Consumer Behaviour & Customer Service
About Course
Course Description
Learn to perform consumer analyses to develop an effective marketing strategy. Examine the principles of individual, group, and social dynamics influencing consumer behavior. Review the consumer decision-making process and marketing approaches that can be used to improve consumer sales performance and customer satisfaction. Students will also focus on strategies for reaching company goals, dealing with complaints and problems, winning back customers, providing exceptional service, problem-solving, time and stress management service skills, and creating loyal customers. It emphasizes the importance of effective communication and the impact of globalization on customer service.
Course Content
Topic 1 : CONSUMER BEHAVIOR AND MARKETING STRATEGY
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Lesson 1 : CONSUMER BEHAVIOR AND MARKETING STRATEGY
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Quiz 1 : CONSUMER BEHAVIOR AND MARKETING STRATEGY
Topic 2: CROSS-CULTURAL VARIATIONS IN CONSUMER BEHAVIOR
Topic: 4 The Changing American Society: Demographics and Social Stratification
Topic: 5 The Changing American Society: Subcultures
Topic 6: The Changing American Society: Families and Households
Topic: 7 Group Influences on Consumer Behavior
Topic: 8 Perception
Topic: 9 Learning, Memory, and Product Positioning
Topic: 10 Motivation, Personality, and Emotion
Topic: 11 Attitudes and Influencing Attitudes
Topic: 12 Self-Concept and Lifestyle
Topic: 13 Situational Influences
Topic: 14 Consumer Decision Process and Problem Recognition
Topic: 15 Information Search
Topic: 16 Alternative Evaluation and Selection
Topic: 17 Outlet Selection and Purchase
Topic: 18 Postpurchase Processes, Customer Satisfaction, and Customer Commitment
Topic: 19 Organizational Buyer Behavior
Topic: 20 Marketing Regulation and Consumer Behavior
Student Ratings & Reviews
great experience
Ma'am Suzette is a wonderful and knowledgeable teacher, she has a great influence on her students. Our class interactions have been a memorable experience, and a strong learning ground. Ma'am Suzette was able to create an pleasantly engaging learning environment for her students. Ma'am Suzette is also very considerate and empathetic towards her students, and I felt equally respected amongst my class. I look forward to be able to have Ma'am Suzette as a teacher for any future courses. She is an asset for the school, highly recommendable.