We power the mechanics behind your promotional marketing. Providing fully integrated fulfilment services that are intelligent and flexible enough to manage your ideas, growth and promotional objectives. Our multi-channel solutions provide a solid infrastructure for your project, whilst our history and experience allows you to benefit from what we have learnt over the last 10 years. B 2 C marketing | Fieldwork marketing agencies Cavel
Consumers have changed, media has evolved and so have our solutions.
Our solutions to your activity include:
Ecommerce
On-pack promotions & competitions
Loyalty & Reward programmes
Customer helplines
POS – Collation & Distribution
Product Sampling
Contract packing
Database Management
Kitting & relabeling
Digital services
About Us
At Fulcrum, we consider ourselves the home of marketing logistics solutions, and have done so since we were established back in the ’s. As specialists in promotional marketing, large volume contract packing and customer service, we pride ourselves on our ability to help brands connect with their customers.
we are able to deliver agile, flexible and dynamic solutions for our clients. It’s for these reasons that we have maintained long-standing relationships with some of the mumbai’s leading brands. Our clients come in all different shapes, sizes and sectors which include retail, public sector, cosmetics & personal care, beverage, financial services and travel to name just a few. However, it’s our culture and values that set us apart from the rest, as working with Fulcrum means you are doing business with a trusted partner who puts your brand integrity at the forefront of everything we do.
At Fulcrum, we truly believe that having an empowered workforce helps us to deliver the best possible service for our clients, which is why we set up the Fulcrum Academy. The academy supports our employees in their quest for personal and professional development, it gives individuals who are ambitious and want to further their own skills and careers the opportunity to gain further qualifications. We offer a wide range of learning opportunities f to professional body qualifications, as we believe our staff are at the heart of the business and its success.
We’re more than just a marketing logistics partner, we’re your brand ambassadors. Working with you to ensure you deliver a customer experience to be proud of.
Marketing | Brand Activation | 
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Customer satisfaction and loyalty is essential to any marketing plan
Customer Excellence
Obtaining customer feedback to ensure customer satisfaction and loyalty is essential to any marketing plan or strategic planning process.
LEARNING OBJECTIVES
Identify ways to gather customer information in order to achieve customer excellence
KEY TAKEAWAYS
Key Points
- Indirectly tracking customer attitudes and satisfaction can indicate the organization’s longer-term performance.
- Firms can track customer satisfaction through market research, lost business and customer complaints.
- Simpler methods of obtaining customer attitudes include directly asking them, phone calls and store-based questionnaires or surveys.
Key Terms
- bottom line: The final balance; the amount of money or profit left after everything has been tallied.
One of the key inputs to achieving sustainable competitive advantage is long-term customer satisfaction excellence (i.e., being excellent in the eyes of your customers). It’s not always easy to determine what actions will lead to customer excellence, but there are iterative ways of solving for this competitive advantage.
Feedback: Aside from generating net profit, one of the most important aspects of running a business is getting feedback from customers.
Market research using your customers is one of the most important aspects of running a business, as no amount of discussion with professionals, friends or colleagues will ever replace the feedback from a real customer. The “bottom line” of all marketing activities and strategies is net profit. Performance figures can be tracked directly or indirectly. Indirectly tracking customer satisfaction can indicate the organization’s long-term marketing performance. The easiest methods to obtain information from customers are:
- Asking them – When dealing with existing or potential customers, strike up a conversation.
- Focus Groups- Gather a number of customers, sit them down and discuss a range of issues relevant to your business. The advantage of using this method over a questionnaire is that you will get more detailed information and feedback, rather than “tick the box”- style responses from a questionnaire.
- Telephone – Ring them and ask a couple of questions over the phone.
- Questionnaires – Distribute one-page questionnaires that ask key questions like: What do you like/dislike? How can things be improved? Is convenience important? Is after-sales service critical? The use of computers in these questionnaires is becoming increasingly popular. Kiosks are often placed in stores to easily track customer satisfaction.
Other useful, but not so simple, measures of tracking customer attitudes and satisfaction are:
- Market research – This includes customer panels used to track changes over time.
- Tracking lost business -For example, the orders lost because the stock was not available or the product did not meet the customer’s exact requirements.
- Customer complaints – How many customers complain about products, services, or the organization itself.