Welcome toHow to Winning

Customer in the MarketplaceDra. PURWANTI DYAH PRAMANIK, M.Si

RINA SUPRINA, M.Hum, M.Si.Par

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In the Market placeFor Winning Customers

Do you knowThe Criteria & its Example

AVAILABILITY1Web-sites for booking hotels, airline tickets, amusement park ticket.

CONVENIENCE2Fast-food restaurants selects location on busy streets.

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DEPENDABILITY3On-time for airlines.

PERSONALIZATION4Hotels have discovered that repeat customers respond to being greeted by their name.

http://www.customerexperiencemagazine.co.uk/wp-content/uploads/2013/10/Hotel-doorman.jpg

PRICE5Price is viewed as being a surrogate for quality

http://www.terrytsang.com/wp-content/uploads/2014/05/price_tag.jpg

QUALITY6Judged by the process of service delivery and the outcome of the service.

http://www.oldershawbrewery.co.uk/wp-content/uploads/2015/07/SellingService.jpg

REPUTATION7Can be built by positive word-of-mouth.

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SAFETY8The safety in air travel or amusement parks.

http://www.imagebase.net/var/albums/Concept/imagebase14_29-1036341462.jpg

SPEED9Customers do not wait.

https://static.pexels.com/photos/989/fashion-man-person-hand.jpg