Customer is the king

1. Consumer is the king
Presented by – Kripi Singh
Enrollment No. -01820304010
Business Communication
Specialization in Corporate
communication
Master of Mass Communication

2. “There is only one
valid definition of
business purpose-
to create a
customer”
Peter Drucker
Creating Customer

3. “Selling goods that don’t come back to customers that do”
- anon
Customer satisfaction

4. Customer is King
Customer satisfaction has to be the main criterion of
any business or authority
The customer is the most important asset of any
enterprise
Like colleagues they must be
INFORMED ENGAGED EMPOWERED

6. People
•Customers are people
•Companies are people
•Therefore relationships can be developed around:
•Experience
•Knowledge
•Availability
•Delivery of after sales service
•Other users’ opinions
Test your product or service, from a customer’s
perspective!

7. Customers need it to
“work”
A product has 5 characteristics or potentials:
1: Design
2: Performance
3: Reliability
4: Maintainability
5: Delivery
Each can satisfy or frustrate a customer
Check that your product/service does the job!

8. Market place
Customers form a market that needs to be
understood
•Fact finding Research
•Product demand Forecasting
•Anticipate change Development of
product
•Stimulate demand Evaluate
How much? Budgeting
What Price? Pricing Policy
•Selling goods Sales management
•Persuasive communication Advertising
Identify priorities and concentrate on perceived weaknesses.

9. Customers want Innovation
Making some products at lower prices.
Making new and better products.
Creating and satisfying a new customer need.
Finding new uses for old products.

10. Customers need
Communication
The actual performance of a product is its most powerful
communication
Word of mouth from users is key
The advert or launch is a promise, the product delivers it
Promise must have consistency with actual delivery

11. Customers want Quality
Tough times mean durable, reliable and energy efficient
products are sought out by consumers
Branding suggests, but does not guarantee quality
Poor quality....
Costs time
Costs money
Lost orders
Lost customers

12. Added value satisfies
customers
Product:
•Bigger
•Simpler
•More compact
•More reliable
•More convenient
•More durable
•Easier to maintain Delivery:
•Quicker
•More Frequent
Service:
•Friendlier
•More imaginative
Literature:
•More informative
•Better written
•More visual

13. Customer Satisfaction
Understand your market
Know your customer
Involve Engage Empower
It is the quality and “fit for purpose” of the product/
service, that you provide that satisfies customers,
and solves their problems

14. Thank you