The Changing Global Marketplace Landscape: Understanding Customer Intentions, Attitudes, Beliefs, and Feelings

By Bob Ssekyanzi

Bob Ssekyanzi is the founder, president, and executive partner of Braf Business Consultants & Traders, a business consulting company based in Houston, Texas. He has extensive knowledge and skills in logistics, data analysis, inventory management control and analysis, and supply chain management concepts.

• Language: English
• Publisher: Xlibris US
• Release date: Apr 5, 2016
• ISBN: 9781514480908

Bob Ssekyanzi

Bob Ssekyanzi, lifelong learner and business specialist, has worked in many public and private business sectors as an accountant, quality control analyst, and business analyst. Educated in the United States, he received a bachelors' in business management and a master of business administration and international operations from LeTourneau University, Longview, Texas, as well as a doctorate degree in business administration and management with a specialization in purchasing and supply chain management from Jones International University, Centennial, Colorado, USA.

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Copyright © 2016 by Bob Ssekyanzi.

All rights reserved. No part of this book may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording, or by any information storage and retrieval system, without permission in writing from the copyright owner.

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Rev. date: 04/04/2016

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Contents

Customer Intentions

Customer Attitudes

Attitude Formation

Feelings As Part of the Advertising Experience

Attitude Resistance

Environmental Influences on Customer Behavior

Culture

Values and Norms

Adopting Strategies to Changing Cultures

Influence of Culture on Pre-Purchase and Purchase Proper

The Influence of Age-Related Microcultures on Values

National Culture and the Impact on Consumers

Social Class Microcultures

Market Segmentation

The Important Characteristics of Customer Service

Intangibility

Inseparability

Perishability and Fluctuating Demand

Client Relationship

Customer Effort

Uniformity

The Importance of Customer Service as a tool to Competitive Environment the Marketplace.

Customer Service Satisfaction Measurement

So What Determines Customer Satisfaction?

4 Fundamental Aspects of a Great Customer Service Philosophy :

The customer chain

To My Wife, Anna: Thank you very much for the ever-

lasting love, encouragement, and support in everything.

To our Children, Brenda, Rehema, Bob Jr.,

& Penny: Thank you very much for being a

reflection of God’s love and endurance.

To our Grandchildren, Denzel and

Dee: We love you dearly.

To my late parents, John & Philly: Thank you

very much for everything you taught me.

May your Souls Rest In Peace.

Customer service started out as help offered at a desk at the back of a department store, and evolved with the invention of the telephone. In today’s hyper-connected world, and given the competitive environment in the global marketplace, customer service is more than just the helpdesk associate who answers your questions when you call an 800 number for help. It has revolved and grown to encompass every interaction that a customer has with a brand. It includes phone, email, chat, web forms, and social communications, as well as self-service support sites. And it happens before, during, and after a sale

When it comes to defining the logistical concept of customer service, not everyone agrees on what it is exactly that makes up good customer service, but bad customer service isn’t quite as hard to