trust, reputation and loyalty Flashcards
what are brands and brand image the impression of?
a product that is held by an enterprise’s existing or potential customers
why is branding important?
because it makes the enterprise distinctive and memorable
what does branding enable to stand out from?
its competitors
what will lead to repeat purchases?
due to branding, customers are more likely yo purchase from and trust the brand
importance of brand image:
what will enterprises gain many benefits from?
having a positive brand image
importance of brand image:
what does quality give?
the perception of quality as brands can often charge higher prices
importance of brand image:
what does value mean?
having a well established brand image means that an enterprise can spend less on marketing because customers recognise their products quickly
importance of brand image:
why can value lead to repeat purchases?
due to branding and so become loyal to the brand
importance of brand image:
how can variety help an enterprise to expand?
its range and variety of products under one recognisable brand which can increase profit
importance of brand image:
why do brands often have a reputation for having a good customer service offering?
it increases customer loyalty an the likelihood of repeat purchases
importance of reputation:
what can actions that an enterprise take an affect of what?
of how it is perceived by the public and its target customers
importance of reputation:
what can actions that are perceived as positive increase?
sales and loyalty
importance of reputation: environmentally friendly and community aware
what are many enterprises looking into?
how they can be environmentally friendly and support social projects and their local community
importance of reputation: environmentally friendly and community aware
what can you reduce?
reducing plastic in packaging
importance of reputation: environmentally friendly and community aware
why can enterprise use renewable energy?
to cut their carbon footprint
importance of reputation: environmentally friendly and community aware
what can they do for food banks?
raising funds or donations
importance of reputation: environmentally friendly and community aware
why can this be more likely for customers to purchase from the enterprise?
gives a positive impression of the enterprise to the target customers
importance of reputation: controversial or unethical strategies
what can backfire and cause offence?
using controversial or unethical strategies marketing methods that can affect customer loyalty
importance of reputation: controversial or unethical strategies
what are examples?
advertising can be unethical by showing certain body images, stereotyping people or exaggerating the truth
importance of reputation: good customer service
why are many brands successful?
because they are known to have good customer service, easy to contact help desks and no quibble refunds
quibble
to engage in a disagreement
importance of reputation: good customer service
when will customers be more willing to pay more for products?
when they know there us a good level of customer service that lines with the product
what does good customer service rely on?
reputation
