What is the “Reciprocity Principle” of marketing?

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MNGT 138

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What is the “Reciprocity Principle” of marketing?

This has to do with the psychology of relationships, otherwise defined as a human need, that we are compelled to give something back when a gift is received. So using this concept in marketing, when the buyer receives something free from the seller, the buyer feels indebted to do something back such as making a purchase.

Though to best utilize this principle in marketing, is for the business to create a ‘gift’ of significant value for the customer. This is a powerful way to introduce your business to new audiences but also to create loyalty for your already established customers/clients.

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What 9Round currently uses for their reciprocity principle is 1 free workout to try their services. If I was to implement a new marketing strategy, I would change this offer to “Try 9Round 10 days for free!”

With just one free workout that is 30 minutes, there is no way that the all many potential best benefits of using 9Round could not be experienced within the 30 minutes to convince the new person into committing to a membership. The conversion rate from 1 free trial to a life-long member, could possibly not be the best numbers that the owners are hoping to achieve.

With 10 days free, the customer will get more time to meet other staff members, meet members of the gym and begin to develop relationships within their community. As the 10 days go along, they will begin to develop a new habit of incorporating 9Round into their daily routine. The customer will see more value in committing to this ‘community’ than just paying for a membership.

Customer Service in Problem Solving

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MNGT 136

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For this assignment, we are given a scenario; that as a web designer significant issues are discovered in the testing. The client does not want to pay any more to fix the problems and just “roll” with the site as it is. How would I deal with the problem?

In my Customer Service class, a student had described a company’s service he had received as “Customer Service on Steroids.” I took his point as a mantra I wanted for future business.

So, I will be referencing the steps I have learned in that class.

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First of all, I would like to say; I am hoping to make any situation as a “win-win” for all involved. To best resolve issues by keeping everyone’s dignity intact, and also have all involved feel that there is some sort of satisfaction for the end results.

The Problem-Solving Process:

  1. Identify the Problem: Begin the problem-solving process with apologies for any inconvenience that they have felt caused by you or your organization. Taking responsibility will show your client you are aware there is an issue, and you are working to resolve the situation. Then gather information about the issues at hand that need to be dealt with to resolve.
  2. Compile and Analyze the Data: To efficiently determine a course of action, you need a thorough understanding of the problems.
  3. Identify The Alternatives: Let the client know you are willing to work with them to find an acceptable resolution to the issue.
  4. Evaluate the Alternatives:
    1. What is the most efficient way to solve this problem?
    2. Which are the most effective options for solving these problems?
    3. Will the options being considered solve the problem and satisfy the customer?
    4. Will the selected alternative create new issues?
  5. Monitor the Results: Once a decision has been made, monitor the effects of the results. Do not assume that your client is satisfied, especially if any negotiation has taken place to resolve the issues.

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Also, keep in mind, that rolling with the site with issues, could become a calling card of the work you did, and could possibly affect future business. So finding a win-win situation to find a solution for all involved is critical for their business and yours.

Reference

Lucas, R. W. (2015). Customer Service Skills for Success(6th ed.). New York, NY: McGraw Hill Education.

Website Breadcrumbs & Stops Signs for Usability

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MGNT 136

Breadcrumbs

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There are many ways to increase the usability of a website for the potential customer’s experience better. One way is to use breadcrumbs in the design strategy. Providing Breadcrumbs is vital for the user to navigate through a website with a vast database and feel lost in the information presented on web pages.

Pierce College Website:

Pierce uses tabs as a form of breadcrumbs to show where you are on the website. You can see that you are on the Academic Catalog page, also that you can still return to the homepage or other categories that are within the site.

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Stop Signs

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Creating for usability is customers to be able to navigate the website to answer their questions. The design should have in place clear signs to the content they will find. If the design is not user-friendly in the organizational design, the user will leave the website.

Pierce College Website:

The stop signs on the Pierce website has the search box, access to MYPIERCE, CANVAS and the ABOUT US. Along with more areas that are related to your college education. The stop signs are apparent to the information that will follow when you access those groups.

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Reference

Krug, S. (2014). Don’t Make Me Think Revisited (3 ed.). (E. Bayle, Ed.) New Riders.

FAKE JOB POSTING FOR THAT DREAM JOB THAT YOU CANNOT WAIT TO GET TO EVERY SINGLE DAY!

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ENDS OF THE EARTH YOGA STUDIO is power yoga to taken to the next level. Based in the Pierce County and inspiring the Pacific Northwest to try classes that are dynamic & fun! Where we have teachers are inspired and creative to achieve your yoga needs in a 60-minute class. We are looking to for individuals that are accomplishing “customer service on steroids” in our everyday interactions with our guests/students.

If you love engaging with others, understand the importance and excited to be representative for ENDS OF THE EARTH YOGA STUDIO brand to our guests. We are looking for someone who is resilient and an excellent communicator and always strive to perform outstanding service to our guests.

As Front Desk/Social Media Manager  is for we are not looking for individuals that have customer service skills, we are looking to design and stay innovative with our social marketing strategies. We are creating a team that is essential in currents trends within the Yoga industry, also using strategies for our website, app, and other social media content.

The Front Desk/Social Media Manager is also essential in creating, developing and implementing loyalty programs to create long-lasting relationships with our students and staff.

Pay range $16.00-$25.00 per hour D.O.E.

Responsibilities:

  • Part of the duties as Front Desk Manager is to collaborate with all staff in their areas of expertise to coordinate posting campaigns.
  • Set up and optimize company pages within each platform to increase visibility of company’s social content
  • Create content calendars and strategies of cross-promoting between studio and instructors
  • Stay current on market trends within our industry and local competition for the studio

Requirements:

  • Proven working experience in social media, marketing or as digital media specialist
  • Demonstrate social networking experience and social analytics tools knowledge
  • Excellent consulting, writing, editing (photo/video/text), presentation and communication skills
  • Positive attitude, detail and customer oriented with good multitasking and organizational ability
  • Minimum is Social Media Marketing Certification

Amazon, Hello Fresh…my love letters to you…

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Do you have a favorite company that has put all your needs together in such an enticing package that you have been converted for life. Well my task was to explain two companies that give me those warm and happy feelings because they have the customers needs front and center.

The following was how I was inspired to share my feelings about Amazon & Hello Fresh.


 

Amazon logo

Hello April,

While you have been away, I have been shopping for many things you did not know that you needed. Looking at your last purchases and your shopping list its time to re-evaluate some options!

We did not know that you were planning on letting your mother use  your site, so we decided we would show you what happens when you let others come between us….. So I feel you now  need a calendar, another book on yoga, calcium, hair dye,  and to watch the movie the Tick!

 Also, we have scanned your lists and would like to inform you that your wish list is ridiculous!

Always thinking about you,

Amazon 🙂

My Dearest Amazon,

 I know it’s been awhile. Apparently, you were looking out for me…looking into items I need, finding more items I didn’t know I should have and telling what the cool kids are buying.

I appreciate the time you spend with updating texts telling me exactly where my packages are throughout the day; I get a thrill knowing you are close!

I do enjoy your special deliveries; I wait with anticipation to find your thoughtful packages…..hopefully before some (not kind word here) takes it off my porch. I always know when they are from you Amazon.

 Before you Amazon,  I would watch my neighbors get packages from the mail lady, who so lovingly granny tossed those packages  at their door, and think someday I would like to have all my needs met without wondering stores and wasting time at the malls.

Maybe someday,  I could  get my wildest desires  tossed at my door.

That day has come because of you Amazon!  I no longer have that mail lady that took care of us on the military base, I moved far away…but  I discovered you Amazon!

 Sorry about my mother interrupting up what we had going on together, it won’t happen again.

Really the Tick! Now you’re just silly😉

Thanks for the memories, of how I used to go shopping,

April


Hello fresh logo

Hello Fresh,

You are now my new best friend!

From the moment I looked at your website, I was excited! You are the personal chef  all woman want! You do the shopping and put together unique and variety of dinners for me. Your pictures are beautiful with so many options for meals. How easy you make it for me to plan my dinners with such incredible choices…or I could be crazy and just let you pick out my dinners for me.

 

hello fresh wine

OOOhhh Helllllloooo Fresh how enticing and a little naughty with a wine selection to go with dinner, now I also have my own sommelier to select and pair my wine to these dinner creations.

Ooooohhh You know how I love gadgets, kitchen gadgets that make the experience feel like I’m in the kitchen of a celebrity chef. Oh, how you get me…..Hello Fresh.      

 

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When your box comes, the house is filled with delight!  Inside that box of wonder, is everything I need. Packaged is each individual meal with anticipation growing, beautiful recipe cards of each spectacular meal, easy to read with lovely pictures. The steps are easy, that flow the process to create that fantastic dinner tonight!

Hurry Hello Fresh, hurry home!

With all my love and delight,

April