MKT 3401 Lecture : Marketing 3401 Notes February 3
Document Summary
There are three critical marketing concepts: the creation of customer value: those companies that can create this can make you feel comfortable spending that much money on the product. If the benefits are greater than the costs then you have value: customer satisfaction. When you as a customer purchase the product or service, you want to walk away feeling good. When you aren"t happy, you take to social media. You have to be able to give the customer service. About 77 percent of people who have a bad experience as a customer will tell at least one person. Only seven percent of people who have a bad experience will tell the service provider. And 63 percent of people will change a purchase based upon the indifference of the server. Mystery shoppers are people hired by a company to pose as a customer and evaluate everything about the company.
