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that help to identify the customer profile
“Inside the customer's head” is the theme of the lecture that ABES will promote on August 24th for its associates, as part of its 30th anniversary celebration calendar. The meeting will be led by consultant, professor and writer Edilberto Camalionte, partner of the company Atingire.
“This meeting is a great opportunity for entrepreneurs and managers to learn about tools that can improve the competitiveness and management of companies, implementing increasingly efficient processes”, highlights Carlos Sacco, the association's marketing director.
Graduated in Philosophy and Psychology, Camalionte has an MBA in Finance and an extensive career as an executive in the banking sector and an international speaker. He is professor-coordinator of Market Intelligence courses at Fundação Instituto de Administração – FIA/USP and author of 8 books, among them: Strategic Marketing; Differentiation Strategies; and Leadership Academy.
“What we have been following is that the competitiveness between companies is increasing. To differentiate yourself, it is not enough just to have a lower price, it is also necessary to increase the quality of what the company offers. We believe that customer service is the easiest, cheapest and most efficient differential to conquer this customer forever”, emphasizes the speaker.
After all, it is necessary to understand the means for a company to offer a positive service experience, in order to guarantee trust, repurchase and even the customer's willingness to pay more for its products and services.
B2B business characteristics and customer profiles
Process definition, personalized service, after-sales attention and team qualification are some of the subjects that will be addressed. “We will talk about a tool that helps to identify and deal with four customer profiles, which correspond to 99% of the people we deal with. We will show you how to make each of these profiles have the perception that the service was very good”, completes Camalionte.
In addition, the lecture will be directed to the B2B market, which has specific characteristics and dynamics. “B2B is distinguished by a service with more details, more individualized, with competitive prices and that should offer complementary services of high quality. In B2B there is no impulse buying, it is a programmed and pre-calculated purchase. Therefore, it is necessary to be very strategic and have differentials in service and added services”, he concludes.
ABES Associate, sign up and participate!
SERVICE:
Lecture "INSIDE THE CUSTOMER'S HEAD"
Date: August 24, 2016
Time: 9 to 12 o'clock
Place: Hotel Bourbon Ibirapuera – Macuco Room
Av. Ibirapuera, 2927 – Moema / São Paulo – SP
RSVP: (11) 3266-2450 or abes@comarteventos.com.br
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