Should employees and customers be treated in the same way? In our activities this week, we have been looking at ‘people’ as an important component in the extended marketing mix. Organizations are focused on keeping customers at the heart of their business and ensuring they are satisfied. But are they too focused on their customers to the detriment of their employees? Prossack (2019) wrote in Forbes Magazine that employees drive customer satisfaction, setting ‘the tone for positive or negative customer experience’. You can read more here: Prossack, A., 2019. How Employee Satisfaction Affects Customer Satisfaction. [online] Available at: [Accessed 14 May 2020]. Additional Resource If accessible from your country, you may like to watch this TED talk by organizational behavior expert Diana Dosik, from Boston Consulting Group New York, on whether organizations should redirect some of the energy they put into customers towards understanding and engaging their employees. She asks if there are potential payoffs for a ‘better motivated, more loyal, and imaginatively innovating workforce’. Dosik, D., 2015. Why we need to treat our employees as thoughtfully as our customers. Available at: https://www.ted.com/talks/diana_dosik_why_we_need_to_treat_our_employees_as_thoughtfully_as_our_customers?utm_campaign=tedspread&utm_medium=referral&utm_source=tedcomshare (Links to an external site.) [Accessed 14 May 2020]. Instructions: Following your reading of the preceding material, please take time to answer the following question referring to appropriate theory and using in-text Harvard referencing: Question: Should organizations redirect some of their energies from customers towards employees? What could this achieve? Please draw in real-life examples to support your discussion points. focus on tactics and the remaining elements of the marketing mix relating to service(s); this can relate to pure service offerings and elements of customer service for products. We will look at People, Physical Evidence, and Process, with a focus on People and the importance of internal marketing to support customer interactions and relationship building. The importance and influence of digital on all aspects of the Ps, but particularly the Process will be explored. Keywords: tactics; marketing mix; service; people; physical evidence; process; digital; 3Ps; 7Ps; automation; content consider the following: Is there value in including the final 3Ps in a marketing plan designed for a ‘Product’? Why is internal marketing important when we have been focusing on marketing to external customers?
Delivering a high-quality product at a reasonable price is not enough anymore.
That’s why we have developed 5 beneficial guarantees that will make your experience with our service enjoyable, easy, and safe.
You have to be 100% sure of the quality of your product to give a money-back guarantee. This describes us perfectly. Make sure that this guarantee is totally transparent.Read more
Each paper is composed from scratch, according to your instructions. It is then checked by our plagiarism-detection software. There is no gap where plagiarism could squeeze in.Read more
Thanks to our free revisions, there is no way for you to be unsatisfied. We will work on your paper until you are completely happy with the result.Read more
Your email is safe, as we store it according to international data protection rules. Your bank details are secure, as we use only reliable payment systems.Read more
By sending us your money, you buy the service we provide. Check out our terms and conditions if you prefer business talks to be laid out in official language.Read more