BM350 Marketing Management 4

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Ashworth College *

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BM350

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Marketing

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Apr 3, 2024

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Jennifer Egan AC0525806 BM350 Marketing Management Assignment 4 May 5, 2023 1. By definition, customer-perceived value is the difference between the prospective customer’s evaluation of all the benefits and costs of an offering and the perceived alternatives (Kotler & Keller, 2022). Customers need to feel they are getting what they are paying for. If a customer wants specific benefits in an item, they will expect to pay a little more for said benefits. The customer has to be comfortable with the cost and feel that the benefits are worth it. 2. Total customer satisfaction happens when a customer is completely satisfied with a product or service that the customer invested in. Customers will research and compare products or services and reach a decision to which choice they want to make. If the expectations fall short, total customer satisfaction is not met. However, if the product or service exceeds expectations, total customer satisfaction is met. Seeking customer satisfaction could be costly for a firm. Lowering price or increasing services may result in lower profits (Kotler & Keller, 2022). Customer satisfaction is not always the top goal of most companies. 3. Brands perform many valuable functions for a firm. First, they help organize inventory and accounting records. Brands also provide legal protection through trademarks, patents, copyrights and proprietary designs. Brands also shows quality (Kotler & Keller, 2022). Brand loyal
customers will gravitate to what they know and trust that will provide them with the quality and performance they are looking for. Changing an aspect of a brand can have lasting positive or negative effects. If an aspect of a brand is changed, and customers are no longer satisfied or deterred from the brand altogether, it could reduce revenue for the firm. 4. The two basic approaches to measuring brand equity are a direct approach and an indirect approach. The direct approach assesses the actual impact of brand knowledge on consumer response to different aspects of the marketing. The indirect approach asses the potential sources of brand equity by identifying and tracking consumer brand knowledge structures (Kotler & Keller, 2022). These two approaches complement each other and both can be used. For brand equity to perform, markers need to understand the sources of brand equity and how they effect outcomes of interest and how those sources and outcomes change over time (Kotler & Keller, 2022). 5. Starting up a small business can be difficult in a world of brand loyal customers. Deploying a new product with competitors to the right and left can almost ensure instant failure. But there are ways for the small business to gain support of a loyal brand community. Starting out, a small business can offer promotions or specials as a way to draw attention to their business and brand. For example, a craft store, which would compete with large chain hobby store, can offer a discount on specific popular items or a dollar amount off a certain total. Sampling is a great way to draw customers in. For example, a new coffee shop may offer a free sample of a house-made cold brew to compete with larger coffee brands in the area. This can lead to brand loyal customers making a purchase and supporting a new business. A small business can also focus on one or two strong brands to make them stand out from their competitors (Kotler & Keller, 2022).
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