New Feedback: Customer-centred Pricing Strategy
Paradoxically, when designing products we naturally follow a rule which often seems to be neglected when optimising prices: the conviction that consumers pursue different needs and motives when choosing various products, and that the product range must accordingly be optimised to suit these differing customer segments.
However, various customer groups do not just differ in terms of how they rate individual product features such as quality or functionality and performance; the same applies to price. This is because consumers not only differ in terms of how much they are willing to spend on a product or service; they also differ in terms of the extent to which price actually influences their purchase decision.
Moreover, situative influences often matter just as much ...
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Feature: Customer Satisfaction
The more companies succeed in orienting their products and services towards the needs and expectations of their customers, the likelier it is that they will forge a long-lasting relationship with them, because the bait has to appeal to the fish, not the angler.
Within the framework of measuring customer satisfaction, Vocatus therefore ascertains how satisfied your customers are with the range of services your company offers and/or how likely it is that they will recommend you to others, thus revealing strengths and weaknesses from a customer perspective ...
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Feature: Customer Service
The customer typically demands service. Unlike marketing and sales, it's thus not the company that's seeking contact with the customer, but the customer who's proactively contacting the company. At the same time, service contact is one of the strongest levers in terms of customer retention, and therefore offers enormous potential.
An ever-greater proportion of contact with the customer takes place on the phone. Countless surveys unfortunately demonstrate that long waiting times, being frequently passed on, plus incompetent or outright false information are too often the norm with quite a few call centres ...
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