Tuesday, August 20, 2013

Marketing Matters!

Business success depends on customer. Since the advent of the Internet and other exciting new technologies, communications with customers have never been more important. Four or five decades ago most people were happy if their products simply worked. It really was a sellers’ market, and buying was more often made on the basis of needs rather than wants. However, as organizations have expanded and become global, all this has changed, as competition has increased, customers’ expectations have also increased, and as a result companies are now realizing that good communication with customer is essential if business is to survive.

Identifying your Audience

When planning an external communications strategy it is important of all to identify all your audiences. Not all audiences will need the same information, so this step is important so that you can think more clearly about what it is that you wish to communicate with them. This Figure identifies some of the external audiences with whom a company may communicate.

Why is Customer Care so Important?

More and more companies are realizing that positive action is needed to make customer satisfaction their prime aim. If companies are to fight the competitive battle taking place in the marketplace it is essential to make sure that the quality of the product or service is not only satisfactory but exceptional.

Today’s companies need to place great emphasis on marketing communications as well as providing quality customer care and aftercare so that they retain their customers in the long term. There are many more reasons why quality customer care is important today.

  • increased competition
  • product similarity
  • better informed customer
  • customer’s willingness to pay for value
  • rising expectations for improved support
  • everyone wants everything yesterday!

The ultimate goal of successful customer care is to increase your company’s market share by increasing your customers’ satisfaction. All members of staff have a responsibility to help achieve this aim.

Yesterday’s customer care was:                   Today’s customer care is:

Best price                                                         Best quality

Satisfaction                                                       Exceed expectations

Getting the job done                                         Get the job done promptly

Competence                                                     A real bond, real caring

Tips: If your company is to survive in business today, your aim should be to endeavour to exceed customers’ expectations… even when their expectations continue to rise.

Change of Company Name



We are pleased to announce that further to the 100% acquisition by FGB Insurance (Asia Pacific) Holdings Limited. Ruben Insurance Pte Ltd has been renamed FGB Insurance (Singapore) Pte Ltd. General insurance operations will start using this new name from 2 August 2004.

You will continue to enjoy the same high level of service that you have previously received from Ruben Insurance Pte Ltd. You will also see additional benefits arising from the wide-ranging expertise, products and services of the FGB Group, as well as the strong financial standing that FGB brings to our 34 million customers all over the world.

With effect from 2 August 2004 we will be relocating to this new address:

45 Robinson Road, No. 02-06 Wisma Supreme, Singapore 234381

Our new telephone number will be +65 63453456

Please visit our website at www.fgbins.com.sg for the latest information.

Your current Insurance policy remains legally valid and we will honor all our obligations and liabilities under documents bearing our former corporate name.

If you have any questions at any time please call us on 63453456.

We thank you for your support and look forward to being of great service to you.

Yours sincerely

Notification about new association

Dear Client

It gives us great pleasure to announce that on 1 April we have entered into a close association with Gamer Accountancy Co Ltd of 22 High Street, Cheltenham.

We have formed a new company that will practice as Gamer and Barret Accounting Co Ltd, and as a result we will be moving to bigger premises at:

21 Hillington Rise
S24 5EJ

Telephone:        01143787634
Fax:                  01143787644
Website:           www.gamerbarret.co.uk

This association provides us with a much bigger base that will enable us to offer improved services to our customers. We will of course ensure that we retain the close personal contact and interest in our clients’ affairs.

We also take this opportunity to announce that Mr Robin Wilson, who is already known to many clients, will become a partner in the new company with effect from the same date.

Yours sincerely

Appointment of new Managing Director



We are pleased to announce the appointment of Richard Wilson as Managing Director with effect from 2 September 2004. His appointment follows the early retirement in July of Francis Billington due to ill health.

Richard is already known to many of you through his position as Marketing Director. He has has 12 years’ experience Yangon Electrics, and he is looking forward to taking over this more challenging role in the company.

We are happy to assure you that we shall continue to provide the high-quality service for which we are proud to enjoy such a good reputation.

If you have any urgent queries please do not hesitate to contact me personally.

Yours sincerely

 Survey of customer attitudes


Mansor Communications are committed to providing quality service, and as such we like to keep in touch with customer needs and views on the products that we sell.

To maintain our high standard of quality products and services to you, I hope you will take a few moments to complete the enclosed questionnaire. In appreciation of your trouble, I shall be pleased to send you one of our superb Mansor Pens on receipt of your completed questionnaire.

I look forward to receiving your reply, and can assure you of our continued good service to you in the future.

Yours sincerely

Notification of price increase


I am sorry to inform you that, due to an unexpected price increase from our manufactures in Europe, we have no option but to raise the prices of all our imported shoes by 4% from 6 October 2004.

Orders received before this date will be invoices at the old price levels.

We sincerely regret the need to these increased prices. However we know you will understand that this increase is beyond our control.

We look forward to a continuing association with you, and can assure you of our continued commitment to good-quality products and service.

Yours sincerely

 -Swapan Chakraborty

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