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A personal touch with the customer, understanding his need, proper courtesy and a genuine smile is all that he longs for. It has something more to do with Max Weber bureaucracy or organizational pyramid (2) where everyone points a finger to the other one. In last two decade, the entire marketing scenario has gone through a paradigm shift and excellent customer service appears to be the deciding factor in this changing order.
First of all, it is the sense of belonging, the proud ownership of the employees that literally change the face of the organization. The training of the employees that makes them serve the customer in a better manner plays the pivotal role. He should learn to communicate effectively, put a genuine smile in his face and be willing to serve his customer in every conceivable way. The stuffs should also know how to outmaneuver the customer without compromising the
It is observed that a typical grocery shop stores 30,000 products and the owner answers same no of quarries. In supermarket the product listing may cross well past six digit marks but the product information which needs to be volunteered is surprisingly absent. The profit surges upwards if some subtle changes can be taken care of. For instance, Wal-Mart has a concerted return policy and a podium in every store where anyone can put a question regarding any service (3).The resultant outcome is a satisfied customer who returns again and again – to contribute to the profit of the organization.
There can be multi pronged way to provide better customer care in a supermarket. Firstly, the proper motivations of the employees that work wonder. “At IBM, every one sells” as Buck Rodgers had put it in his best seller ‘The IBM Way’ (4) which should be the anthem of every supermarkets which aspires to make it big. From the doorman to the casher, every one needs to work in unison, compromising over everything except company ethics and profitability. The
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A marketing concept embraces the philosophy that good marketing strategy always has the needs and wants of the target market in mind. Marketing concepts are formed as creative approaches to the problem of how to get a product needed and desired by a group of consumers to be selected and purchased by this group.
The Marketing Teacher (2000) cited Barwell to expound on the term by indicating that “the marketing concept is a philosophy, not a system of marketing or an organizational structure. It is founded on the belief that profitable sales and satisfactory returns on investment can only be achieved by identifying, anticipating and satisfying customer needs and desires” (Marketing Teacher, par.
Hence marketing becomes one of the most crucial aspects of a business. Kotler et al (2007:7) has defined market as ‘a social and managerial process by which individuals and groups obtain what they need and want through creating and exchanging products and value with others’.
The guerilla marketing campaign of the T-Mobile company was run for five consecutive months by sponsoring near to 25 events in the local festivals, state, and county fairs. T-Mobile has very well comprehended the importance of such marketing initiatives for the company’s success by activating 5,000 new accounts at such events and organizing more than 26,000 “Mobile Makeovers” (Chipps 1).
This is because the objectives of the issues involved can have resemblance. Whether large or small, most marketers if not all, always struggle to meet customer requirements and at the same time meeting their own commercial and marketing objectives. The marketing planning process needs the harmonization of open- based decisions at the peak of the commercial level with more closely distinct actions at the bottom.
It is in this reason that the proponent of this paper tries to gather information about the basic concept of marketing and the probable impacts of internet on the dominant logic of marketing. Considering that the traditional-based marketing has