Question

Respond to the following in a minimum of 175 words:

Discuss the ways in which business to business buying behavior differs from consumer purchasing. Consider in your discussion the purchasing decision as well and ways to measure customer satisfaction and loyalty.

Answer 1

The business processes you use and the kinds of products you offer enter into the way that businesses and consumers purchase your products and view your business. According to George N. Root III, he states “most purchases made by a business are planned in advance, where the same purchases might be impulse buys for a consumer. For example, a business will plan an employee lunch, choose the menu in advance, and have the order in place to be catered on a particular day. A consumer's decision on where to go for lunch is often made just minutes before the lunch break. To be able to accommodate both business and consumer purchases, you need to have a structure in place that allows businesses to plan their purchases while still offering impulse options to consumers”.

In today's world of uber social media, customer experience is visible to the entire networked world in real-time. Customers choose restaurants based on positive reviews and the same holds for nearly every other area in the life of a consumer. Developing and maintaining a high level of customer satisfaction is an important part of any organization's strategy and operating plans. You can measure customer satisfaction and loyalty by creating a customer satisfaction survey. Another, key driver analysis that tells you what is most important to your customers and where to spend your money to get the greatest increase in customer satisfaction. Also, key performance indicators that help to monitor their progress against key goals and strategies. Identifying the proper KPIs is a challenging managerial task.