Identify ways in which companies facing customer complaints can recover customer

Question

Identify ways in which companies facing customer complaints can recover customer satisfaction.

Explain the factors that influence consumer behavior.

Explain the importance of B2B relationships and how to make them effective.

Mention the entry modes for International Markets and explain at least 2 of them (include advantages and disadvantages).

Explain why segmentation is important in Marketing and explain at least 2 ways used to segment the population.

Explain the concept of brand positioning (include strategies to be effective).

Explain the concept of Brand Equity and how to build it.

Explain at least 2 competitive marketing strategies.

Explanation / Answer

1.

There are different ways the companies can use to recover the customer satisfaction. The first way is to set the standard operating procedure related to the service deliver and estimated time for each service and communicate the same to the consumers. It will build confidence among the consumers and customer’s satisfaction should start coming back. The second way is to train the employees, who are friendly to the customers and deliver services as per the expectations within the stipulated period of time. It will reduce variation in quality of services and customer satisfaction level will improve. The third way to collect feedback from the customers and proactively take action to implement it. It will reduce the number of complaints and customer satisfaction will return.

2.

The factors influencing the customer behavior are as follows:

1. The conformance to quality of the products that can satisfy the needs and wants of the consumer

2. Price of the product that is to paid by the consumers

3. Service available with the product on offer to the consumers

4. Ease of availability to the consumers

5. The social influence in the form of people in relationship, affecting the consumers

6. Emotional influences upon the consumers

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