Sun, 26 August 2007
-Buying Decision Process, part 2
-What determines Customer Satisfaction?
-Most Irritating Words and Phrases!
Welcome back to the MBA Working Girl Podcast-Where Business Theory and the Real World Collide! I'm your host, Laura Adams. It's good to be working on the podcast again after taking a short summer break.
MBA Essential Tip:
You may think that once a customer buys from you that your work is done. Great Marketers know that Post Purchase Communication can result in fewer complaints, product returns, or service cancellations. Yes, sending a letter or making a phone call to a customer immediately after the sale can be HUGE. The simple act of asking a customer if they are happy can make a dissatisfied customer satisfied! Showing that you care about your customers' level of satisfaction is often times what they need to become fully satisfied.
Post Purchase Communication is also the best opportunity to ask for referral business, solicit customer suggestions for improvements, or to provide additional resources for customer concerns. If you are in sales or are in a service-oriented business, don't underestimate the rewards you can reap from various kinds of Post Purchase Communication!
In this episode we pick up where we left off in Show #24 with the Buying Decision Process. We'll review the complexity of Stage 4, the Purchase Decision. And we discuss Post Purchase Behavior.
Find out what some of the most irritating words and phrases are, according to the Plain English Campaign!
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Thanks for listening-
Do Good Work, Laura
Direct download: MBA_WGP_25_-_During_and_After_a_Decision.mp3
Category: podcasts -- posted at: 10:26 AM