Question number (1)

(A) When dealing with people or the customers I intend to target, we need to understand what brings value to them and then react accordingly, so the first step I believe would be to create a solid foundation of trust which includes clearly showing the customer how we understand their challenges and how our product or service will help them in addition to that we need to be aware of the competitor’s in order be able to position our product ,another aspect that organizations need tackle is customer satisfaction which is the perception of the performance of the product or service in relation to their expectations , and no doubt every company has its short coming and handling those short coming …show more content…
A very wide study had linked customer satisfaction with consumer behavior , this study divided consumers into five different types , firstly are the Apostles whose experience exceeds expectations and will spread positive word of mouth , secondly are the defectors who are neutral about the company and are merely satisfied and are likely to stop doing business with the company , thirdly are the terrorists who have had bad experiences with the company and spread negative word of mouth , fourthly are the hostages who are unhappy with the company , but stay along due to high switching cost or cause they can’t find an alternative , the last and fifth type of consumers are the mercenaries who are satisfied but not loyal and are willing to leave the company if they find a better rate or better quality with a different vendor , at the moment the Malaysian airline customers easily fit in the terrorist category due to their losses and how they have been spreading bad word of mouth , the aim of each company is to have Apostles , however at this stage the Malaysian airline needs to stop the bad word of mouth so it simply needs to switch these terrorists in to defectors then gradually aim for …show more content…
The study of personality has been approached by theorists in a variety of ways, some have emphasized the dual influence of heredity and early child hood experiences on personality development, other have stressed broader social and environmental influences and that fact that personalities develop continuously over time , the wide variation of viewpoints makes it hard to arrive to a single definition , however it can be summed up as those inner characteristics that determine how we respond to our environment, consumers response to unfamiliar products with a level of dogmatism which is a personality trait that measures the degree of rigidity that consumers display towards unfamiliar information that is contrary to their own beliefs , a different type of consumer response is linked to social character, this is a personality trait that ranges in continuum from inner-directedness to other-directedness , inner-directed consumers tend to rely on their own inner values and standards in evaluating new products , on the other hand other-directed consumers tend to look to others for direction on what is right and what is wrong , in relation to the issue of response to marketing massages inner-directed consumers seem to prefer advertisement that stress on the product features and personal benefits enabling them to use their own judgment , whereas other-directed consumers prefer advertisement that offer social acceptance these types of consumers are easily