Customer Care - 5Ps: People, Product and Place 0.0 / 5 ? OtherAnimal ManagementOtherOther Created by: Becky_BerryCreated on: 11-03-21 08:31 The 5Ps key marketing elements used to place business strategically satisfy customers add value help differentiate the business from competitors people, promotion, place, product, price recommendations from the basis of our marketing plan 1 of 4 People target market allows us to tailor our recommendations to specific customers can tailor 6 pillars of customer service to the 6 personalities geographic, demographic, behavioural, psychographic customer service as a recommendation in the marketing plan some customers value customer service and good customer service may make them more likely to return 6 pillars make sure we provide customer service that exceeds customer expectations worst case scenario = we meet their expectations allows us to increase customer base can refer to staff people decisions are usually centred around customer service what recommendations could we make based on customer service? have someone on tills/ticket booths asking whether you want to become a member/buy a special promotion keepers answering public questions email/verbal product recommendations staff are friendly/easy to talk to must provide staff training people: service provided, attitude, customer service, appearance, employee portrayal 6 pillars: attitude, interest, action, verbal language, body language, tone of voice 2 of 4 Product refers to products/services offered (e.g., product design, product range, packaging, quality) products are recommendations that can be used in a marketing plan products in zoos educational days/school trips animal adoptions zoo tickets face painting conference rooms event tickets chester zoo sells old exhibit signs animal feeding times donations christmas decorations sustainable/organic products camps for younger people annual memberships weddings virtual zoo days merchandise 3 of 4 Place products available at the right time, at a suitable location and in suitable quantity and quality refers to where the product/service is seen, made, sold or distributed place can include online about ways of getting products to targeted customers placement of zoo convenience transport links car park bus routes train routes how are customers getting around the zoo? product placement/layout customer flow: high and low traffic areas high traffic: near key areas low traffic: areas that don't see customer footfall most popular item at the back gift shop by exit restaurant half way round product displays to increase sales 4 of 4
Comments
No comments have yet been made