Identification of Prioritized Needs of Retail Customers to Communicate with Companies in Various Stages of Life Cycle

Document Type : Research Paper

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Abstract

Today, companies must compete with other companies for market presence. This needs ability to communicate with their customer to have special attention with them. In this regard, it is necessary to companies pay attention to appropriate communication channels and coincide with request and needs of different customers, through which its interaction with the company and its views could be transferred. In this paper we introduce some procedures to identify and prioritize features of communication channels with customers in various stages of life cycle, in order to determine their prioritized needs ofcommunicating. In this regard an integrated model of Kano and the importance - performance matrix is used. Our population of this study is food retailers group in Yazd province. In this regard, we introduced some key communication features as a prerequisite for selecting appropriate communication channels to communicate with customers in various stages of the life cycle.
 

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References

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