What do customers want now?
What do customers want now?
There was a fundamental change in the expectations and demands of customers developed during the pandemic. This webinar will share the latest research on these issues with consumers and business customers.
| Webinar recording details |
|---|
| Title: What do customers what now? |
| Date: Wednesday 6th October 2021 |
| Panel: Bill Lang, B.Comm.LLB (Hons) MBA (HBS91) Executive Director, Small Business Australia and Co-Chair Harvard Alumni Entrepreneurs Australia |
| Overview: There was a fundamental change in the expectations and demands of customers developed during the pandemic. This webinar will share the latest research on these issues with consumers and business customers. |
| Note: The following videos have been recorded from our monthly webinar and edited into sections for your convenience. |
Section 1
Video length 02:48
Overview of webinar topics and discussion of the Unique Selling Proposition (USP) which is good in theory and the Superior Perceived Value (SPV) which is better in practice.
Section 2
Video length 02:24
Detailed discussion about Superior Perceived Value (SPV). Value = (Benefits + Quality) – Price.
Section 3
Video length 03:40
Online example of what customers look for when they consider the superior perceived value of physical goods – packaging, physical delivery, guarantees, warranty, replacement, repairs, returns, brand of retailer, payment options etc.
Section 4
Video length 05:10
For service-related industries, we discuss the perceived value of a service. Value = (Benefits + Quality) divided by the Cost.
Section 5
Video length 05:60
Maslow’s Hierarchy – Basic needs, psychological needs and self-fulfilment needs.
Section 6
Video length 04:58
Business spending priorities and spending projections for the next 12 months.
Section 7
Video length 07:50
Changes to benefits and attributes.
Section 8
Video length 02:56
Digital communication and engagement – customer contact information has never been more important.
Section 9
Video length 04:20
Digital options for customers – looking, shopping, ordering, delivery, collect and in-store.
Section 10
Video length 03:03
The Buy Local movement and Team Small Business Australia.
Section 11
Video length 03:39
Customers and trust – 4 reasons customers Do Not Buy from your business, you and your team.
Section 12
Video length 07:34
The 4 C’s of building TRUST – Character, Commonality, Competency, Credibility.
Section 13
Video length 03:13
Example of great customer service – character and commonality.