i attached the last assignment to help with this. this includes the company that was used (tesla) so you can keep using this info.
Key Assignment
Part 1
Develop your Customer Satisfaction and Product Guarantee Plan for the product that you selected in Unit 1.
Your plan will include the following:
- Section I: Company and Brand Information
- Section II: Product Pitch Script
- This section will optimize the perfect pitch for selling your brand.
- It includes features and benefits of the product.
- Section III: Cross-Selling and Promotional Opportunities
- This section will examine and recommend 2 complementing products for your brand, relevant to the customer’s lifestyle, to build brand awareness and loyalty.
- Develop 1 promotional campaign for selling these complementing products.
Part 2
Prepare a Product Promise and Guarantee Section for your plan based on your research and experiences throughout Weeks 1–4. Add this information as Section IV of the plan.
Final Key Assignment Sections
- Section I: Company and Brand Information
- Section II: Product Pitch Script
- This section will optimize the perfect pitch for selling your brand.
- It includes features and benefits of the product.
- Section III: Cross-Selling and Promotional Opportunities
- This section will examine and recommend 2 complementing products for your brand, relevant to the customer’s lifestyle, to build brand awareness and loyalty.
- Develop 1 promotional campaign for selling these complementing products.
- Section IV: The Product Promise and Guarantee
Customer Satisfaction
Jacob Hurst
CTU
CB460
Professor Vigdor
12/16/2020
Customer Satisfaction
Rules of Customer Satisfaction
Every interaction matters. In the current digital era, customers will share their feedback on social media. This can impact the reputation of the brand positively or negatively. In the current trend, customers are becoming complex. The brand should improve customer service on every channel every time (Oh, & Kim, 2017). This will make the brand unique and maintain customers from shifting to competitors. The moment the customers become upset with the service, the situation should be handled correctly. It is believed that the most upset customer can become a loyal customer. The best way to go about it is to apologize, solve the problem quickly, and learn from the mistake.
Keeping the customer’s information safe should be given priority. Breaching customer data is becoming a significant concern. The brand should have a comprehensive security plan for customers. Making things simple and friendly will provide the customer with the best experience. Customers want a user-friendly experience. Not make assumptions. In the current error, customer demands are changing with time (Oh, & Kim, 2017). Asking customer’s opinions will matter a lot. The brand should be adaptable. In the current era of the internet of everything, many things are changing every day. Listening to customers should be a priority. To meet the customer’s expectations, listening to them will require energy and concentration. Customer complaints should be valued as a valuable asset.
Company and Brand Information
Tesla, Inc. is American clean energy and electric vehicle company based in California. Currently, Tesla not only manufactures electrical cars but also scalable clean energy generation and storage products. The engineers came up with the idea of manufacturing electric vehicles to prove to the people that they can be faster and more fun to drive than fuel cars. The current electric cars include different models such as Model S the best car, Model X the sports car that is safest and fastest, Model 3 is priced low but has a high volume of all-electric vehicles. There is also Model Y. For the electric cars to become successfully sustainable, they manufacture energy solutions such as Powerpack, solar roof, and Power wall for the businesses and households be able to sustain renewable energy.
Product Pitch Script
The product pitch script will focus on educating customers. Teaching the customers more about the brand and backing it up with facts that will make the audience understand more about it. Most of the customers are believed to make decisions based on emotions. The emotional appeal should make the customer feel as if he is making the right decision of purchasing the product (Han, L., & Bittner, 2019). The customer should find a convenient reason for choosing electric cars over fuel cars. The presentation should entail the unique characters of electric cars and energy solutions. The effective perfect pitch will be short and precise.
The pitch will entail how Tesla came to solve the marketplace’s challenges and relate the customer response towards it. Before the existence of Tesla, the market had products that were costly and inefficient. Tesla came in, and the customers enjoy the use of its quality products that last for long and are renewable. The pitch should focus on the benefits and never focus on the features will make it easier to convince the customers (Kocas, Pauwels, & Bohlmann, 2018). The Tesla services will include how it is easy to use, its variety of products, and the durability of the products. Tesla accessibility has unique options that other competitors will not offer. Tesla products are cost-effective and affordable.
Cross-Selling and Promotional Opportunities.
Cross-selling is the process of selling other products to customers to increase sales volume. For effective cross-selling of Tesla products, it is advisable to take advantage of drip emails. After selling the product to a first-time customer, it is not advisable to cross-sell the product immediately. It may interfere with the new relationship. Waiting for a short time is the best approach to cross-selling (Sumartha, Samopa, Sumartha, & Samopa, 2017). The best approach is to create a drip campaign that customers will follow automatically. The drip campaign will introduce the new customer to the importance of copywriting in just one email. The third email should be to send an offer for the customer to buy another Tesla product such as a solar panel. With this strategy, cross-selling will be achieved.
Another strategy for cross-selling is to wait until one can win the customer. After providing the customer with the best Tesla car model, and giving the customer the best service, the cross-selling tactic will be most effective at this point. During the first experience, there is a good relationship that will lead to more deals in the future. The next process will be to establish the market channels the customer was using previously and evaluate what is not working to offer another product. This will also help to build customer loyalty.
The promotional campaign for selling the Tesla complementary products such as energy storage batteries, solar panels, solar roof tiles among many others, will involve running a social media contest. This is the most effective way of running the campaign because it is fun and the most comfortable means of engaging customers. The process will bring many people on the board because they want to emerge as winners in the contest (Kocas, Pauwels, & Bohlmann, 2018). The customers will be spreading the information to other people for them to win the competition; thus, this will create brand awareness. Announcing the competition across all the media platforms is the most effective way, such as Twitter, Instagram, and Facebook.
In the process of running the campaign, there will be increased traffic as the buyers want to win the products. Placing the complementary product in the platform will increase the awareness while others will fall for the development and purchase. To make this practical, creating fun while advertising will create new customers. The strategy will also create awareness to customers who are not aware of the existence of complementary products (Kocas, Pauwels, & Bohlmann, 2018). The design should be attractive and straightforward for the customers to understand quickly and pay more attention to it.
In conclusion, customer feedback matters a lot. The company should pay attention to what customers suggest, and if there need changes, it should be taken positively. Customer service should be at the center of delivering service. Good customer service will increase the customer base as clients want a brand that listens to their concerns. The customer’s information should be kept confidential since breeching the information can cost the company negatively. Product pitch should improve the customer’s knowledge and give them the confidence in purchasing the product. Effective pitching should convince customers how the product will solve their challenges. Cross-selling of the product involves making the customer buy another product offered by the brand. The cross-selling product process should be done so that it will not be a turn off to the customers. The promotional campaign should be aimed at creating brand awareness and increase sales revenue.
References
Oh, H., & Kim, K. (2017). Customer satisfaction, service quality, and customer value: years 2000-2015. International Journal of Contemporary Hospitality Management.
Han, L., & Bittner, R. M. (2019). U.S. Patent Application No. 16/414,387.
Kocas, C., Pauwels, K., & Bohlmann, J. D. (2018). Pricing best sellers and traffic generators: the role of asymmetric cross-selling. Journal of Interactive Marketing, 41, 28-43.
Sumartha, P. S., Samopa, F., Sumartha, P. S., & Samopa, F. (2017). CROSS SELLING PRODUCT BUNDLING BASED ON CUSTOMER SATISFACTION STUDY CASE Int. J. Educ. Res, 5(1), 241-252.
