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$ Extended Marketing Mix $ (Peoples (Aptitudes and attitude. Managers will…
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Extended Marketing Mix
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Peoples
Aptitudes and attitude.
Managers will make sure that the eployees will show the right attitude towards the job. Its also important to see if the employee is confident in what they do
Feedback
Regular feedback will help the employee improve. This feedback can come from various stakeholders internal or external.
Efficiency
Employees have to work together well and have to use their time in a smart way in order to make the company work wheel and in the most profitable fashion.
Appearance and body language
. Its important to took appropriate to the working environment. The waitress in a cafe will usualy have to wear the appropriate clothes. Also face expressions should match the occasion.
Measuring effectiveness of People
Processes in the marketing of services
Process
Delivery systems
Amazon - direct delivery
Lieferando
Customer feedback
Fast food chains
Uber - feedback system
paying and placing orders
Apple's 3-click ordering
Film rental websites
After-sale service
Pre-installation service:
such as WiFi routers, air conditions, etc.
Warranty service:
replacing or repairing the product if damaged after being sold
Upgrades:
making the product better even after the sale. E.G: Dodge Demon aftermarket parts for 1$
Process can really influence a business and their brand. Emplyoees that have direct contact with customers should be properly trained to remain professional and polite when engaging with clients
Customer Feedback: this is a great way to better your services or product and build a successful brand with happy customers. It is also a way to interact with your customers and allow them to help you by criticizing your business, product, service, employees etc.
Delivery systems: Good delivery times like amazon (at least mostly) please customers and increase the reliability of your business and the customer's trust within your process. This can be an opportunity for a USP, for example, a unique way of delivering or having a surprise/little gifts with each delivery
Paying and placing orders: security and safety with payments. This builds trust with customers and ultimately a connection with that person and your businesses $
After-sales service: this can also build trust with a customer especially when linked to a delivery. for example allowing tracking and direct arrival time of their package will reassure customers and separate your service from the rest. This also shows that you as a business does not just want customers to buy and then its over, but build long-lasting relations with customers as well, which often is as important as the quality of the actual product
Physical Evidence
If a customer goes to the cinema and there is poor physical evidence it does not affect the quality of the movie, but it results in the customer having a poor experience, which will most likely mean they will not go there again
The tangible aspect of a service: all the physical things the customer sees and experiences
A good example could be in a high quality restaurant, were the costumer can see the physical evidence: e.g clean tables, appearance of waiters and language.
In competitive markets it is the small things that make a difference and the physical evidence can be something that decides which restaurant a customer goes to
The objective is that the customer has a good experience, so that they go back, resulting in brand loyalty and high revenue but also to teak other people to use a service. :