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CUSTOMERS

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Arriane Kate Sanoy
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14 views20 pages

CUSTOMERS

Uploaded by

Arriane Kate Sanoy
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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Group 1

CUSTOMERS
CREATIVITY AND INNOVATION
Presents

Visit Our Website:


www.innovation.com
Definition
Customer
• A customer is as a person or
a business who buys a good,
product, or service

Role

• They drive revenues


• Purchase goods and services
Customer Needs

These are the named


and unnamed needs
your customer has
when they come in
contact with your
business, your
competitors, or when
they search for the
solutions you
provide.
Types of Customer
• Any business relies heavily on its customers. It is necessary to
categorize and segment various customer types in order to
better understand customer behavior and allocate resources to
different customers in order to maximize profit. Businesses can
better equip themselves to develop successful strategies by
understanding the various customer types.

Loyal Discount Impulse


Customers Customers Customers

Need based Wandering


Customers Customers
Loyal
Customers These consumers tend to be fewer in number
but generate more revenue and profit than
other sorts of customers since they are the
most contented.

Discount
Customers
Are also frequent customers, but they only
contribute to a firm when they are given
discounts on standard goods and brands or when
they only purchase inexpensive goods.
Impulse These customers are difficult to convince as
Customers they want to do the business in urge or caprice.
They don't have any specific products on their
list, but they feel compelled to acquire whatever
they think is worthwhile and useful at the time.

Need-based
These clients are product-specific and only
Customers
frequently purchase goods or those for which
they have a particular demand. While they are
regular consumers, they rarely participate in
purchases, making it challenging to please them.
Wandering
Customers These consumers are the least profitable since
occasionally they are unsure about what to
buy. These consumers are typically new to the
sector and frequently simply visit vendors to
clarify their need for items.
Types of Customer needs

Price Choice

Quality Convenience
Types of Customer needs

It is the price a customer pays for a


good or service. While buying a good
or service, customers want to pay a
Price reasonable price.

It has to do with how high-quality the


provided item or service is. Regardless of
the price a customer pays for a good or
service, they always anticipate some level
of quality. Quality
Types of Customer needs

While purchasing goods, customers have


a variety of wants and preferences. They
may prefer particular designs, sizes, or
even whole other things.
Choice

Convenience is something that customers and


consumers demand, and they're frequently
ready to pay extra for it. It has to do with
making anything simpler, faster, or generally
less troublesome for customers.
Convenience
How to meet customer needs
1. Understand Your Customer’s Needs
Correctly identifying customers' needs is essential for
ensuring customer satisfaction and loyalty. Therefore,
you must know and understand what their needs are.

2. Show you genuinely care


As a general rule, people want to connect beyond the
professional level. That’s why it pays off to be friendly
and personal. Find out what you have in common with
customers and engage on that subject.
How to meet customer needs

3. Create
Craft product features or create content that speaks to
your customer's needs.

4. Listen to their Feedback


Part of understanding your customers is listening to
them. Your customers’ feedbacks have a wealth of
information to offer, which will help you improve their
customer experience.
What is Voice of Customer?
• Voice of Customer is the customer’s voice,
expectations, preferences, comments, of a product
or service in discussion. It is the statement made by
the customer on a particular product or service.

• The feedback that we get from our Clients and End-


customers.
Customer Needs and
Requirements

Need Requirement
A desire or an An attribute of the
expectation of a product or service which
customer from a given fulfils the needs of a
product or service. customer.
1 Surveys
Voice of
2 Interviews
Customer
3 Focus Groups
(VOC)
4
Method: Suggestions

5 Observations
1 2
Surveys are a designed Interviews are individual
set of questionnaire meetings with potential
which is sent out to or existing customers
potential or existing where a set of questions
customers. Surveys are are asked and answers
cost effective, however, are discussed to
have very low response understand customer
rate voices
3 4

A group of people are


Client/Customer/
called together in one
Employee feedback is
conference room and a
received and treated as
discussion is held on
suggestion to improve
specific topics that need
product or service.
to be addressed.
5

During the course of the


process, individuals can
have observations and
can provide feedback to
the process which does
act as a Voice of
Customer.
SIX SIGMA - TRANSLATING VOICE OF
CUSTOMER INTO REQUIREMENTS
Group 1

THANK YOU
FOR YOUR ATTENTION

Visit Our Website:


www.innovation.com

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