4.6 The extended marketing mix of seven P's (HL)

Question 1

People

Answer 1

Successful customer-oriented companies are able to build long-term relationships with their clients. People are at the heart of these relationships. A company’s recruitment and selection process can help to ensure standards are maintained.

Question 2

Processes

Answer 2

Processes look at how the service is delivered to the final consumers. Every customer interaction with the business should be reviewed for improvement. This includes:

Placing and paying for orders
Delivery systems
Customer feedback
After-sales service