IGNOU BRL 13 Free Solved Assignment 2022-23, IGNOU BRL 13 CUSTOMER VALUE MANAGEMENT Free Solved Assignment 2022-23 If you are interested in pursuing a course in radio production and direction, IGNOU BRL 13 can be an excellent choice. In this article, we will take a closer look at what IGNOU BRL 13 is all about and what you can expect to learn from this course.

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IGNOU BRL 13 Free Solved Assignment 2022-23 is a course offered by the Indira Gandhi National Open University (IGNOU) under the School of Journalism and New Media Studies. As the name suggests, it is a course on “Production and Direction for Radio.” The course is designed to provide students with a comprehensive understanding of radio production and direction and covers various topics related to this field. IGNOU BRL 13 Free Solved Assignment 2022-23

IGNOU BRL 13 Free Solved Assignment 2022-23

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(A) Short Type Questions

Q.1 What do you mean by customer value management? Why is CVM required in retail?

Culture can be defined as the shared values, beliefs, customs, practices, and social behavior of a particular group or society. It encompasses a wide range of elements, including language, religion, food, fashion, music, art, and more. Culture shapes the way people perceive and interact with the world around them and influences their behavior in various aspects of their lives.

When it comes to customer behavior, culture plays a significant role in shaping consumer preferences, attitudes, and purchasing decisions. For instance, different cultures have varying attitudes towards time, money, and status, which can influence how they approach shopping, bargaining, and decision-making.

Cultural factors can also influence product preferences and brand loyalty. For example, a product that is highly valued in one culture may not be as popular in another. Likewise, certain brands may be more appealing to consumers from a particular culture because they align with their values, beliefs, or social identity.

Overall, understanding cultural differences and their impact on consumer behavior is crucial for businesses that want to successfully market their products or services to diverse populations. By recognizing and respecting cultural nuances, businesses can tailor their marketing strategies and create products that better meet the needs and expectations of their customers.

Q.3 What do you mean by Service Quality? Briefly explain the factors influencing service quality.

Service quality refers to the degree to which a service meets or exceeds customer expectations. It is the overall evaluation of a service based on several factors, such as reliability, responsiveness, assurance, empathy, and tangibles.

The factors influencing service quality can be broadly categorized into two groups: tangible and intangible factors.

Tangible factors include physical facilities, equipment, and other visible aspects of the service environment. These factors can include the appearance and cleanliness of the facilities, the appearance and behavior of the service providers, the quality and functionality of equipment, and other physical attributes of the service environment.

Intangible factors, on the other hand, are less visible and include aspects such as customer service, responsiveness, reliability, empathy, and assurance. These factors are more difficult to quantify, but they play a critical role in the overall perception of service quality.

Other factors that can influence service quality include the speed and efficiency of service delivery, the ease of access to the service, the level of customization and personalization of the service, and the level of expertise and knowledge demonstrated by service providers.

In summary, service quality is a multidimensional construct that is influenced by several factors, both tangible and intangible. It is essential for service providers to pay attention to these factors to ensure that they meet or exceed customer expectations and maintain a competitive edge in the marketplace.

Q.4 What are the direct and indirect tools of customer value communication?

Direct tools of customer value communication are those that are used to directly convey the value of a product or service to the customer. These tools include:

• Advertising: Advertising is the most common tool used to communicate the value of a product or service to the customer. Through advertising, companies can showcase the benefits of their products and services, and how they can meet the needs of the customers.
• Sales promotions: Sales promotions are short-term incentives that are offered to customers to encourage them to buy a product or service. These promotions can include discounts, coupons, rebates, and other offers.
• Personal selling: Personal selling involves a one-on-one interaction between a salesperson and a customer. The salesperson can explain the features and benefits of the product or service, answer any questions the customer may have, and provide a personalized solution to the customer’s needs.

Indirect tools of customer value communication are those that are used to indirectly convey the value of a product or service to the customer. These tools include:

• Packaging: The packaging of a product can communicate the value of the product to the customer. For example, high-quality packaging can suggest that the product is of high quality and value.
• Branding: A brand can communicate the value of a product or service through its reputation and image. Customers are often willing to pay more for products or services that are associated with a strong and reputable brand.
• Public relations: Public relations activities can indirectly communicate the value of a product or service to customers. For example, a company that is involved in social responsibility initiatives may be perceived as having higher value by customers who prioritize ethical and sustainable practices.

Q.5 Define customer value generation process.

The customer value generation process refers to the series of activities and steps that a company undertakes to create and deliver value to its customers. It involves identifying the needs and preferences of the target customers, designing products or services that meet those needs, and delivering them in a way that exceeds customer expectations.

The process typically includes the following steps:

• Market research: Understanding the needs, preferences, and behavior of the target customers.
• Product design: Designing products or services that meet the needs of the target customers.
• Value proposition: Defining the value proposition of the product or service, including its benefits, features, and pricing.
• Customer engagement: Engaging with customers through various channels to build relationships, gather feedback, and understand their needs.
• Delivery and support: Ensuring that the product or service is delivered to customers in a timely and efficient manner, and providing ongoing support to ensure customer satisfaction.
• Continuous improvement: Continuously improving the product or service based on customer feedback and market trends.

By following this process, companies can create products and services that meet customer needs, generate customer loyalty, and build a strong brand reputation.

Q.6 What are the stages of service recovery process?

The service recovery process refers to the steps taken by a business to address and resolve a customer’s complaints or concerns. The stages of service recovery process typically include:

• Acknowledging the problem: This involves listening to the customer and acknowledging their concerns.
• Apologizing: A sincere apology can go a long way in resolving the issue and calming the customer down.
• Offering a solution: The business should offer a solution that is satisfactory to the customer and addresses the problem.
• Taking action: The solution offered should be implemented as quickly as possible, and the customer should be updated on the progress.
• Following up: After the issue has been resolved, the business should follow up with the customer to ensure that they are satisfied with the solution and to prevent future issues from occurring.

Q.7 What are the difference between customers exportations and customers
perception.

Customers exportations and customers’ perceptions are two distinct concepts in the world of business.

Customers’ exportations refer to the physical movement of goods or services from one country to another for the purpose of sale or trade. It involves activities such as shipping, logistics, customs clearance, and other related processes.

On the other hand, customers’ perceptions refer to how customers perceive a company’s products, services, or brand. It includes their opinions, beliefs, and attitudes about the quality, value, reliability, and overall experience of interacting with the company.

In summary, customers’ exportations are related to the logistics and physical movement of goods or services across borders, while customers’ perceptions are related to how customers view and feel about a company and its offerings. Both concepts are important for businesses to consider in order to succeed in the global marketplace.

(B) Essay Type Questions

Q.8 What is customer loyalty? Classify customers on the basis of needs, nature and
expectations.

Q.9 What is Internet retailing? What are the advantages of purchasing on the
internet?

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