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Posts Tagged ‘customer’

Like the previous article about loyalty, then this section of the article is actually a continuation of the measurement of loyalty. According to Aaker there are several approaches to measuring customer loyalty, such as: behavior measures, switching costs, measuring satisfaction, liking of the brand and the commitment:

1. Behavior measures
It is a direct way to measure loyalty primarily to the behavior that is because the custom is to consider the purchase is actually made (actual purchase pattern).

There are 3 ways of measuring yyang behavior can be used as follows:
a. Repurchase rates are measured against the percentage of consumer purchases of the same brand at next purchase.
b. Percent of purchase ie pegukuran to purchase brands that have been purchased as compared to other brands of a certain number of purchases last.
c. Number of brands purchased the measurement of the percentage of consumers are using one brand, two or more brands. Read the rest of this entry »

The existence of the various products offered by a company to provide an alternative to selecting products and consumers decide on which companies will become customers. This situation led to the emergence of sharp competition between firms, in order to successfully face the competition, the concept of consumer-oriented marketing (consumer oriented) become important and companies should pay attention and understand consumer behavior in deciding the purchase of the product.

By understanding the personal characteristics of consumers, segmentation can be done with a view of every aspect of the consumer. For example, a lifestyle, an integrated understanding of various aspects of consumer marketing makes it easy to act effectively in its marketing policy.

Hair and lifestyle according to McDaniel is a way of life, which was identified through one’s activities, interests and opinions of a person. Assessment of lifestyle can be done by analyzing psychografi. Psychografi an analytical technique to determine the lifestyle of consumers so that they can be grouped according to lifestyle characteristics. According Kasali lifestyle reflects how a person spends time and money are expressed in activities, interests and opinions.

Lifestyle approach tends to classify consumers based on variables Activity, Interest, Opinion, namely activity, interest (interest), and opinions (views). According to certain attitudes held Setiadi consumer against a certain object can reflect his lifestyle. Person’s lifestyle can also be seen from what is liked, or opinions on specific objects.

Lifestyle is just one way of classifying consumer psychographics. Lifestyle in principle is how one spends time and money. There are people who like to seek solace with his friends, there are solitary, some are traveling with family, shopping, performing a dynamic activity, and some are having free time and extra money for socio-religious activities. Kasali stated that affect the behavior of one’s lifestyle, and ultimately determine one’s consumption choices.

Similarly, according to Mowen and Minor, which states that it is important for marketers to perform market segmentation by identifying lifestyle through a pattern of consistent product purchasing behavior, time use consumer, and involvement in various activities. Mowen and Minor confirmed that lifestyle refers to how people live, how they spend their money, and how they allocate their time. This was assessed by asking consumers about the activities, interests, and their opinions, lifestyles associated with real action and consumer purchases made.

More and more companies today provide service 24 hours to facilitate customers in accessing the company. Starting from the banking business, hotels, hospitals, insurance, and other businesses to the community services such as information 108, the complaint telephones, highways, and others.

24-hour service is one manifestation of concern for the company to its customers to provide satisfaction and comfort for the customers so that at any time customers can contact the company, not just limited to business hours only. Generally the services provided in the form of call center called the hotline 24 hours or 24-hour customer care.
But the service is expected to ease this customer, still sounding complaints such as services that long-winded, authomatic menu mechinenya convoluted, long queues and should be repeated many times, the lack of customer service answered the phone.

To enhance this service 24 hours a need for service standards that must be considered include for example: Read the rest of this entry »

Customers have many choices in deciding where restaurants, shopping mall or coffee shop that would be visited. There are various factors that are considered by customers before they dropped the option, it can be determined by various things such as atmosphere, quality product, quality of service and / or hygiene factors (cleanliness) or in other words it is not difficult for customers to compare quality, service and cleanliness among the one with the other before finally dropping his choice.

To support this very important role of managers with their employees should be able to realize the main task of service with the same thinking that is ONE MIND, ONE HEART, ONE GOAL to provide satisfying service to guests for the guest to come back.

Managers and employees should really be thinking about how to make the customer be satisfied with everything on restaurants, shopping or coffee shop where we work. One thing to note and very important is the “VISITOR TO PAY SALARIES ARE WE” even if there’s a lot of us have heard the term “GUEST IS KING” and it is very true because if there were no guests the places we work will not be possible any income, because That’s when the guest is not satisfied by the results of our work so we can be sure guests will not be back again to where we promote our place especially to his friends. Read the rest of this entry »

The situation is now placed as excellent service and competitiveness of its own. Services must be able to answer what is perceived by customers than what the customers think because the service is all the actions and reactions received by the customer for goods or services they buy.

A friend told me about a flight that long distances. The flight was to give their child a toy during a flight distance and not only that but pramugarinya take photos every children in the plane, then put the photo in a frame that is written the name of airline, flight route, the name of the pilot and crew names are on duty and before the aircraft arrived at their destination airport to give a gift of the photo. An unforgettable experience that my friend and her children received.

Some time ago I was quite shocked boarded a microbus in seatu trip, microbus that provide television for its passengers. It is small but memorable enough for me, because microbus provides something that is not owned by another microbus that makes him different from the others.
Read the rest of this entry »