Answer to Question #226148 in Management for miki

Question

Discuss the mechanisms organizations to know customer needs and how organizations satisfy customer needs better than competitors

Answer 1

An organization should know the customer needs in order to satisfy them better. Mechanisms that organizations should use include; reviewing past surveys, customer interviews, and customer-support call logs. Secondly, interviewing stakeholders such as sales teams since they know the product and the customer. They often have a list of feature requests, bug reports, and enhancements straight from the customer’s mouth. Thirdly, an organization should map customer process and customer journey which involves visualization of the process a customer goes through when engaging with a product or service. It takes process mapping to a new level by including multiple phases and touchpoints a person goes through from prospect to loyal customer. Lastly, an organization can interview customers and conduct voice of customer surveys which will help them what the customer has to say about their products and their needs too.

Organizations should be competitive in order to satisfy customer needs, it should undertake measures as conduct and optimize competitor analysis, identify your competitive advantage and maximize these strengths to attract new customers invest in digital marketing, adapt to your consumers' behavior, and offer competitive prices in the market, persuade existing customers to advocate their brand through referral marketing strategies, like refer-a-friend schemes, and lastly identify gaps in the market and create brand loyalty.