-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

-How we make buying decisions
-Understanding the 5 stage Purchase Process

Welcome back to the MBA Working Girl Podcast-Where Business Theory and the Real World Collide!  I'm your host, Laura Adams.

MBA Essential Tip:
The reasons how and why consumers decide to buy a product or service is of extreme interest to marketers. If we know what motivates a potential customer, we have more power to influence their buying behavior. This is a great goal, because marketing's influence upon customers ultimately serves to better meet their needs!
As consumers, our buying behavior is shaped by internal (endogenous) or external (exogenous) factors, or a combination of both. Internal factors could be our level of education, self-image, personality, attitudes or personal motives. External factors would be family, social status, culture, and reference groups such as peers.

"A weak man has doubts before a decision, a strong man has them afterwards." -Karl Kraus (1874-1936)

In this show I review stages 1-4 of the Buying Decision Process. I hope it will prompt you to become more aware of your own thoughts and feelings as you move through each stage.

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Thanks for listening!
Do Good Work, Laura

-Perception's impact on you
-Personal Promotion
-The Right Way to Apologize

Welcome back to the MBA Working Girl Podcast - Where Business Theory and the Real World Collide!  I'm your host, Laura Adams.

MBA Essential Tip:
Your perception in the workplace is especially important if you're a Supervisor or Manager. Showing favoritism to any subordinate is not ethical. As a leader, you don't even want the slightest perception that you would treat one employee more favorably than another.
Many times it's difficult for new Supervisors or Managers to accept that they're different from everyone else, and must act accordingly. It's to your benefit to be close, but not too close to your employees. You must be approachable, yet keep a healthy distance. You are the person the group is depending on for recognition, rewards, and discipline!

In this show I discuss Perception's impact on you in the workplace and in your personal life. Understand how to use communication to clarify your intentions. We'll also cover the right way to apologize when you've let someone down or offended them.

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Your feedback or questions are always welcome - send email to
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Thanks for listening-
Do Good Work, Laura