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What we will look at
• Marketing Theory/Understanding your customers
Marketing Theory
How customers evaluate a service
• The physical evidence
e.g. staff, website, phone
• Reliability Ability to perform ‘the promise’
dependently and effectively
• Responsiveness
Willingness to help customers
• Assurance Knowledge of employees and ability to inspire trust
• Empathy caring and individualised attention to the customer
What is ‘Social Media ‘Marketing?
A conversation
Relationship marketing…
..not transactional marketing
Relationship marketing
• Actor Bonds
• Activity Links
• Resource ties
Give them what they want!
Health information and advice
Facebook UK# Country Users Change (± %) Pen.
1 United States 155 981 460 +4 548 560 3.00% 50.28%
2 Indonesia 40 829 720 +410 860 1.02% 16.80%
3 India 38 045 000 +1 623 360 4.46% 3.24%
4 United Kingdom 30 481 300 +143 860 0.47% 48.89%
35% older than 35 years old =
10,668,000
Nice work guys
INSIGHTS
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www.markoborn.com/bacd.pdf
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