Leveraging customer service to build brand equity

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  • date post

    07-Aug-2015
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    Marketing

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Transcript of Leveraging customer service to build brand equity

  1. 1. Neil Withers 14011371 PHBL ALCHEMY
  2. 2. Neil Withers 14011371 PHBL ALCHEMY
  3. 3. Neil Withers 14011371 PHBL ALCHEMY
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  5. 5. brand
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  7. 7. Neil Withers 14011371 PHBL ALCHEMY
  8. 8. Completely disagree 6% Disagree 25% Neither agree nor disagree 32% Agree 32% Completely agree 5%
  9. 9. English: Afrikaans Ages between 25 to 34 People without a smartphone
  10. 10. 22.1% 42.6% 4.9% 15.6% 2.5% 30.3%
  11. 11. Price 6% Customer service 20% Convenience 18% I feel the brand is valuable 11% I have been with the brand so long 35% Other 10%
  12. 12. 7.8% 19.5% 3.9% 68.8% 0.0%
  13. 13. Price 13% Customer service 8% This brand represents me 1%Convenience 14% I feel the brand is valuable 8% I have been with the brand so long 56%
  14. 14. Agree 36% Completel y agree 56% I'm likely to recommend a brand to friends and family after receiving good customer service Agree 41% Completel y agree 48% After receiving good customer service, I become more loyal towards the particular brand.
  15. 15. Agree 48% Completely agree 5% Marketing in South Africa is generally good. Completely disagree 19% Disagree 48% Customer service in South Africa is generally good.
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  20. 20. Neil Withers 14011371 PHBL ALCHEMY
  21. 21. Neil Withers
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