...Health care communication is an important factor in proper health care. If there is no communication or trust between the health care provider and the consumer, this could affect the quality of care for the consumer. This paper is an overview of effective communication, the basic elements of communication, the encouragement of a reluctant consumer, and the impact cultural difference that may influence communication. To incorporate the basic elements of communication, providers must first examine what exactly effective communication is. This involves more than just sharing an understanding, it involves feelings, thoughts, wants, needs, and the intentions of the communicators (Cheesbro, O’Conner, & Rios, 2010). According to Cheesbro, O’Conner, and Rios, there are six components to the communication process; sender and receiver, encoding, decoding, message, channel, and feedback (Cheesbro, O’Conner, & Rios, 2010). In the first component a person will act as a transceiver, meaning he or she is sending and receiving messages. Encoding is the process of changing thoughts and feelings into symbols and decoding is assigning meaning to those symbols. The message will be the thought or idea, the channel is how the message travels, and feedback is the to the senders message. In order for a provider to encourage a reluctant consumer to communicate candidly, he or she must influence what people expect form doctors and nurses. It is important for a care provider to “understand...
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...Week 5 assignments BUSN 258 Customer Relations 1. How can organizations become more open to feedback? What kinds of employee training would help? What would you tell your employees about feedback importance if you were the boss? People will tell more of their friends and family about a bad experience than a good one. An organization must understand that its success is dependent upon how they are viewed by the customers and clients. Reviewing the suggestions box is an easy way to make them improve their performance in terms of quality, prices and most of all customer service relationships. Feedback can come either from internal or external sources. Internal are the employees and external are consumers. Organizations must treat the employee feedback as importantly as the customers by implementing open forums where the employees are able to speak their minds and help. Meetings where employees can air their positions and grievances without fear of retaliation are of help. The feedback given by the employee will enlighten the executives on the issue on hand resulting in actions being taken towards an issue of interest. Many times the best changes come from wthin. Moving on to external feedback, the consumers, the reason for business in the first place, if we cant satisfy them then there is no point continuing to work. Feedback from them is crucial because these will serve as the guiding points on what and how to improve for the success of the business. However one must...
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...| |1. |One important part of marketing is to ________. | | | |a. | | | |change prices every month based upon the rise or fall of the stock market | | | | | | | |b. | | | |help keep people employed | | | | | | | |c. | | | |understand why a consumer's demand for a product is not something that is important | | | |...
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...What are the different ways to segment a consumer market? Does it make sense to use more than one segmentation variable? Why or why not? (Please provide actual examples) Market segmentation is dividing a market into groups of consumers. Segmentation in consumer markets is based on 4 major categories: 1- Geography: Segmenting by country, region, city or other geographic basis. 2- Demography: Segmenting based on population characteristics i.e. age, occupation, and marital status. 3- Psychographics: Segmenting by understanding the consumer’s lifestyle and interests. 4- Behavior: Segmenting consumers based on their relationship with the product. For example: loyal to the brand or brand switchers. It does make sense to use more than one segmentation variable so companies can increase their sales and market share. Example: When a car manufacturer develops several lines of cars. One that appeals to certain income levels and another one that targets people with a higher income. (Volkswagen, Audi & Porsche) Describe the four elements of the marketing mix. What role does each element play in delivering value to customers? (Please provide actual examples) 1- Product: The actual product or service you’re offering and how they differentiate from your competitors. This includes the packaging and customer service. 2- Price: The amount the customer is willing to pay. It’s important to understand how much your customer values your product and set a price accordingly. You...
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...Apex communication activities are explained bellow:- Advertisement: At the very early stage actually apex marketer emphasize on products quality. On that time they don’t bother about the T.V advertisement or other promotional activity. They just prefer the consumer satisfaction at the beginning. Through providing quality product, they want to impress the consumer. Soon and later they feel that they must introduce advertisement and other promotional activity to attract the consumer more. So, on 2007 they first introduce the T.V advertisement. After this advertisement they saw apex sales increases and also their profit margin also increased than before. This T.V advertisement really grab the attention to consumer about this brand. Moreover, Bill board, newspaper, face book are the medium that Apex is using for providing their advertisement. When we are on the rush of the busiest road of Dhaka city then if we look outside we can see a billboard that is messaging the new collection of Apex. The models, the outfits, the photographic effects all made the photo so perfect and eye catching. That is why whenever we look at the bill board we get interested to see the collection of Apex. Newspaper is an important media to provide advertisement. For this reason the organization prefer to provide advertisement through newspaper. Bengali, English both newspapers often spell the reader by showing advertisement of Apex. Since face book is now widely used by the people of Bangladesh...
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...the product. As a marketer it is a great idea to know your consumer understand what the consumer want and this can help you as the marketer to help the consumer to make the decision to purchase your product and or services. In this assignment I have discussed the five stages of the buying decision process from my understanding of the marketer perspective. Problem Recognition The first and most important stage is problem recognition. According to (Robbins, 2013) the problem recognition stage is the consumer decision to make a purchase a recognition of a need for a product. This is also a very important step because the consumer has recognized that there is a problem and as the marketer this gives you the opportunity to give the consumer the solution to their problem. For example, with Netflix and Hulu allowing consumers to stream movies and other entertainment from the privacy of their own space. According to (netflix, 2016)Netflix is an on-demand provider that offers thousands of popular television shows and movies that are available for consumers to stream. This allows the consumer to be able to watch their favorite shows and movies anytime and anyplace that they choose. In this five stage of the buying decision buying decision as the marketer it is good to understand the consumer could be initiated by something that internal by the consumer or something that could be external. Most of internal needs of a consumer is something that is a personal need for example thirst or...
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...and it is dentist recommended and it is approved by the Kenya Dental Association. Both advertisements run every day on television and every company is trying hard to win consumers interest in terms of their product consumption. As much as it is healthy for people to brush their teeth with toothpaste, the way these products are advertised brings controversy in the society. People have different test and preference when it comes to sensitive products like toothpaste. Aqua fresh advertisement uses a family to endorse its product. The message accompanied by this product is; “what every family needs.” They portray their product to be the best for every family and they encourage parents to buy Aqua fresh toothpaste for r their families. Sensodyne toothpaste is for sensitive teeth and dentist recommended. Experts who are doctors are used in endorsing sensodyne toothpaste. The message that makes people think it’s the best toothpaste is where they say that it is recommended by the Kenya Dental Association. Many people are persuaded to change their toothpaste to sensodyne. They use charts to demonstrate on how sensodyne treats tooth decay and how it lowers the degree of tooth sensitivity. They have decided on the group to advertise their products where we have family members and doctors. They both encourage consumers to make the decision to buy their products. Aqua fresh has learned about the average family and what...
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...discusses the benefits to realizing the need for change, the benefits of setting goals when implementing change as well explaining why change is good and the positive values which both businesses as well as individuals will gain when undergoing change. The article utilizes an example of using preregistration techniques in order to cut back on customer feedback within the United states. The author of this article discusses the importance of team leaders and managers being proactive within the workplace. The author explains that in order to effectively manage the change within a business or organization managers and leaders’ need to remain active within the process. Remaining active and honest with all employee’s will help in ensuring that all individuals within that particular area within the organization are on the same page and provides the individuals with a sense of accomplishment. The author makes it a point to explain to the readers as to why change is positive and how presenting the correct attitude when contemplating or implementing change will have the ability to either create a smooth running change process within an organization. The author also talked regarding the correct attitude to have when presenting ideas for change to leaders within the organization. The author made reference towards the importance of requesting and receiving employee feedback and input in regards to change, the implementation process of the change and how the change should begin and even the importance...
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...analyse the business problem at Lam Limited Business analysis is a research discipline of identifying business needs and determining solutions to business problems. Solutions often include a systems development component, but may also consist of process improvement, organizational change or strategic planning and policy development. The first step to analyse a problem is, to describe the problem as short as possible and list all factors, which could be important for the problem. The Lam Limited Company is experiencing difficulties, concerned with the problems with its customers returning defective toner cartridges. The customer service department found that not all the returns were results of a faulty product. Some users may not very familiar with the correct method of loading the cartridge into the printer. Five steps to Solving Problems in Business: a) Develop a Process to Identify Problems The first step is to have a process that identifies when problems arise so they can be addressed as quickly as possible. It is important to be ahead of the curve so the customer experience is not impacted. For Lam Limited is necessary to find a faulty product and improve product instruction. The sooner the issue can be identified the quicker a plan of action can be put together to resolve the problem. b) Collect Data Accurate data should be the cornerstone for decision making and collecting and analysing business data should be incorporated into the day-to-day operation. It is difficult...
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..............4 2.1.2 The eWOM ( Electronic Word Of Mouth)…………………………………………………….5 2.1.3 Decision-Making Process...................................................................6 2.2 The influence of Social media and electronic word of mouth on consumer decision-making process of Tourism Destination……………….8 2.2.1 The Impacts of Social Media on Tourists’ Decision-making Process of Tourists..................................................................................................8 2.2.2 eWOM ( Electronic Word-of-mouth) effect in the tourist purchase decision making process on destination of choice……………………………………………………………..9 Chapter 3 Conclusion and Recommendations……………………………….11 References…………………………………………………………………………………12 List of Figures: Figure 1: Isra Garcia (2010) Social Media Integration Theory Model Figure 2: Kotler (2005) Decision-making process model Figure 3: Degree of trusts in advertising (Nielsen, 2009). Chapter 1 Introduction Social Media nowadays has became an approach for marketers attract consumers, not only the marketers but also Internet users can use social media to communicate and interact with others in order to share their experiences, reviews about products or services. They give feedback to the...
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...The theory of customer service is based on identifying and satisfying your customers' needs and exceeding their expectations. A company must be totally committed to delivering consistently high standards of service to gain and retain customer loyalty. Everyone from top management on down must be tuned into what the customer wants. Creating a customer service culture within a company can help build success. Customer satisfaction and loyalty are inextricably linked to the quality of customer service and, ultimately, to the company’s profitability. The customer plan is well-found with perception of Vision and Mission of Internal and External Customers. According to (Chris Adalikwu,(2012) Mission Statement The mission of Cree’s Customer Service function is to always convey a passion for the customer and to consistently deliver the best service experience. Statement of Work Customer Service is any activity provided by a Cree employee that enhances the ability of a customer to realize the full potential value of a Cree product or service before and after the sale is made, thereby leading to Customer Satisfaction and repurchase. Customer Service Principles * Recognize the importance of all customers and the role every Cree employee plays in influencing the customer's perceptions. While impacting these perceptions, be professional, reliable, credible, responsive and friendly. * Communicate promptly and honestly and via the customers’ choice of medium. Try to be brief and...
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...Strategic marketing Marketing is everything ⇨ Technology is transforming choice, and choice is transforming the marketplace - Make distinctions between technology and non technology business and industries: there are only technology companies ==> Technology has moved into products - The defining characteristic of this new technological push is programmability. ⇨ Programmability is the new corporate capability to produce more and more varieties and choices for customers = > The technological promise of programmability has exploited into the reality of almost unlimited choices. - Evaluation of marketing = The market-driven company ⇨ These companies are customer driven; they expressed a new willingness to change their product to fit customers’ requests (or customers' strategies) - It is marketing that oriendted toward creating rather than controlling a market. It is based on: • Developmental education • Incremental improvement • Ongoing process ⇨ it draws on the base of knowledge and experience that exists in the organization The old approach in Marketing: Getting an idea > Conducting traditional market research > Developing a product > Testing the market > Going to market ⇨ this approach is slow, unresponsive and turf-ridden The alternative to this old approach is knowledge-based and experience-based marketing. The two fundamentals will increasingly define the capabilities of a successful marketing organization ➢ Knowledge-based...
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...media on Healthcare .............................................. 2 ....................................................................................................................................... Why is social media important in Healthcare? ................................................................ Contents Introduction 7 Conclusion ......................................................................................................................................... 8 About the author ......................................................................................................................... 9 References ......................................................................................................................... 9 Impact of Social Media in Healthcare www.wipro.com Introduction Social media has moved beyond being a tool for young individuals to share their private lives (pictures, messages) to fostering serious discussion on technology and business. Increasingly driven by regulatory pressures, the need “get it right the first time” and minimize costs remains a concern in the healthcare industry. Customer feedback to improve business has thus become very important. User generated content in the form of peer reviews on service/ products often paves the way for businesses to understand any unique requirements as well as pain points of the existing services they provide. ...
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...Zhi-Ming Zhang and Chung-Sun Leung Institute of Textiles and Clothing, The Hong Kong Polytechnic University, Hunghom, Hong Kong Keywords Fashion, Consumers, Young adults, Social change Abstract Previous researches have considered that the impact of fashion change and fashion consumption is linear. Therefore, one reason was found as the ultimate source to explain why a fashion style/ trend was spread to the mass market. However, the existing market is complex and difficult to find out the holistic reason to explain fashion consumption. In this study, the chaotic perspective is taken into account to investigate the relationship between fashion change and fashion consumption. By using the grounded theory method, 33 in-depth interviews were conducted. A chaotic fashion consumption model is developed from the findings to explain how different fashions are consumed and rejected while fashion changes. It is found that the interaction of being fashionable, perceived fashionability and system participation affects the ultimate decision on fashion consumption. It is also found that a pattern can be traced to forecast the degree of fashion consumption even when the fashion change phenomenon is chaotic. Thus, it is similar to the principle of chaos theory that short-term prediction is possible in relation to the degree of fashion acceptance among consumers. Marketing implications are suggested with reference to the chaotic fashion consumption model. Journal of Fashion Marketing and Management...
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...January 27, 2014 Marketing Research and Promotional Message This paper will focus on the consumer needs, perceptions, attitudes and expectations of the teenage market regarding marketing communication messages. Marketing interactions are important when marketing to teenagers and discovering the best form of marketing interaction to best cater to the teenage market will be discussed. Social interaction is an important factor in the marketing process as well as online processes or face to face communication, each provide informative feedback and we will determine which marketing process will be best for the teenage market. This Marketing Research and Promotional message paper will discuss the market of both English predominant teenagers and bilingual (both English and Spanish) predominant teenagers. Marketing is now more creative and influencing, marketers are now aiming their marketing strategies towards the teenager consumer. There are many issues and concerns that come into factor when marketing to the teenage consumer, for example some of the different issues and concerns are: * What are the buying habits and interest of teenagers and what the different buying habits and interest are amongst different teenager groups? * How to cater to both English and Spanish teens and how these products will be available on demand without any issues to the target consumer, this includes all electronics such as cell phones and computers. * Meeting the demands and requirements...
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