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Why and How Services Marketing is Different

The fact that service marketing is different from the marketing of goods is rooted in their very characteristics. The special characteristics of services are examined and their implications for marketing strategy, planning and implementation are explained. It is ideal for brand managers, marketing managers, client service in marketing communication agencies, and all those who have direct input into the design and delivery of services.

 Scope of Workshop:
Module One: Key differences between Goods and Services and their implications.
Module Two: How customers determine service quality
Module Three: How customers chose their service provider
Module Four: Factors that influence customer expectation and perceptions of service
Module Five: How to determine what your customer requires
Module Six: Relationship marketing and how to retain customers
Module Seven: Service design and positioning
Module Eight: Employees’ role in service delivery
Module Nine: How to manage service promises.
Facilitators:   George Thorpe
Matthew Eigbe
Duration:   2 days
 


 
 
 
 
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