Personal summary of service marketing course

Personal summary of service marketing course, summary of marketing course Marketing is a practical course. As a consumer, marketing always happens around us. The following is a personal summary essay of the service marketing course I have carefully prepared for you. Personal summary of service marketing course 1

In a blink of an eye, this semester's study course is coming to an end. Service marketing is a brand-new marketing concept after the marketing major course of sophomore year. Service marketing is not only derived from marketing, but also an expansion of marketing. This course of Service Marketing has really benefited me a lot. I not only learned a lot of knowledge about service marketing that the teacher told us, but more importantly, I learned a lot of things that books can't. I still remember some words the teacher said, such as "it is very important to change a person's concept, what kind of thoughts, what kind of life, what kind of choices, what kind of results" and so on.

how to win service marketing in the present has become the goal and thinking problem of each of us. How to win the moment in service marketing? Personally, I think we should do the following:

First, win in people's hearts

Service marketing, serving customers and marketing ourselves. Service marketing, people are very important, and employees and customers decide the success or failure of marketing.

In the project of providing service products, people are an indispensable factor. Although some service products can be provided by machines, people still play a very important role. On the one hand, high-quality and qualified employees are an indispensable condition for participating in providing services; On the other hand, employees' service attitude and level are also one of the key factors that determine customers' satisfaction with their services. Considering the importance of human factors in service marketing, Christian Gronloss proposed that the sales of service industry consists of three parts, namely, company, customers and employees. This shows the position of human factors in service marketing. The president of Coca-Cola once said that even if all the assets of Coca-Cola are gone overnight, I can rebuild Coca-Cola as long as my employees are still here.

Providing excellent service to customers

There are two main competitive strategies for enterprises, either price advantage competition or differentiation competition, and service is a very effective differentiation strategy. Many business managers often have some misunderstandings: they think that it takes time and money to provide services, and it is not worth the loss. Only by stopping services can they have more energy to find and win new customers.

this is not the case. Today, with the improvement of quality of life and consumption level, consumers often appreciate high-quality services, and are willing to come back to your business again and again, and are willing and take the initiative to introduce them to others. There is a saying in the marketing field that "he will only tell 8 people if the customer is satisfied, and 22 people if the customer is not satisfied!" Therefore, it is very reasonable to say that the best business in the world comes from good word of mouth and repeat customers. As Teacher Liu Jialai said, word-of-mouth has three advantages: no money, fast spread and high credibility. Invisible, the enterprise has received cheap and effective advertising effect through it, thus improving the trust among customers, increasing the reputation of the business, and gaining more customers at the same time.

The most successful companies in the world are those that provide the best service. For example, Dell computer has obvious advantages in service besides its unique mode of direct ordering and on-demand configuration. McDonald's is the largest and most famous fast food service group in the world, and its high-level quality, service, cleanliness and value for money are well-known in the world. The tenet of IBM is: respect customers, people-oriented, and provide customers with the best service whenever and wherever; Joe girard's magical concept: service, service and re-service ...

It can be seen that providing quality service is an essential link for enterprises to succeed.

Second, win in positioning

The service market is the sum of service consumption demand, which includes all kinds of different demand forms. No matter how big it is, any service enterprise can only meet a very limited part of the total market demand, but can't meet all the needs. Therefore, before entering the market, the service enterprise must first find its target market and determine its competitive position in the market. A correct market positioning is half the battle. Does the Arctic need a refrigerator? Eskimos tell you, we will buy it! The function of refrigerator is to keep the temperature constant. There is no shortage of cold in the Arctic. But people lack the ability to control temperature. The prey just caught by Eskimos in the Arctic will soon freeze as hard as ice if it is not treated in time. This problem puzzled Eskimos for countless years, until someone sold the refrigerator to the North Pole. The constant fresh-keeping function of refrigerator solves this problem. Put the meat in the refrigerator, get up the next day, take out the meat, and you can cook. This case has subverted the traditional concept! Countless people have fallen below their eyes. If it is now, we can summarize it as a trilogy of "creating demand, inducing demand and meeting demand" marketing.

the value of a commodity or service lies not in its own function, but in whether it can meet the needs of consumers. Good positioning tells you that the goods in my hand can meet the needs of those people. Whether selling shoes to people who don't wear shoes or selling combs to monks, a good positioning is "unlimited money".

since service marketing is so important in today's society, how can we provide good service?

First, master the purchasing psychology of service consumers.

we need to know that the customer pays for what he wants to buy, not money. As a service marketer, we must know what customers want to buy instead of selling our products aimlessly. For example, Mr. Liu gave us an example: someone bought grapes from you and asked you, "Boss, is this grape sour or sweet?" You answered, "Sweet" and people said, "I don't want sweet", which failed to grasp the purchasing psychology of consumers and led to the inability to buy products. If you, as the boss, ask the consumer "Do you want sweet or sour", then the consumer will definitely answer one, so that you can have a good grasp of the consumer's psychology and you can better sell your products according to his mind. But if we want to do a better job in marketing, we must provide the right products at the right place, at the right time and with the right people.

second, do a good job in relationship marketing.

first of all, it is indispensable for enterprises to do a good job in relationship marketing. Take IBM for example. IBM's relationship marketing philosophy is: spend more time making customers happy. Shi Yuzhu of Melatonin also said, "Always do better and higher than the needs of customers." Therefore, it is indispensable for an enterprise to do a good job in relationship marketing. The second is to meet customer needs, starting with customer needs and ending with customer satisfaction. Do "customer first". For example, if a guest comes to your clothing store to buy clothes, you ask for 1111 yuan, and the guest cuts 411 yuan. If you say "mental derangement, where can I buy 411 yuan?" and then you are very unhappy and ignore him, then the customer must have turned around and probably won't come again because of your poor attitude, but if you say "you are talking about a price?" Our rent, water, electricity and cost are more than these. You are at a high point. "When you say it, you are smiling and kind, and customers are likely to buy your products because they are satisfied with your kind attitude. I remember Mr. Liu also said that the highest level of customer satisfaction is to win word of mouth, which has three advantages: no money, fast communication and high credibility. Therefore, on the basis of winning customer satisfaction, we should strive to win customer reputation again and gain customer loyalty. The relationship between customers and enterprises should be friends, which is the goal pursued by marketing.

Third, do a good job in the selection, training, motivation and management of service personnel.

I was deeply impressed by a saying, "The four elements of a modern enterprise: capital is a boat, brand is a sail, talent is the foundation, and culture is the soul." It can be seen how important personnel are to enterprises. The development of enterprises first lies in the development of people, and running enterprises means running people. The success or failure of enterprises lies in people, especially in service. Only a good character can have good products and good services. Therefore, as a good service personnel, we should constantly enrich our connotation and improve our quality. Constantly enrich knowledge, establish a correct attitude, master skilled skills and form good habits. Therefore, as a service personnel, we should have rich professional knowledge, enrich our own connotation and improve our quality. As a senior executive, we should realize that, as the president of FedEx said, "We take good care of our employees, and they will take good care of our customers, and then take good care of our profits." Only in this way can the whole enterprise not lose its vitality.

fourth, do a good job in interactive marketing of marketers

there will be no shortage of marketers in an enterprise, but only excellent service personnel can really bring more profits to the enterprise, and only excellent service personnel will get more attention from the enterprise. Teacher Liu Jialai said: "Only by practicing internal strength can we attack abroad." Therefore, as a service marketer, we should have the consciousness of constantly improving our own quality and striving to become an excellent service marketer.

dress for success and dress for victory. Carnegie said: "A good first impression is the ticket to the classroom". 111% of enterprises also regard "dignified appearance" as the first application condition. Therefore, the investment of salespeople in image is the most important investment of salespeople. Dealing with one's own image is the first step to become an excellent service marketer.

Then, as a service marketer, we should strive to improve our professional service quality. Professional service literacy not only refers to professional knowledge and skills, it is the most basic condition that a service marketer should have. Here, he also refers to a strong sense of service and a good service attitude. Always keep a sincere smile, carefully discover and understand the real needs of customers, face customers' complaints with great patience, and treat customers' mistakes with a tolerant attitude, all of which are the professional qualities that an excellent service marketer should have. Only in this way can we retain customers for the enterprise and create greater value for ourselves and the enterprise.

Finally, I want to say that every time I take a class, I will get different results. Let me really feel the inevitability and importance of the development of service marketing, and what enterprises and service marketers should do in the rapid development of service marketing. At the same time, it also made me understand the responsibilities and obligations as a marketer. This is undoubtedly a great gain for my marketing major. This is also of great significance to an enterprise and a service marketer. Personal summary of service marketing course 2

This semester, Mr. Zhong Ping taught our online marketing course. At first, the understanding of online marketing was only literal. After studying for a semester, I have a deeper understanding of online marketing through the teacher's explanation and various practices. As a student majoring in e-commerce, I spend most of my time using the Internet for marketing in my future work. It's not just as simple as advertising products online.

It's easy to learn from textbooks or Baidu that online marketing is a new marketing method that uses the Internet as the media and uses information such as words, pictures and videos and the interactivity of the Internet to help realize marketing goals. Teacher Zhong Ping mainly explained to us from video marketing, EMAIL marketing, WeChat marketing, Weibo marketing, blog marketing, network promotion, marketing, virus marketing and so on. In the second half of the semester, in order to train students' expression and learning ability, the teacher gave us the opportunity to give lectures on the podium in person. Through this opportunity as a "teacher", we not only exercised our courage, expression ability, but also improved our ability of independent learning.

not only that, but under the guidance of teacher Zhong Ping, we participated in the C internship and the online marketing ability show for college students respectively. These two are very good practice platforms for e-commerce and online marketing learning. On this platform, we rely on the students' independent learning ability and perseverance, which are the keys to how much you can gain. Through these practices and C internship competitions, I deeply felt the joy of learning in practice. To this end, I sincerely thank the teacher for leading these practices for us.

When I first took the online marketing course, I always wondered what the similarities and differences were between e-commerce and online marketing. How do they survive in the market?

from many times of practice and teacher's explanation, I learned that e-commerce and online marketing are a pair of closely related concepts with obvious differences, and it is easy to confuse the two concepts for those who set foot in the field of online marketing for the first time. For example, it is inaccurate to say that an enterprise builds an ordinary website and thinks it is conducting e-commerce, or that selling goods online is called network marketing. The research scope of network marketing and e-commerce is different, and the focus of network marketing and e-commerce is different. However, e-commerce and online marketing are closely related, and online marketing is an integral part of e-commerce. Carrying out online marketing does not necessarily mean realizing e-commerce (referring to realizing online transactions), but realizing e-commerce must be based on carrying out online marketing, because online sales are considered as one of the functions of online marketing.

At the same time, we can know that online marketing not only changes the traditional style, but also provides another way for enterprises to think about. With the popularization and popularization of the internet, the internet will bring more surprises to the public. Therefore, network marketing is a trend and a marketing strategy that rivals traditional marketing in the future.

I have benefited a lot from online marketing this semester. The teacher's explanation, the project assignments given to us, the personal experience competition of C internship, the online marketing ability show, etc. All these studies and practices have made us experience a lot and learned a lot. Indeed, learning online marketing is a process from shallow to deep. In e-commerce and online learning, both theoretical knowledge and practice are still too lacking. Then I will study harder and harder, and strive to integrate theoretical knowledge with practice, and learn in practice and practice. Come on! Personal summary of service marketing course 3

Time flies, elective courses are coming to an end, and marketing courses are coming to an end. I learned a lot about marketing by studying the marketing course. At the same time, under the careful teaching of Mr. Li, I learned the unique charm of marketers and that marketing is a very versatile subject. We can feel the atmosphere of marketing anytime and anywhere in our lives.

we didn't know what marketing was before we came into contact with the course of marketing, and we didn't know anything about marketing until we took marketing as an elective course.