BMC : Channel dan Customer Relation

Summary

This video script covers the crucial aspects of determining channels and managing customer relationships for business planning, particularly focusing on the Business Model Canvas (BMC). It explains how to choose the right channels for reaching target markets, from awareness to loyalty stages, and how customer journeys influence these choices. Additionally, it details customer relationship strategies such as referrals, retention, and recovery, emphasizing the importance of effective communication and customer satisfaction. By the end, the aim is for entrepreneurs to understand how to optimize channels and relationships to support their products or services.

Takeaways

• 😀 The importance of selecting the right channel and customer relationship strategies when creating a business plan.
• 😀 Channels are not limited to distribution but also include communication methods and media to reach target markets.
• 😀 Customer Journey is a visual representation showing the relationship and interaction between customers and products/services from start to finish.
• 😀 The five stages of the customer journey: Awareness, Consideration, Decision, Purchase, and Review, all supported by appropriate media.
• 😀 The Awareness phase is where potential customers first learn about your product through various media like social media, websites, and word of mouth.
• 😀 In the Consideration phase, customers begin comparing products and services, so it's important to show value beyond the product itself, including services.
• 😀 The Decision phase is when customers research products further, using testimonials, reviews, and how-to videos to validate their purchasing choice.
• 😀 The Purchase phase emphasizes providing multiple ways for customers to purchase your product, both online and offline.
• 😀 The Review phase highlights the need for post-purchase evaluation, addressing any complaints promptly and maintaining customer satisfaction.
• 😀 Customer Relationship is about ongoing interaction with the market, from initial contact to fostering loyalty, aiming for long-term relationships.
• 😀 Strategies for maintaining customer relationships include referrals, retention, and recovery, each focusing on enhancing trust, satisfaction, and loyalty.

Q & A

What is the primary focus of the meeting described in the script?

The primary focus is on determining the right channels and customer relationships for a business, specifically in the context of entrepreneurship and creating a business plan.

What is the definition of 'channel' in the business model canvas (BMC)?

In the BMC, a channel refers to the way a business reaches its target market and delivers its product or service, covering both distribution and communication methods.

What is the significance of customer journey in determining business channels?

The customer journey is essential for understanding how customers interact with the brand from awareness to loyalty. It helps businesses decide which channels to use at each stage of the journey to effectively engage with their audience.

What are the key stages of the customer journey?

The key stages of the customer journey include: Awareness, Consideration, Research, Purchase, and Review, each requiring different communication channels and strategies.

How should businesses select the right channels for each stage of the customer journey?

Businesses should select channels based on the customer’s position in the journey. For example, social media and advertisements are useful in the Awareness stage, while reviews and detailed information become important in the Research and Consideration stages.

What role does customer relationship play in business success?

Customer relationship strategies are vital for retaining customers, building trust, and increasing loyalty. Strong relationships help businesses maintain long-term connections with their audience and reduce the likelihood of customer churn.

What are the four main strategies for customer relationship management?

The four main strategies are: Relation (non-sales interactions), Referrals (encouraging word-of-mouth), Retention (keeping customers loyal), and Recovery (addressing complaints and concerns).

What is the purpose of customer retention strategies?

Customer retention strategies aim to ensure that customers remain loyal to a business over the long term. This can be achieved through membership programs, personalized offers, and special gestures like birthday greetings.

Why is it important to have a clear process for handling customer complaints?

A clear process for handling complaints is essential to ensure customer satisfaction and loyalty. By addressing issues promptly and effectively, businesses can turn a negative experience into a positive one, strengthening the relationship.

How do referral strategies benefit a business?

Referral strategies benefit a business by encouraging satisfied customers to share their positive experiences, which can lead to new customers. This helps expand the customer base through trusted recommendations.