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  • Lecture 1 - Basics of Consumer Behavior - Ver. 1

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    The document discusses the importance of customers to businesses. It defines a customer as an individual or group that receives goods or services from a company in exchange for value, usually money. It notes that the more active customers a business has, the more likely it is to thrive. Even prospective customers who have yet to engage with a product or service are part of the target customer group. The document emphasizes that customers are the most important aspect of any business and organizations should build relationships and processes focused on serving customers well.

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    Lecture 1_Basics of Consumer Behavior_Ver. 1

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    The document discusses the importance of customers to businesses. It defines a customer as an individual or group that receives goods or services from a company in exchange for value, usually money. It notes that the more active customers a business has, the more likely it is to thrive. Even prospective customers who have yet to engage with a product or service are part of the target customer group. The document emphasizes that customers are the most important aspect of any business and organizations should build relationships and processes focused on serving customers well.

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    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
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    10 views14 pages

    Lecture 1 - Basics of Consumer Behavior - Ver. 1

    Uploaded by

    GG K news
    The document discusses the importance of customers to businesses. It defines a customer as an individual or group that receives goods or services from a company in exchange for value, usually money. It notes that the more active customers a business has, the more likely it is to thrive. Even prospective customers who have yet to engage with a product or service are part of the target customer group. The document emphasizes that customers are the most important aspect of any business and organizations should build relationships and processes focused on serving customers well.

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    © All Rights Reserved
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    of 14

    Market Analysis

    Lecture 1
    Basics of Consumer
    Behavior
    Who is a Customer ?
    Is the customer important ?

    ▪ “A Customer is an individual, group of individuals


    or an organization who receive or may receive
    goods, services, products or ideas from another
    individual or a company in return of value which
    can be money or anything of equivalent value”

    ▪ Customer are the pillars to a business

    ▪ The more the number of active customers, the


    more likely it is for business to thrive

    ▪ Remember, even a prospective customer who is


    yet to engage with the product/service remains a
    part of your target customer group
    God or Goddess - Queen or King?

    No matter what you choose to call the customer

    She/ He remains the most important aspect of


    the business
    Keeping customers Happy

    It is, therefore,
    Organizations/ entirely possible to
    Companies build relationships
    Customers comprise people and processes that
    are people are pro customers
    Video Tutorial - Customer Service Excellence

    https://www.youtube.com/
    watch?v=HDXaYCWO7mw
    Video Tutorial - Customer Service Excellence

    https://www.youtube.com/
    watch?v=7GaUReEdHeM
    Are you ready to be a Service Winner ?
    Service Winners

    ▪ Have a positive attitude

    ▪ They enjoy working with or for people

    ▪ These are people who excel at “ human


    relations”

    ▪ They allow customers to be right (even in


    difficult situations)

    ▪ Remember, customers want more than just the


    service or product – they want to be treated well
    for their investment!
    Activity

    Build a town ship


    Going the Extra Mile

    Johnny the Bagger Boy


    Tactical Intervention

    Choose a brand of your choice. Compare


    and contrast its evolution of ads
    creativity over years. Discuss how these
    ads have affected consumer behavior

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