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