Topic this week is: how can I improve my organization regarding customer satisfatction/experience using the principles of persuation?
I think we could work more with our stuff, using their experpertise and great personalities! By encouraging the staff to give compliments to the customers we can make us of the principle liking.
When a customer likes the brand he or she will hopefully get inspired by visiting our shops, webside, instagram and such. We hope they will buy more when they see what others are wearing and what looks god together.
I´m writing in the assignment about Cathrine, one of the founders, designers and now also CEO, how we can us her as a professional and inspiraton in the marketing by letting her choose a few items and mark them on the webside and in stores as "Cathrines choice". She is a true inspiration and if you are a brandloyal customer you will definatly know who she is.
Using the same idea we can mark products with, for example "top of the week" and "our favorite".
tisdag 27 oktober 2015
onsdag 21 oktober 2015
Module 3 week 3
Hello everyone!
This weeks task is to write about and analyze two advertisments that is not from my own organization. I have chosen to look at Efva Attling, because it´s a company in the are similar the my organization, I think it will be interesting to analyze a company in the same business. The second company is Willys, a swedish food chain that I weekly buy food from.
Efva Attling
I will start by looking into Efva Attlings advertising. The adds are gorgeous, it is usually a nature theme with elements from nature as background. Because of the theme and style on the jewllery you can always tell it´s a Attling-add, even with not seeing the brand-name.
When looking at Dr Cialdini´s 6 shortcuts there is nr 5, liking, that I think that match the advertising od Attling. Evfa Attling is a true inspiration and her personality goes through the whole company. You want to be as classy and styslih as her and the brand, then you buy the products. This is associated with nr 3 in the model, Authority. The brand gives us a opportunity to be part of all of this by buying a jewellry.
The products are quite pricy and with a high price comes expectations of quality. According to The expectancy Disconfirmation Model Attling has to live up the these high expectations by making sure the jewellry and service are the best. Otherwise the customers will feel some dissatisfaction and reevaluate the brand.
But high expectations will make the customers satisfeid even if they are not fulfilled (video with Tore module 2). So maybe a high price and a cool brand can make us more satisfied than shopping at H&M?
Willys
So the second company to analyze is Willys "Sweden´s cheapest bag of groceries". This is a store I visit almost every week: I like the products and most of all, the prices! Willys has, according to me, been able to provide products that I can find in other food-stores but for a lower price. They also have a their own line of products in every Willys-store, a serie of cheaper products but with okey quality, a good alternative when you want to spend money on other things than food.
I think it´s nr. 4, Consistency that is the one of the Dr. Cialdini´s 6 shortcuts that I can apply on Willys. As a customer you are being able to sign up and become a Willy´s customer with some even lower prices on different products each week. By signing up and and get something good out of it we have commited to be a loyal customer. When being in the store knowing you have better prices as some items makes me look for them and sometimes buy them even if I didn´t need it. I feel like I´m smart and economic by doing my grocery-shopping at Willys!
Since the prices are lower than many other food-companys, we might not have the same high expectations of the products as we use to have? We are looking for cheap groceries and that is what we get. Our expectations are being fulfilled according to The Expectancy Disconfirmations Model.
This weeks task is to write about and analyze two advertisments that is not from my own organization. I have chosen to look at Efva Attling, because it´s a company in the are similar the my organization, I think it will be interesting to analyze a company in the same business. The second company is Willys, a swedish food chain that I weekly buy food from.
Efva Attling
I will start by looking into Efva Attlings advertising. The adds are gorgeous, it is usually a nature theme with elements from nature as background. Because of the theme and style on the jewllery you can always tell it´s a Attling-add, even with not seeing the brand-name.
When looking at Dr Cialdini´s 6 shortcuts there is nr 5, liking, that I think that match the advertising od Attling. Evfa Attling is a true inspiration and her personality goes through the whole company. You want to be as classy and styslih as her and the brand, then you buy the products. This is associated with nr 3 in the model, Authority. The brand gives us a opportunity to be part of all of this by buying a jewellry.
The products are quite pricy and with a high price comes expectations of quality. According to The expectancy Disconfirmation Model Attling has to live up the these high expectations by making sure the jewellry and service are the best. Otherwise the customers will feel some dissatisfaction and reevaluate the brand.
But high expectations will make the customers satisfeid even if they are not fulfilled (video with Tore module 2). So maybe a high price and a cool brand can make us more satisfied than shopping at H&M?
Willys
So the second company to analyze is Willys "Sweden´s cheapest bag of groceries". This is a store I visit almost every week: I like the products and most of all, the prices! Willys has, according to me, been able to provide products that I can find in other food-stores but for a lower price. They also have a their own line of products in every Willys-store, a serie of cheaper products but with okey quality, a good alternative when you want to spend money on other things than food.
I think it´s nr. 4, Consistency that is the one of the Dr. Cialdini´s 6 shortcuts that I can apply on Willys. As a customer you are being able to sign up and become a Willy´s customer with some even lower prices on different products each week. By signing up and and get something good out of it we have commited to be a loyal customer. When being in the store knowing you have better prices as some items makes me look for them and sometimes buy them even if I didn´t need it. I feel like I´m smart and economic by doing my grocery-shopping at Willys!
Since the prices are lower than many other food-companys, we might not have the same high expectations of the products as we use to have? We are looking for cheap groceries and that is what we get. Our expectations are being fulfilled according to The Expectancy Disconfirmations Model.
torsdag 15 oktober 2015
Module 3 week 2
Hello everone!
I´m now in Singapore and will be here for two months, it´s fantastic and so extremly hot. Now to the assignment for the week. I will reflect on the principles of persuation and relate to my organization.
To make it easier for you to read I will go through them one by one.
1, Reciprocity= the best example I can think of is when we give goodie-bags on events. In the goodiebags we use to but one product, a catalog and a rebate check to use on your next purchase.
I also think I can apply this on occasions when a customer gets that extra service in one of the shops. By giving that extra time and service the customer will get something extra than just a "normal" visit in the store.
2, Scarcity= Hm this is a tricky one in our business. When a product is in the catalog they get angry if we run out of the item, of course. And when it´s on sale they buy it because it´s cheap I think, not because it´s less of it left.
Maybe if we had some products that we launched as limited edition that would work?
3, Authority= The importance of having good stuff! Knowledgeable och well-informed staff is our key to satisfied customers, and probably everone elses to. In every shop there are a manager to help the others working there with quastions and solving problems. If there is a problem with a customers the managers can with hers/his authority often solve the problem faster than a "regular employed". The authority of the word "I will bring my boss" is incredible.
4, Consistency= In every store we have a book where customers can write their emai.-adress if they want to have VIP-offers and information. I think this is the closest we come to consistency.
5, Liking=This is the most important for us I think! Customers like our products, are being recemended and recommend to others, can identify with other customers and the brand. So interesting!
6, Consensus= People seems to buy a jewellry if we tell them it´s a classic or bought by many others. And of course the jewellries that we are wearing.
I could write much more but it would take you so time to read so I stop here. This is so interesting and it will be a pleasure reading your blogs!
I´m now in Singapore and will be here for two months, it´s fantastic and so extremly hot. Now to the assignment for the week. I will reflect on the principles of persuation and relate to my organization.
To make it easier for you to read I will go through them one by one.
1, Reciprocity= the best example I can think of is when we give goodie-bags on events. In the goodiebags we use to but one product, a catalog and a rebate check to use on your next purchase.
I also think I can apply this on occasions when a customer gets that extra service in one of the shops. By giving that extra time and service the customer will get something extra than just a "normal" visit in the store.
2, Scarcity= Hm this is a tricky one in our business. When a product is in the catalog they get angry if we run out of the item, of course. And when it´s on sale they buy it because it´s cheap I think, not because it´s less of it left.
Maybe if we had some products that we launched as limited edition that would work?
3, Authority= The importance of having good stuff! Knowledgeable och well-informed staff is our key to satisfied customers, and probably everone elses to. In every shop there are a manager to help the others working there with quastions and solving problems. If there is a problem with a customers the managers can with hers/his authority often solve the problem faster than a "regular employed". The authority of the word "I will bring my boss" is incredible.
4, Consistency= In every store we have a book where customers can write their emai.-adress if they want to have VIP-offers and information. I think this is the closest we come to consistency.
5, Liking=This is the most important for us I think! Customers like our products, are being recemended and recommend to others, can identify with other customers and the brand. So interesting!
6, Consensus= People seems to buy a jewellry if we tell them it´s a classic or bought by many others. And of course the jewellries that we are wearing.
I could write much more but it would take you so time to read so I stop here. This is so interesting and it will be a pleasure reading your blogs!
onsdag 7 oktober 2015
Module 3, week 1
Hello everyone!
New week and most of all new module! I´m so excited after watching the videos.
As I wrote earlier, I´m attending this course to widen my perspectives, and learning about Dr Cialdini´s 6 shortcuts sure does. This is so interesting and I can´t wait for learning more!
After looking at the videos I sat and thought about the steps and how I react myself in similar situations, it´s almost scary how well it matches how I react and act in the daily life.
New week and most of all new module! I´m so excited after watching the videos.
As I wrote earlier, I´m attending this course to widen my perspectives, and learning about Dr Cialdini´s 6 shortcuts sure does. This is so interesting and I can´t wait for learning more!
After looking at the videos I sat and thought about the steps and how I react myself in similar situations, it´s almost scary how well it matches how I react and act in the daily life.
torsdag 1 oktober 2015
Module 2 week 4
So first of all. in last weeks blogpost I mixed the theories from this course and another course I´m taking. So sorry if I confused anyone...
For this week I will reflect on the short- and long term effects of customer experiences.
Looking at my own situation I would say it depends if it´s new customer or someone who has been a customer for years. For a firsttime customer to get bad experince will influence the whole picture of the brand, the same experience for a brand-loyal customer would hopefully not do as much damage.
To be able to get brand-loyal customers we have to give them god experinces for a long period of time.
Let´s say we are having a problem with our products and can´t deliver on time. First time happening the customer will probably get a little bit irritable but not to bad if we inform and appologize. But if our problems continues and a customer experince this two or three times, we will no longer have that person as a loyal customer.
Can we make our customers happy or unhappy?
Yes of course we can. Once again it´s about expectations and our ability to fulfill them.
For this week I will reflect on the short- and long term effects of customer experiences.
Looking at my own situation I would say it depends if it´s new customer or someone who has been a customer for years. For a firsttime customer to get bad experince will influence the whole picture of the brand, the same experience for a brand-loyal customer would hopefully not do as much damage.
To be able to get brand-loyal customers we have to give them god experinces for a long period of time.
Let´s say we are having a problem with our products and can´t deliver on time. First time happening the customer will probably get a little bit irritable but not to bad if we inform and appologize. But if our problems continues and a customer experince this two or three times, we will no longer have that person as a loyal customer.
Can we make our customers happy or unhappy?
Yes of course we can. Once again it´s about expectations and our ability to fulfill them.
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