Question

1. If you had to reach a customer segment of “tweens” (kids between 8 and 13), which medium would you choose? What about for men in their 30s? Men in their 60s? In which medium would you advertise if you ran one of your city’s performing arts centers?

2. Do you post personal photos or videos on your Facebook page? What do you think about companies that research their job candidates’ Facebook pages before hiring them?

3. New businesses are frequently launched as a means to smooth over dissatisfaction with a current glitch in the industry. Pick some industry or brand that you experienced customer dissatisfaction problem(s). For example, if you find flying annoying, or you’re not happy with your dentist (or professor?), what changes could you make that would enhance customer satisfaction?

Answer 1

1 Tweens are best reached through the television advertisement as a result of the increased viewership during that age. Men in their 30s I would say would most likely be reached through social networking sites, email with additional advertisement done through movie advertisement and television. Men in their 60s would likely be through radio, magazine ads and TV ads. If I ran an advertisement of the city’s performing arts center it would be through the radio, as the listenership of the radio seems to be drawn into news and classical radio, I would also say the newspaper as an additional medium.

2 I post one or two neutral pictures of myself and keep it always professional. I’ve never posted any videos of myself. I think its important to realize that once you post something on the internet, its permanent and you should never assume privacy. Especially videos or statements can get “misinterpreted” and its bet to not commit to anything publicly that can be turned on you at a later time. I think that companies who research a candidatesfacebook or other social media sites is trying to find out more about the individual that is candid and sincere. Often it is hard to gauge what you are getting by a single interview or brief meeting, it is often when individuals think no one else is looking that you find out who they really are. I have no problem with a company who does this to learn more about their candidates.

3

New businesses are introduced to stiff the competition and introduce more features or services to enhance the customer experience.

I have been working in the banking department and see a lot of dissatisfied customers. Dissatisfaction is mainly due to the service provided by the front-line staff, the banking rules, and turn around time in providing services.

These can be achieved by

1. Providing competitive training for all staff members.

2. Practical delivery times displayed to the customers instead of providing the customers with industry-specific turnaround times.

3. Automated technology can be used to serve the customer’s basic purposes like deposits or account opening or atm card issuance, etc.. This helps in serving the customers at the doorstep and saving the time. This lessens convenience risk as well as provide psychological satisfaction of safety and security.

4. The employees can be asked to be courteous and helpful.

5. Upper and middle management should recognize those employees who go out of the way to provide customers with the best performance and create a positive image on the Bank.

The level of satisfaction can be improved among the customers if the bank focuses more on providing better services and employs courteous, decent, well-mannered employees who know how to serve a customer. Most of the banks are still struggling with having the right mix of customer service.

For the Banking sector, only one saying goes, “happy employees lead to happy customers.”