CUSTOMER
CUSTOMER BEHAVIOUR= studies how people make desicions about what they buy, want, need or act in regards to a product
To know how potential
customers will respond to a new product or service.
To identify opportunities that are not currently met
How customers think and feel about different alternatives
How customers reason and select between different alternatives
How the customer behaviour is influenced by the environement
CUSTOMER LOYALTY:
Relationship marketing stretegy
To foster consumer loyalty
To develop strong Connections
To foster interaction and long-term engagement
TYPES :
1. Tangible Loyalty Strategy:
Based on real benefits for the customer
2. Intagible Loyalty Strategy: Based on experience
Points of accumulation
Promotions
TRENDS
"Prosumer" -> Producer + Consumer
Their involement makes them have a voice on the product
Consumers have a certein level of control of the products, brand and messages
Has a participation in the creation of the content
Consumer has a proactive attitude regarding teh information of the product
influencers and bloggers have a strong impact
CUSTOMER JOURNEY
Tells the sotry of the customer expirience
Customer journey map
Touchpoints
Tool to visualize costumer experience
Customer in the center of the organization
Taking the customers place
Any type of interaction between the company and the consumer
quality of prduct
strong post-sale assistance
keep in touch with clients
CUSTOMER VALUE:
To some people value means price
To some other people it can mean the benefit