ABM (Customer Relationship and Customer Service) PDF

Preview

Summary

Customer Relationship and Customer Service...

Description

PT 1 List 5 products or services that you regularly purchase or avail of. Describe the value that you gain from them. Product/Service

Perceived Value

1. Modess Napkin

- It is comfortable to me and gives me satisfaction when I use it. Also, it is a popular brand name so I used to purchase this product. - It is appropriate in my skin and satisfied with what I expect in this product. Also, this is the only soap that I always use because I love the smell of it. -I purchased this product because it really satisfied my expectations. They make assurance that their product is really good for all consumers like me. -My family used this service because it provides good service but of course, there are days that it is really not good but still, we chose this service. -Ever since, this mineral water is my favourite because it has a good taste and satisfies me. This service is really recommended.

2. Dove Soap

3. Victoria secret perfume

4. Wifi Globe Telecomm

5. Zaldy Mineral Water

PT 2 The Nintendo Wii and Reassessing Customer Value

For years, the Nintendo company has been lagging behind in the console market. Its most recent console, the Gamecube, which was released in 2001, has been outperformed by Microsoft’s Xbox and Sony’s Play station consoles. While the top consoles appealed to hardcore gamers because of their features, functions, and gaming titles, Nintendo decided to bridge the gap in its performance in the console market by appealing to different market – non-gamer customers.

With this in mind, Nintendo developed the Wii – a gaming console which tracked body movements rather than relying on button presses on a controller. This unique approach to gaming was intended to appeal to people who viewed gaming as a “fun experience”. The company believed that the ease of use as well as the fun factor would enhance customer value. The Nintendo Wii was introduced in 2006. Its marketing primarily targeted women, families, and senior citizens, groups which were not primarily targeted by gaming companies. As a result, the company was able to tap into a new market for the gaming industry. In particular, the Wii was selling very well among senior citizens and was popular in many retirement homes because it enabled older people to engage in low-impact physical activity through gaming. Nintendo also offered games which appealed more to older people such as bowling and fitness games. The console also became popular across age groups, and the Wii was soon outselling its competing consoles. As of 2016, sales of the Wii have amounted to about 101 million units worldwide.

Questions: 1. What was Nintendo’s approach to establishing customer value with its Wii? Its approach is digital marketing which presents the service of Nintendo. Also, they wanted to provide good quality and satisfied their consumers. 2. How effective was Nintendo’s approach to marketing the Wii? What were the indications of its success? It is effective because by establishing this service, many people used this service especially those adults. They used this service for a fun experience. The indication of this service is that when the unexpected consumers which are the adults use this service and at the same time, enjoy this. It becomes more popular to the senior citizens because it provides a physical activity which can improve their health. 3. Though the Wii was initially marketed to certain groups, it still found wide appeal among the gaming public. Why is this so? Because they used to innovate their service and at the same time, consider the needs and wants of their consumers especially those people who are senior citizens. They provide good service and because of that, consumers patronize their service....