The scope of marketing is typically seen as the task of creating, promoting and delivering goods and services to customers and businesses. Infant marketing people are involved in marketing 10 types of entities: goods , services, experiences, events, persons, places, properties, organizations, information and ideas Marketing is a social process by which individuals and groups obtain what they need and want through creating, offering and freely exchanging products and services of value with others. Its otherwise defined as “the art of selling products”
There will always one can assume, be need for some selling. But the alma of marketing Is to make selling superfluous. The aim of marketing Is to know and understand the customer so well that the product or service fits him and sells itself. Ideally marketing should result in a customer who is ready to buy. All that should be needed then is to make the product or service available. The customer’s expectations are increasing, which requires organizations to go beyond the primary need to satisfy the customer, to that of exceeding expectations and delight the customer.
The service component has become a fundamental part of product, which has resulted In that companies have realized the potential of service as one of the few sustain able competitive advantages. As pioneers in the field of customer service we have conducted a great deal of research into what constitutes a “customer experience”. A customer experience is an interaction between an organization and a customer as perceived through a customer’s conscious and subconscious mind.
It’s the blend of an organization’s performance, the senses stimulated and the emotions evoked and intuitively assured against customer expectations across all moments of contact Customer satisfaction has been studied from the perspective of the individual customer and what drives their satisfaction as well as from an industry driven perspective to compare customer satisfaction scores across firms and industries, while other research examined customer satisfaction in a single organization across several organizations.