The Issue of Promotion

In relation to promotion, this is noted to be involving advertising carried out by Nokia in order to make present and future customers to have an idea of the services they are providing (Joshi, 2005).Advertising is done very efficiently as their strategies for promotion make their services and products well known through a number of mediums and these includes signboards, magazines, newspapers as well as the internet.

Analysis of the Extended Service Mix

Due to the fact that this is a service encounter and that firms are becoming more oriented towards their customer, there would be additional elements that would be relevant and would be addressed here in relation to the marketing mix. It is stated here that the additional 3 Ps would include the following:

1. Physical layout
2. Customer services provisions
3. Processes

(Kotler, 2009) (Paliwoda et al, 2008)...

The Element of Physical Layout

When it comes to physical layout, what is apparent here is that having attention to the physical layout of the Nokia outlet would be essential as it would also be a factor that would impact the customers decision. Having a neat and eye pleasing layout would likely to make customers more confident when utilizing the firms services (Paliwoda et al, 2008). Many customers are likely to appreciation a high amount of presentation in these kinds of service centers and it was apparent that the physical layout at the Nokia outlet was very neat and made the customers to be in a place where they felt convenient. The layout is not confusing and everything was in good order.

The Element of Customer Services Provisions

When it comes to provisions of customer services, this would be an element that would be labelled as being very essential and it is the case here that customers like me would be very appreciative of a company that would address my wants and needs efficiently and speedily. At Nokia, it can be stated that all of the provisions of customer service was very efficient and this was right from the start when they handled my query relating to the servicing and optimization, to the interactions that had taken place at the service center and the staff that were handling the issue. All encounters were very efficient and the staff were very polite. It can be stated here that the customer relation practices at Nokia were very efficient (Paliwoda et al, 2008).

The Element of Processes

The processes would be the kind of elements that are related to the acts of customer service and that would increase the efficiency of Nokia’s service marketing in order to be efficient. These included the addressing of customer issues like I had, making an identification of customers needs and wants which included servicing and optimization and handling of order (Paliwoda et al, 2008). It can be stated here that these processes were handled very well and efficiently and the overall outcome of these were satisfactory.

Date: 2015-12-24; view: 778