Customer satisfaction

Based on your discussions with Michelle, you have developed a clear picture of the environmental issues that will affect the initial release of the new product. As you compile your notes, the phone rings.

“Hello?”
“Hi. This is Michelle. I want to touch base with you about your presentation to the board next week. Do you have any questions about the upcoming meeting?”
“Thanks for calling,” you say. “You have good timing. I was just reviewing my notes and working on my PowerPoint presentation. I think I’ve covered the areas we discussed at our last meeting. Do you have something else that you want me to include?”
“Oh, good,” says Michelle. “Yes, I’d like you to share 3 or 4 goals for the marketing project, too. Make sure these goals are specific as possible. You might want to lead with the goals, but I’ll leave that up to you. Naturally you’ll need to do some research to determine the types of goals that are relevant for a new product project like this. Be as specific as you can when outlining realistic expectations.
“Okay,” you say as you jot down more notes. “Anything else?”
“Just be sure to include your thoughts about whether we should develop a product that can be marketed world-wide. You know that is one of their main concerns. You’ll have about 30 minutes for your presentation. ”
“Will do. Thanks for the information. I think about 10–15 slides should be about right for a 30-minute presentation.”
The students should list and explain 3–4 goals that a company in this situation should set for itself. The explanations should be 2–3 sentences each, and they should include citations from the text and other sources. Each goal should be as specific as possible; for example, the goals might include—among other things—the following items:

Sales in dollars or units
Market share
Customer awareness
Profit
Return on investment
Customer satisfaction