4 Customer Analysis
4-1 Customer Expectations
Young age Mid-life Late-life
Interest Adventure, Challenge Adventure, Relaxation Leisure, Health
Company Peers, Friends, Lovers,
Circle members Friend, Lover, Circle member, Family, Lover
Leisure Travelling, Experiencing
Leisure Travelling, Leisure, Fishing, Experiencing Travelling, Climbing
Leisure Time Weekends, Holidays
Vacation season W
expecting that functional footwear market size will reach at 600 billion won and acknowledge this market is blue ocean of Korean footwear industry.
Competitors in the Functional Footwear Market
(1) Before - Nike, Adidas, Reebok, Asics, Prospecs etc.
Past and present LECAF has been in competition with domestic and foreign c
Consumer Behavior in Service Encounters
서비스에 따른 고객들의 행동은 무엇인가?
고객들이 서비스를 이용할 때 어떤 위험을 지각하는가?
고객들이 기대치를 형성하는 방법 및 희망 수준과 낮은 수준의 서비스를 구별하는 방법은 무엇인가?
사람들은 자신이 받는 서비스를 평가하는데 어려움을 겪는 이유는
customers' expectations, and continually improving by providing on-going education. To assist with our mission, we will focus on the following guiding principles:
- Safety will not be compromised
- Be customer driven, both externally and internally
- Develop the attitude that conformance to customer expectations has top priority
- Understand that improvement includes everyone in all parts
They have to wait until the product is delivered and if the product is unsatisfying their expectation or has a defect itself, consumers have to return or exchange items, which will cause huge inconvenience for them
- Controlling activities: In order to provide a high quality customer experience, Blue Nile has to continue to invest substantial amounts of resources in our web site development
(5)볼보 (여성전용 컨셉트 카 YCC: Your Concept Car)
- 경제력 있는 독신 여성을 타겟으로 함
- 차량 제작팀 140명 가운데 100여명을 여성으로 채우는 한편, 설계와 기획, 도안, 제조 등 모든 과정에 여성들의 생각을 반영함
- 운전 시야 확보를 위한 시각 범위 문제해결
- 주차를 도와주는 주차도움 버튼
- 수
판매 전략으로는 런칭쇼와 전시 매장을 적극 활용하고, 사회와 소통하다는 측면에서는 20~30대 콘트라 섹슈얼 여성들의 사회적인 욕구 충족을 위해, 차량 구매 여성을 대상으로 하는 커뮤니티를 운영한다. 이 커뮤니티는 여성들이 롤 모델로 삼는 성공한 커리어 우먼들의 실무중심 강연회를 개최하거나,
Customer Expection) - CS(Customer Satisfaction) = GAP에서 GAP이 “0”이 되도록 하는 제반 활동을 말한다. 즉, 고객의 사전 기대치와 사후의 만족도에 대한 차이를 최소화하는 것이다.
여기서 고객이란 우리가 단순히 생각하는 외부고객뿐 아니라 내부고객까지 포함한다. 직원의 불만상태에서 외부고개의 만족을
customers than any other time because of the new emerging threat from the social game with a smartphone and a table PC. Moreover, unfortunately, the N3DS’s biggest attribute, which makes people experience 3D effect without any glasses, is not well-made as much as even Nintendo expected: the company announced that they would keep upgrading N3DS with supportive patches. Under this circumstance, e
Customers
- Groups of people aged between 20-30 including
college students
-Family units
Marketing Strategies
-All-in-one structure
of consumption based
on expected needs
-Customer-Consumer
differentiation approach
-Promotions on special occasions
Customer-Consumer Differentiation
“Attract Customers, Not Consumers”
Schools: Affiliations through