People
The people that a customer comes into contact with, and the service they provide can have a direct effect on customer satisfaction and loyalty.
People
The people element of the extended marketing mix refers to any member of staff who is in contact with the customers of a business.
Customers are important to a business. They are the people who buy the goods or services it provides.
If customers are not satisfied...
- then the business will not be able to sell its goods or services...
- therefore no profit will be made...
- ...and the company may go out of business.
Customer satisfaction relies on good customer service. This is provided by the people who work for the organisation.
A cafe provides a case study on the importance of good customer service to a business.
The people (employees) who a customer meets before, during and after they have purchased a good or service can have a direct effect on whether customers will purchase from the company again.
If customers receive a good quality service...
- they will be more likely to return (customer loyalty)...
- which will lead to increased sales and profits
- It would also mean that customers do not take their business to competitors.
