Suppose that you are a marketing manager of a company that has started manufacturing washing machine. How will you anticipate, analyse and respond to the post-purchase feelings of your customers?

 As a marketing manager of a company that has recently started manufacturing washing machines, it is important to understand that the post-purchase feelings of customers can greatly influence the success of the product and the company's reputation. Post-purchase feelings refer to the emotional and psychological responses that customers experience after they have purchased and used a product. These feelings can range from satisfaction and delight to disappointment and frustration.

Anticipating Post-Purchase Feelings Anticipating post-purchase feelings requires a deep understanding of the customer and their needs. As a marketing manager, the following steps can help anticipate post-purchase feelings:

1. Conduct Market Research: Research should be conducted on the target audience to understand their needs, expectations, and preferences. This research should include factors such as demographic information, consumer behaviour, and buying patterns.

2. Test the Product: Prior to launch, the product should be tested to ensure it meets customer expectations. This can be done through focus groups or beta testing.

3. Provide Information: Customers should be provided with clear and accurate information about the product, including its features, benefits, and limitations.

Analysing Post-Purchase Feelings 

Analysing post-purchase feelings requires gathering feedback from customers to determine their level of satisfaction or dissatisfaction. The following steps can help analyse post-purchase feelings:

1. Customer Feedback: Customers should be encouraged to provide feedback through surveys or reviews. This feedback can be used to identify areas of improvement and to develop strategies for addressing customer concerns.

2. Social Media Monitoring: Social media platforms should be monitored to track customer feedback and respond to any negative comments or complaints.

3. Customer Service: Customer service representatives should be trained to address customer concerns and to provide support to customers who are experiencing issues with the product.

Responding to Post-Purchase Feelings Responding to post-purchase feelings requires developing strategies to address customer concerns and improve their overall experience with the product. The following steps can help respond to post-purchase feelings:

1. Addressing Concerns: If customers express concerns or complaints, it is important to address them in a timely and professional manner. This can be done through customer service channels, such as email, phone, or live chat.

2. Improving the Product: If customers consistently express the same concerns, it may be necessary to make improvements to the product to address these issues.

3. Providing Additional Support: Additional support can be provided to customers who are experiencing issues with the product. This can include troubleshooting guides, online resources, or in-person support.

4. Offering Incentives: Offering incentives, such as discounts or refunds, can help to address customer concerns and improve their overall experience with the product.

Conclusion Anticipating, analysing, and responding to post-purchase feelings is critical for the success of a company that manufactures washing machines. By understanding customer needs and preferences, gathering feedback, and developing strategies to address customer concerns, a company can build a positive reputation and increase customer loyalty. As a marketing manager, it is important to prioritize customer satisfaction and to continually evaluate and improve the product to meet the needs of customers.

Subcribe on Youtube - IGNOU SERVICE

For PDF copy of Solved Assignment

WhatsApp Us - 9113311883(Paid)