Process and Customer Orientation | Management Optional Notes for UPSC PDF Download

Customer-Focused Business Strategies

• Putting Customers First:
  • A customer-focused business cares a lot about what its customers need and want.
  • It's like saying, "Our customers are the most important part of our business."
• Quality Products for Happy Customers:
  • To make customers happy, the business works hard to create products that people really like.
  • It's about making things that customers appreciate and enjoy.
• Quick and Respectful Responses:
  • When customers have questions or concerns, a good business doesn't make them wait.
  • They respond fast and with respect, showing they care about what the customers are saying.
• Being Community-Sensitive:
  • A customer-focused business also cares about the community.
  • They handle community issues with care, showing they want to be a good neighbor and make a positive impact.

Summary

• A customer-focused business does things to make sure customers are happy and satisfied.
• This includes making quality products, responding quickly to customer needs, and being considerate of community concerns.

Understanding Social Marketing

• Putting Customers First:
  • Social marketing starts by understanding the people it wants to help, knowing their thoughts, feelings, and the world around them.
• Behavioral Goals and Understanding Actions:
  • The focus is on figuring out what people are already doing and the things that influence them. Then, setting clear goals for actions that can be measured and taken in steps over time.
• Mix of Methods for Goals:
  • Social marketing uses a mix of different ways to reach its goals. This is like having a toolbox with various tools. When planning, it's called the 'intervention mix,' and when doing the actual work, it's the 'marketing mix.'
• Targeting Specific Audiences:
  • It's important to focus on specific groups of people to be effective. This is done through audience segmentation, meaning breaking down the larger audience into smaller, more targeted groups.
• Understanding 'Exchange':
  • Social marketing is like a give-and-take. It understands what is expected from people and what it truly costs them. It's a fair exchange.
• Considering Competition for Attention:
  • Social marketers know there are many things competing for people's attention and time. It's like a competition. Understanding these factors helps in creating effective strategies.

Summary

Social marketing is about understanding people, setting clear goals, using various methods, focusing on specific groups, considering fair exchanges, and being aware of the competition for people's attention and time.