any action in the current processes that the customer would not be willing to pay for. A key component in the Lean approach is to determine what matters to the customer. Some potential examples of waste in the BBM case are: (1) Using both sales associates and mobile phone specialists in the Customer Engagement Process, (2) Time associated with entering customer information into the system and time to validate and process entered information, (3) Cost associated with holding accessory inventory or lead-time associated with ordering accessories not available upon request.
* Pricing – selecting the best possible price to sell the product. * Promotion – ways for communicating information about the product. * Placement – a place or location to distribute the product to the customers. * The SWOT analysis – strengths, weaknesses, opportunities and threats and what is means to a company and their marketing team. * The demographics and psychographics of customers in marketing.
Thus, marketing does not create needs and wants; these pre-exist. Marketing acts to influence wants, by pointing out how a good or service may fulfill a desire. Customers have needs and marketing identifies those needs, and then defines product and/or service characteristics that satisfy some or all of those needs. Then, marketing communicates the product features and benefits to the customers in such a way that they can realize how the product and/or service satisfy their needs and they select and purchase that product. There is also the situation where consumers know what they want, it is just a matter of articulating it.
Market research is required to truly finding out what consumers interest are. This research is important to learn what consumers like, want, and need instead of guessing this important factor. There are Primary and Secondary methods that are used in marketing research. Secondary research is material that has previously been collected by others. Primary research is material that the marketer gathers by using different systems and practices to learn more about consumers and customers.
The theory states that a person has various cognitive elements of knowledge, environment, attitudes, opinions and past behavior (Kuan, Bock & Lee, 2007). When an individual holds conflicting thoughts of a belief or an attitude, cognitive dissonance will occur (Bose & Sarker, 2012) Research of Hasan (2012) shows that consumer’s dissonance toward the store is attained from consumption experiences, which directly influence consumer satisfaction level Once dissonance occurs, individuals will try to make a balance in their cognition to reduce dissonance. When Consumers have high cognitive dissonance, they will respond to difficulties to give a good evaluation towards the store, feel dissatisfaction and uncomfortable feeling with their decision (Lee & Li, 2013). Marketers may develop an informative and persuasive advertisement to present the store image to the customers so that it brings changes to their attitudes by influencing their cognition (Sharma, 2012). Champion Verdi marketers should provide additional information and suggestion of shoe care support for existing consumer.
Once Stein and Bodello establish specific roles in the organization, the morale, productivity, and efficiency of the organization will increase. The expected positive result to this solution is employees of Stein and Bodello will have a better understanding of what role they play and how it aligns with the organizations goals. Employees will not feel left out of a decision made by top management when ideas and objectives of the organization are presented. Stein and Bodello should set time with the line managers to explain they are responsible in getting with their staff to communicate and agree on key result areas, define what the role holder needs to know, and be able to do and ensure that there is mutual understanding (Armstrong 2006 p 50). Also, explaining how their roles align with the organization’s objectives and goals.
It involves training for product knowledge, and developing brand awareness. *Meet customer needs and satisfy them. Need customer feedback, trends, sales patterns and demographics. Customers’ data and buying power. Price *Improve competitiveness in pricing with a totally different strategy or approach than competitors.
Customers will choose to buy a product that they believe offers them the most value, this perception of value leads to created expectations. The consumers assessment of the value they receive from a purchased product will influence their satisfaction and repurchase behaviour. A company can influence a customers perceived value by strengthening or augmenting the product offer with services, personnel and image benefits. By having a customer-centred approach, a company will achieve higher customer satisfaction through adding more value to the core product. A satisfied customer is more likely to repurchase, and also create new
This is, for the most part, what motivates a person to purchase products or services. Through the discussion of these components, I will exemplify how now my personal consumer behavior has changed. Internal Influences are “the things that go on inside of the mind and heart of the consumer” (Babin & Harris, 2011). These influences occur every time a consumer thinks about fulfilling a need. It considers what factors are involved with the need, how they will feel about the need, and what value will be given once it is acquired.
Enabling business to reduce cash-to-cash cycle time. Improve customer experience by giving more traction on product lead time leading to higher customer satisfaction. Additionally, ERP improves managing customer information to meet customer requirements and delivery promises. ERP system also provides the ability