Treating customers with respect, greeting them with enthusiasm and going above and beyond to resolve any problems and issues can keep customers coming back. When companies seek to resolve problems and issues in a quick, pleasant and efficient manner, customers remain confident in the company and continue the business relationship. In addition, happy customers help spread positive word-of-mouth, resulting in an additional avenue for marketing and advertising for your company. Small businesses can compete with larger businesses by cultivating customer relationships through personal attention and
The level of probity and integrity needs to increase inside a company, to stimulate its employees to do what is morally right and avoid misconduct. Entrepreneurs have to keep in mind that, costumers have more respect and credibility in companies that have transparency and ethical corporate behavior. Having codes of ethics and codes of conduct in a company; is also a good way to reinforce how everyone should behave and this can help
Brand Image - Keller, (1993) defined brand image as a summation of brand associations in the Memory of the consumer which leads him towards brand perception and brand association including brand attributes, brand benefits and brand attitude. Hsieh, Pan, & Setiono (2004) argued, brand image helps consumer in recognizing their needs and satisfaction regarding the brand, it also distinguishes the brand from other rivals motivating customers to buy the brand. Kotler (2001) defined image as the attitude, thought and feelings of aperson for a particular thing or object. Roth, (1995) defined that The essential part of the company’s marketing program is to sustain the brand image and strategy of the brand (Keller, 1993; Aaker, 1991). Aaker (1991)found the Image can create importance and it helps consumers with gathering information, distinguish the brand, creates a reason to purchase, and also creates constructive feelings and provides the basis for brand extension Brand image offers a significant perspective on the understanding of consumer decision making (Jalil & Rahman, 2014).
The construct of customer focus is a staple of relationship marketing, which refers to “the process of identifying and establishing, maintaining, enhancing, and when necessary terminating relationships with customers and other stakeholders”(Gronroos, 2004 cited by Augustine, 2011). This is the reason why we are getting closer with them by conducting the customers survey in order to track their satisfaction as well as to know what they want. As Moorman and Rust (1999 cited by Augustine, 2011) have documented, the marketing function positively and
Challenges in digitization can come from various kinds of problems. The first challenge of the digitization process is staffs. According to James A. Macklin, staffs is the greatest limitation for digitization the materials and there is a steep learning curve for accuracy and speed of data entry. From that statement, staffs are the most important element in digitization process rather than other materials, machine and equipment, hardware and software. However, in order to ensure that the digitization process is going well, staffs with a good skills and knowledge about digitization are needed by the organization.
A strong brand will help an organization to differentiate the price from the rest and encourage their customers to pay for the intangible benefits they get from associating themselves with a brand that makes them appear cool fashionable, or clever. In addition, a brand provides a vital differentiator, especially when the basic product or service is widely
Brand Loyalty: Brand loyalty is important to managers because it will improve their customer retention, which will in turns have a favourable impact on profitability. When a consumer is satisfied with a brand to the extent of making a repeated purchase he can be said to be loyal. Brand loyalty is a sign that the brand in question meets the needs of the consumer in the area of quality and other attributes. In taking a decision about a brand all the factors that affect brand loyalty like trust, customer satisfaction, brand involvement, product quality and company image must be taken into consideration. Brand loyalty can make the manufacturer of the brand to be complacent and take the consumers for granted.
c) Increased sales and Market share: Consumers like to be associated with a company, which is ethical and has a positive image. Many companies have become innovative and stated contributions a certain portion of their sales to certain cause. This has to fold benefits; it increases the brand image as well as helps in differentiating the product from their direct competitors and hence increases in sales. d) Increased ability to attract, motivate and retain employees: Corporate Social Responsibility helps companies to be known as a responsible corporate citizen with sensitivity towards social and environmental issues. Such an image of the corporate helps employees and communities all with the corporate vision and Mission, as they all feel alike and contribute towards a common goal.
Market orientation does not lead to high satisfaction of customers. However, market orientation does improve company performance. Market orientation treats customers as their assets and reason for the company to exist. It helps to identify customers’ need and produce the products that customers wish for. So, customers are willing to buy the products or services and indirectly increase the company sales and performances.
Besides, if DHL can learn something complementary from other companies, or improve teamwork spirits it must be more another important competitive advantage. Regarding price issue, DHL must deal with a cheaper brand identity as 42soon as possible. DHL can make discount for customer to inspire sustainable business .Besides, the employers should provide more reward or honor to employee who act superbly may inspire employee to work hard. In such dynamic marketing environment, DHL should keep making shock to its customer and even to its competitor. DHL should invest more on R&D, and skillful service in order to defend its primary position.