Dr Brian's SmartaMarketing 2

Smarta Marketing Ideas for Smarta Marketers

Month: April, 2013

Doing Business in China – Face

The worst thing to do any foreign country or with foreign people is to assume you understand a situation or the person thinks (or should think) just like you.

Dr Brian Monger

Face

In Chinese and Chinese based cultures, if someone has “good face it means they have  a good reputation in front of their peers.  Face in Chinese culture is even more important than “reputation” in Western cultures.

Having face in front of one’s business colleagues or within a community is  a statement of that person’s value.

Losing Face

In situations where someone  has made a mistake or done something wrong, and the error is attributable to that person in public, then that one person has “lost face” – their reputation in the eyes of their peers has been reduced. Losing face is an experience no-one wishes to happen to them. So, even if the one losing face is clearly “wrong”, some folks will go to great lengths to avoid the appearance of losing face.

In any case, when face has been lost, the losing party leaves with “bad face”.

Saving Face

Saving face implies a situation where someone’s reputation is under question, or has already been lost, and is undergoing restoration. Saving face is an action whereby one is able to prove that they were not wrong, or show that the degree of their wrongdoing was only very small – not such a big deal.

This restoration is usually done with the help of someone else with good face, usually by making some kind of announcement before one’s peers, exonerating or endorsing the person who had lost face.

Giving (or Lending) Face

In a case where a person has no face or no recognised reputation within certain circles, this person may be required to seek out and “borrow” a certain measure of face from someone willing to “lend” it to them.

When dealing with Chinese do not make people lose face in public, you will likely make an enemy for life

Learn to not always state your opinion in public (especially about Chinese things), especially if it is contrary to a Chinese person’s opinion, this could cause them to think you are attacking them, which might make them feel they are loosing face, which leads to the first situation. Avoid arguing with Chinese people about things that are not critical. You will just piss people off. Many people are more emotional and think much more about face and often less empathetic about others (outside their social group), and not very direct/straight forward in many social relationships (which to Westerns can appear dishonest at times, but Chinese do not mean it that way, they are often trying to save themselves or you face)…keep that in mind and you will be okay.

Would you like a free copy of the MAANZ International eBooklet “Doing Business in China”?  Just send us an email to info@marketing.org.au and we will send you a copy.  We wont harvest your information or give it to any other party

 

You may also like to check out the MAANZ Website http://www.marketing.org.au or our other blogs/articles on http://smartamarketing.wordpress

 

 

 

Measuring Customer Satisfaction

Measuring Customer Satisfaction

The most common means of measuring client satisfaction:

* asking customers;

* investigating complaints;

* evaluating service attributes;

* asking customers what will increase their satisfaction;

* asking what is wrong or could be improved.

The difficulty that researchers have with measuring client satisfaction is that customers are not always able to define their satisfaction levels.

Moreover, customers more often than not do not know if they are satisfied. They can assume that they are satisfied because they use the service frequently, but this may not be the case.

Check out the main article in http://smartamarketing.wordpress.com

Distributing Services

Dr. Brian Monger
Service Product Distribution

Some would have it that services are intangible.  That is technically right, but logically if a Service Product was completely intangible, how would we be able to transfer it?

All organisations – whether producing tangibles or intangibles – are concerned with place decisions.  That is how to make their offerings available and accessible to users.  Even where a service or other intangible is marketed there are physical problems.  All are associated, somewhere or other, with tangible elements requiring physical handling, storage and transportation

The subject of place decisions for services is confused as people grapple with the concept of a ‘distribution channel’ for items which are intangible, often inseparable from the person performing the service and perishable, in the sense that inventory cannot be carried.  The subject is further confused because the generalisations made about services (e.g. no inventory carried) do not always apply in specific situations.

Methods of distributing services

A distribution channel for services is the sequence of firms involved in moving a service from producer to consumer.  The usual generalisation made about service distribution is that direct sale is the most common method and that channels are short.

Direct sale certainly is common in some services markets (e.g. professional services); but many service channels contain one or more intermediaries.  It would be incorrect to suggest that direct sale is the only method of distribution in services markets.

Intermediaries are quite common.  Some of these intermediaries assume ownership risks; some perform roles that change ownership (e.g. purchasing); some perform roles that enable physical movement (e.g. transporting).

Like this short article on services and distribution (Place)?  Please comment.  And have a look at another article on Distribution in our sister blog http://smartamarketing.wordpress and checkout the smartamarketing posts on SlideShare.

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