...Marketing is all about delighting the customers. Discuss the theory and then give practical, real examples of how various products or services are delighting their customers today. Also provide your own ideas of how these products or services could further improve in the future. Introduction Nowdays, Marketing is all about delighting the customers, This concept has been deeply rooted. Most of the companies by all means for customers to please, but in fact it is useful to please the customer? In this essay, it will let us understand the production concept, product concepts, marketing concepts, marketing concepts and the meaning of the concept of social marketing, background and links between various ideas and differences, understand the new development of enterprise marketing management. We know that marketing is targeted at customers, so we should be aware of what customers, business trends, through what channels make customers happy. Body Customer satisfaction is a product that customers meet their needs and expectations of performance to compare the sensation of the state, from the customer point of view the value of enterprise products and services, the subjective evaluation. If the performance is less than expected, customers will be satisfied; if performance and expectations rather, the customer will be satisfied; if the performance is greater than expected, customers will be satisfied. The formation of customer expectations, depending on the customer experience...
Words: 2041 - Pages: 9
...Marketing Assignment: How does an organization create customer value? Description Marketing is one business function that deals with customers. Creating customer value and satisfaction is at the heart of modern marketing thinking, concepts and practice. This can be attributed to the fact that customers are the lifeline of any business and serve as the source of current profits and future growth of an organization. Hence, in a hypercompetitive economy, where customers are more aware and informed of their buying decisions, an organization can stand out from its competitors’ only by fine tuning its overall value delivery process and communicating superior value to the customers. An example of one such superb marketer is Nike. The company’s strategy of building superior products around popular athletes has changed the face of sports marketing and has created a huge base of loyal customers for them. This is because Nike knows that great marketing goes beyond promotional hypes and false claims- it is delivering real value to the customers and going above and beyond their expectations. Nike’s initial success resulted from the technical superiority of its running and basket...
Words: 1348 - Pages: 6
...An entrepreneur is defined by Peter Drucker as someone who actually searches for change, responds to it, and exploits change as an opportunity. This is what the owner of TecHost Solutions Pvt ltd did here in Gweru by printing T-shirts and designing wedding cards seeing an opportunity and he was creative enough to start cup printing which is a quality of an entrepreneur and an Advertiser. As a young aspiring marker l observed some activities during my visits at TecHost Solutions Pvt Ltd that matched with some of my modules l leant in level 1 and they will be explained below. Cs101 The employees practiced a two way communication with their respective clients and prospects that is face to face communication allowing room for feedback and response. Knowledge of non-verbal cues and gestures was used, l remember when my supervisor was explaining how the installed S.Wifi Hotspot works he had used a jargon then the client frowned his face and my supervisor quickly observed it and changed his language to simple language understood by the client. Speaking is another essential element which is practiced at TecHost Solutions. They used the appropriate tone needed at that particular time when addressing a client speaking to the owner and they had different postures to their clients and the owner. Listening is another complex process and l also observed during my visits. Employees paid extreme attention when their clients were saying out their various needs. Ec101 Demand is the amount...
Words: 1168 - Pages: 5
...According to Max Kalehoff Marketing is the art and science of creating, delighting and keeping customers, while making a profit and building enterprise value. Marketing integrates, formally or informally, many disciplines and every organizational function. Marketing should embrace the highest ethical standards, respect the environment, and strive to make the world a better place. The business activities that enable the producer to get in touch with the users cover a host of things. The products have to be developed transported, stored and distributed to the traders or retailers before the user/consumer is contacted. Human needs and wants give rise to the concept of goods and services as products. Hence, marketing activities will have to include the collection of information about the consumers’ wants, desires, incomes and sources of influences over him. Importance of marketing Marketing promotes product awareness to the public Getting the product recognized by the market is the primary goal of marketing, if you are a start- out company the only means to be made known is to advertise and promote the business may be spending on the advertising and promotional programs but the important thing is that product and company information is disseminated to the buying public. Various types of marketing approaches can be utilized by an organization. All forms of marketing promote product awareness to the market at large. Offline and online marketing make it possible for the...
Words: 577 - Pages: 3
...Kotler, Keller, Brady, Goodman and Hansen (2009: 105) suggest that ‘a strategy is a game plan for a business to achieve its objectives; a statement of long-range intent and direction than short-term actions.’ However, all organisations exist in dynamic markets therefore its strategy focus on its market, its customers and its value proposition, may have to be operationalised as short term activity, in response to external, industry, market, competitor and customer analysis; using tools such as portfolio analysis namely the Boston Matrix, Porter’s five forces, Grant’s key success factors, the Ansoff Matrix, a micro and macro-environment analysis, industry and segmentation analysis, market positioning analysis, innovation and new product development and the marketing mix. Presumably, every organisation would be responsible to its stakeholders and shareholders and formulate its strategy being informed by such business investigation/intelligence. In the absence of such information in the Capitec Bank: Low-Cost Banking for Joe Average case study (Townsend and Mosala: 2006), such is going to be assumed. The facts and figures from 2002 to 2006, point to the success in profit and volume growth of the Capitec strategy of ‘providing low-cost basic banking services to the lower to middle-income market, and to create a bank that offered everything to everybody.’ From public source information, the Fin24 and BusinessLive (2011) the focus on banking the unbanked remains a key national issue...
Words: 1955 - Pages: 8
...of Phoenix MGT/449 Jeffery Messinger October 11, 2009 Strategic Quality Management Quality is vitally important to any company when creating and implementing a new quality plan for a new product or service. Quality can be described as the maker or breaker for almost all business. After all customers focus more on quality and customer service more than anything else including price. In this paper, I will discuss Kudler’s quality strategies and strategic plan as well as identify and examine the process of improvement. Furthermore I will also talk about Kudler’s tools and techniques along with the significance of competitive intelligence as it relates to their organization. The History of the Company Kudler Fine Foods is an upscale specialty food store founded by Kathy Kudler in June 1998. The business offers their customers a wide selection of both imported and domestic products from bakery, meat and seafood, to produce, cheese and dairy products, not to mention their extensive assortment of wines. Presently, Kudler Fine Foods has store locations in La Jolla, Del Mar, and Encinitas, California. “Kudler’s mission is to provide their customers with the finest selected foodstuff, wines, and related needs in an unparalleled consumer environment” (Apollo Group 2008). A few years after opening, Kudler Fine Foods quickly began to experience substantial growth. Therefore, the company is currently concentrating their efforts on expansion...
Words: 1053 - Pages: 5
...Marketing Mix Paper Roger Briseno University of Phoenix MKT 421 Mark Vitale February 7, 2012 Marketing Mix When a market tries to reach its customers and establish a marketing mix, it is vital that they combine marketing strategy in the factor to target potential markets. Importantly, for any businesses or organizations to be successful, they would need to attract customers with new products or services that customers would love. According to Business Know-How, “The key is developing a marketing strategy that forms a solid foundation for your promotional efforts. Implementing promotional activities such as advertising, direct mail or even networking and one-to-one sales efforts without a marketing strategy is like buying curtains for a house you are building before you have an architectural plan.” By implementing the four P’s of marketing, such as, product, price, place, and promotions will enable a formal marketing mix to take place for an organization or business in selling its services and products to the public more effectively. The organization which I am familiar with working in the hospitality food of a restaurants provide our guests New Orleans style food in the heart of Florida delighting many peoples’ fulfillment of Cajun without traveling to New Orleans for the taste. Within this paper I will describe the elements of the marketing mix corresponding with the four P’s. Furthermore, I will describe how each one of the four elements of the marketing mix...
Words: 1076 - Pages: 5
...Marketing Plan for A+ Cleaning Services Proposed by Nunki Osuna Submitted to Professor Clifton Hurd January 1st 2015 B. Table of Contents Pages 1. Executive Summary 1.0 2. Company Description 0.5 3. Strategic Focus and Plan 1.0 a. Mission/Vision Statements b. Goals c. Core Competency and Sustainable Competitive Advantage 4. Situation Analysis 1.0 a. SWOT analysis Internal Strengths and Weaknesses: Management, Offerings, Marketing, Personnel, Finance, Manufacturing, and Research and Development (R & D) External Opportunities and Threats: Consumer/Social, Economic, Technological, Competitive, and Legal/Regulatory b. Industry Analysis c. Competitor Analysis d. Company Analysis e. Customer Analysis 5. Market-Product Focus 2.0 a. Marketing and Product Objectives b. Target Markets c. Points of Difference d. Positioning 6. Marketing Program 2.0 a. Product Strategy b. Price Strategy (i) Breakeven Analysis c. Promotion Strategy d. Place (Distribution) Strategy 7. Financial Data and Projections 1.0 a. Past Sales Revenues b. Five-Year Projections 8. Organizational Structure 0.5 9. Implementation 1.0 10. Evaluation and Control 0.5 11. Bibliography EXECUTIVE SUMMARY Company Description A+ Cleaning Services is a Company who focus its services in the residential Cleaning. The consumer arena consists...
Words: 1123 - Pages: 5
...1586 Explain the relevance of the Marketing Concept to the 21st Century business of your choice? This essay will explain the relevance of the Marketing Concept to the 21st century business the Body Shop International plc. As well this will observe how Anita Roddick successfully adapted marketing concept to the Body Shop by creating satisfied happy customers and company goal achievement. There have been a growing number of companies over the years which influenced the increasing density of the business, different marketing concept have used to boost the businesses. Many of authors have found different ways to customise marketing concepts and one of the earliest famous people suggested, that the defining characteristic “the marketing concept holds that achieving organisational goals depends on knowing the needs and wants of target markets and delivering the desired satisfactions better than competitors do” (Kotler and Armstrong 2010, p.34) The above term shows that without customers, there is no sale. Without satisfied customers, there is no profit. Without delighted customers, there is no repeat business, as “companies achieve their profit and other objectives by satisfying (even delighting) customers” (Jobber 2007, p. 4) To apply this concept, three conditions should be met: 1. Company activities should be focused upon providing customer satisfaction rather than, for example, producer convenience. 2. The achievement of customer satisfaction relies on integrated...
Words: 1675 - Pages: 7
...A REPORT ON A Study On Customer Delight In More Supermarkets For ADITYA BIRLA Retail Ltd, Nettoor, Cochin, Kerala Submitted to the Department of Management Studies in partial fulfillment of the Post Graduate Diploma in Management Under the Guidance of Shri Sudheer Sudhakaran Associate Professor by RAKESH KUMAR FK - 2296 School of Communication and Management Studies SCMS CAMPUS, PRATHAP NAGAR, MUTTOM, ALUVA, COCHIN-06. October - 2012 SCHOOL OF COMMUNICATION & MANAGEMENT STUDIES S C M S SCMS CAMPUS, PRATHAP NAGAR, MUTTOM, ALUVA, COCHIN-06. DECLARATION I, the undersigned, hereby declare that this project report entitled “A Study on Customer Delight in More Supermarkets with Aditya Birla Retail Ltd Kerala” has been written and submitted under the guidance of Sudheer Sudhakaran, Associate Professor and is my original work or fully and specifically acknowledge wherever adapted from other sources. I understand that detection of any copying is liable to be punished in any way the school deems fit. DATE: RAKESH KUMAR (FK-2296) SCHOOL OF S C M S COMMUNICATION & MANAGEMENT STUDIES SCMS CAMPUS, PRATHAP NAGAR, MUTTOM, ALUVA, COCHIN-06. CERTIFICATE This is to certify that the project work entitled ' A STUDY ON CUSTOMER DELIGHT IN MORE SUPERMARKETS ' has been carried out under my guidance by RAKESH KUMAR in partial fulfillment of his Post Graduate Diploma in Management during the academic year 2011 - 2013. Date: Sri Sudheer...
Words: 19507 - Pages: 79
...------------------------------------------------- MARKETING ------------------------------------------------- CASE ANALYSIS JETBLUE * SYNOPSIS This case illustrates the success that JetBlue Airline has achieved since founded in 1999, though it had trouble in 2007 during Valentine´s day and a few more, it managed to overcome the issue and become one of the most known companies for excellent customer service. The author mentions that JetBlue truly cares about the customer because JetBlue doesn´t sell just airplane tickets and its customers neither seek for airplanes tickets when buying at JetBlue. They buy the whole experience in which each detail included in the service made the customer feel special with things such as ´´legroom seats´´, plenty of food and drinks and a zone for entertainment which seeks to satisfy the client while they wait for their flight even though if its delayed among other tangible elements that the company offers. All the actions of JetBlue are encouraged to reflect their slogan “Happy Jetting”. Furthermore, another topic highlight in the case is the culture that the company professes, the way they treat each other, “the human side of the equation”. An example of this is the opportunity to workers to do their job from home. Employees are so satisfied with the company that they care for it, which reflects in how they do their job and their attitude towards clients. As the CEO communicated, “everything can be copied, except the culture”. All this combination results in higher...
Words: 3907 - Pages: 16
...IMC’s Vision is to be the most respected and successful enterprise, delighting customerswith a wide range of products and solutions in the automobile industry with the best people and the best technology. Mission of Toyota is to provide safe & sound journey. Toyota is developing various newtechnologies from the perspective of energy saving and diversifying energy sources.Environment has been first and most important issue in priorities of Toyota and workingtoward creating a prosperous society and clean world History Indus Motor Company (IMC) is a joint venture between the House of Habib, Toyota Motor Corporation Japan (TMC), and Toyota Tsusho Corporation Japan (TTC) for assembling, progressive manufacturing and marketing of Toyota vehicles in Pakistansince July 01, 1990. IMC is engaged in sole distributorship of Toyota and Daihatsu Motor Company Ltd. vehicles in Pakistan through its dealership network.The company was incorporated in Pakistan as a public limited company in December 1989 and started commercial production in May 1993. The shares of company are quotedon the stock exchanges of Pakistan. Toyota Motor Corporation and Toyota TsushoCorporation have 25 % stake in the company equity. The majority shareholder is theHouse of Habib. IMC's production facilities are located at Port Bin Qasim IndustrialZone near Karachi in an area measuring over 105 acres.Indus Motor company's plant isthe only manufacturing site in the world where both Toyota and Daihatsu brands are being...
Words: 1243 - Pages: 5
...Marketing Analysis Issue: As the CanGo New Facility Project evolves they are encountering issues with the online browser syndrome. Online browser syndrome, are where the customer are more concern about the design an security of online stores, customer service, and product price, selection and quality. They also perceive themselves as less skilled at using the Web, more price-conscious and less time pressured than online buyers. At CanGo Gail and Whitney went shopping for items that they found online placed in their shopping cart, but went to the store to pick up. Andrew their director, upon observation and wants to understand why consumer would purchase off-line vs. online and what can be done to improve online sales. Observation: Online browser is skeptical to shop online for various reasons. 1. Customer service online is often quite poor and therefore may discourage some consumers from shopping online. They may avoid shopping since they may have a more negative attitude toward online customer service. 2. Online store designs greatly affect whether consumer have problems with searching, completing transactions and other aspect of using online stores, especially if their computer skills is limited. 3. Because of the lack of or difficulty in finding relevant product information. 4. Some consumer value social exchange and may not utilize the internet, since, it allows limited human interactions in contrast to other retail format such as department stores, mall or...
Words: 940 - Pages: 4
...Marketing comes in a wide variety of flavors based on audience, media platform and business in today’s evolving and dynamic marketplace. Therefore, it’s no surprise that marketers define what they do differently. Inspired by the31 PR Definitions article, here’s a roundup of seventy-two marketing definitions by experienced practitioners across different specialties. Marketing Definitions To start, here are explanations from the American Marketing Association (AMA), marketing’s professional organization, and Dr. Philip Kotler, the author of business school marketing classics. They’re followed by the other definitions in alphabetical order by author’s last name. 1. According to the American Marketing Association (AMA) Board of Directors, Marketing is the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large. 2. Dr. Philip Kotler defines marketing as “the science and art of exploring, creating, and delivering value to satisfy the needs of a target market at a profit. Marketing identifies unfulfilled needs and desires. It defines, measures and quantifies the size of the identified market and the profit potential. It pinpoints which segments the company is capable of serving best and it designs and promotes the appropriate products and services.” 3. Marketing is the messages and/or actions that cause messages and/or actions. Jay Baer – President...
Words: 4139 - Pages: 17
...fulfilling our vision is measured by customer satisfaction, Team Member excellence and happiness, return on capital investment, improvement in the state of the environment, and local and larger community support. Our ability to instill a clear sense of interdependence among our various stakeholders (those who are interested and benefit from the success of our company) is contingent upon our efforts to communicate more often, more openly, and more compassionately. Better communication equals better understanding and more trust. Whole foods clearly has instilled in its core values the importance of having a balance within their stakeholders which makes whole foods have a inviting nature for all parties involved. Subsequently, the Whole Foods mission statement satisfies the needs of all stakeholders. Although, whole foods does pride that their costumer is their more valued stakeholder. Our customers are the most important stakeholder in our business. Therefore, we go to extraordinary lengths to satisfy and delight our customers. We want to meet or exceed their expectations on every shopping trip. We know that by doing so we turn customers into advocates for whole foods. We guarantee our customers 100% product satisfaction or their money will be refunded. Whole foods have come to be known to have very high quality customer service. There is always someone waiting to help you and make your shopping experience that much easier. While the customers are held very high the employees...
Words: 3349 - Pages: 14
