dna of a customer
TRANSCRIPT
KEY LEARNING OBJECTIVES
• To understand what is the make up of a customer
• How they think• Habits especially buying habits• These information will help you know
how best to handle them irrespective of your temperament and theirs as well.
Who is a customer? A customer is an individual or business that makes an inquiry about your product or service with the intent to make a decision whether to buy or not
A customer is an individual or business purchases the goods or services produced by a business
Types of customersThere are two major types of customer
groups• Internal customers; your colleagues,
gatekeepers of your organization (Gate men, receptionist, cleaners, drivers, receptionist, outsourced workers in your organization • External customers; end-users of your
organizations goods and services
X ray of an external customerThere three major types of external customersExisting Customers Consists of customers who have purchased
or otherwise used an organization’s goods or services, typically within a designated period of time
Former Customers• This group consists of those who have
formerly had relations with the organization typically through a previous purchase
X ray of an external customer part 2
Potential Customers The third category of customers
includes those who have yet to purchase but possess what the organization believes are the requirements to eventually become Existing Customers. These individuals ask quite a number of questions to make up their minds whether to purchase or not.
The Thinking process of a customer
Understanding how customers thinks will enable anyone dealing with them know how to relate with customers of every kind at every stage of the buying process
The Thinking process of a customer part 2
Problem need
Information search
Evaluation of alternatives
Purchase behaviour
Post purchase behavior
Problem need
Information search
Evaluation of alternatives
Purchase behaviour
Post purchase behavior
Problem need
Information search
Evaluation of alternatives
Purchase behaviour
Post purchase behavior
Problem need
Information search
Evaluation of alternatives
Purchase behaviour
Post purchase behavior
POST BEHAVIOUR• Post-purchase behavior is the final stage in the
consumer decision process when the customer assesses whether he is satisfied or dissatisfied with a purchase. • How the customer feels about a purchase will
significantly influence whether he will purchase the product again or consider other products within the brand repertoire. • A customer will also be able to influence the
purchase decision of others because he will likely feel compelled to share his feelings about the purchase.
Why the customer very important?
Customers are the most important people for any organization. They are the resource upon which the success of the business depends
Do you agree? Thanks for listening