Sometimes issues are not as easily resolved or even unfixable all together. What are some methods and soft skills that one can use to diffuse these situations and try to calm customers down even though the product is not working as designed?
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Sometimes issues are not as easily resolved or even unfixable all together. What are some methods and soft skills that one can use to diffuse these situations and try to calm customers down even though the product is not working as designed?
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- How to write adjustment messages that salvage customers trust and promote future business?Some people tend to use the terms effectiveness and efi ciency interchangeably, though we’ve seen they are different concepts. But is there any relationship at all between them? Can a i rm be effective but inefi cient? Very efi cient but essentially ineffective? Both? Neither?what external factors can affect a company that manufactures portable soaps?
- Read about how other customers fixed common issues with your PC or mobile app. Consider what kind of response might comfort customers in this case. How did you deal with the annoyance that a particularly annoying piece of software caused you? Do you have any ideas on how we might address this matter?What are the components of TLC? Is it realistic to expect companies to consider all of these components?Imagine you are the product manager for one of your favorite lines of clothing, foods, vehicles, or other products. You have what you believe is a fantastic new product idea for an addition or revision to your product line. Write a post outlining the seven stages in Exhibit 11.1 you intend to work through in developing your idea, including specific, detailed actions you will take within each stage.
- How can the push-pull strategy be applied to marketing and sales management in a hypothetical business scenario, and what are the potential benefits and drawbacks of this approach in terms of attracting new customers, increasing sales revenue, and improving brand recognition and loyalty?What makes customers upset?Consider two vastly different companies. Feel free to use the textbook example of one that sells oral healthcare products (toothbrushes, toothpaste, and mouthwash) while the other is a ride-sharing service (like Lyft or Uber). Or, consider sharp contrasts, like a professional sports team with their entertainment-driven product versus a producer of Covid essential PPE (personal protective equipment). Feel free to be creative in your responses and/or choose products of interest to you now or of interest relative to future career aspirations. For each of the distinct companies and their different strategic target markets, describe the firm’s tactics (consider the Four Ps and/or Four Cs) in a) acquiring customers, b) retaining customers, and c) enhancing sales from customers.