Solving Consumer Problems | Consumer Information


consumer problem solving

Limited problem solving usually relies on past experience more than on external information. Extended problem solving, which is common when the customer perceives that the purchase decision entails a lot of risk, and entails much external information.;. Consumers use one of three problem-solving processes when purchasing goods or services; routinized response behavior, limited problem solving, or extend problem solving. Describe three buying experiences you have had in the last year (one for each type of problem solving), and identify which problem solving type you used. Jan 30,  · The U.S. consumer electronics industry is battling a behemoth, escalating and unsustainable problem: product returns. The problem is not new. It Author: Eric Savitz.

Resolving Consumer Problems | Consumer Information

David Douthit: Targeting the point of no returns. The U. The problem is not new. It has existed as long as there has been a consumer electronics industry. For companies to achieve high performance, this severe problem needs to be comprehensively addressed.

Transformative systemic changes are needed now. Accenture arrived at this conclusion based on new research revealing that customers returning electronics products will cost U. These costs include receiving, assessing, repairing, reboxing, restocking and reselling returned products. The research is based in part on a survey of executives from communications carriers, consumer electronics retailers and consumer electronics manufacturers. Only 13 percent consumer problem solving the retailers and 12 percent of the manufacturers surveyed indicated that return rates are trending downward.

However, the Accenture research also revealed a significant opportunity for the industry to cut costs and reduce the level of product returns, given that only consumer problem solving percent of returns are related to actual product defects.

And third, companies often adopt a one-size-fits-all approach towards returns. Like manufacturers, retailers need metrics to assess the problem and track trends, consumer problem solving. It is critical to begin with a baseline to benchmark the current impact of returns. For retailers, the most important metrics are: return rates by item; item class and manufacturer; length of time since purchase; and reason for the return.

Without this information, it is nearly impossible to determine what new approaches might reduce return rates, consumer problem solving. No trouble found products are particularly important because, theoretically, these are percent avoidable.

The reason for any return ultimately deemed NTF should be studied carefully. Customer education before and after the purchase is vital. For instance, some car manufacturers and dealers provide DVDs to instruct buyers on how to use the Global Positioning Satellite and other functions offered on high-end cars, and offer post-sales sales classes on the weekends.

Accenture research reveals that offering value-added services can radically reduce returns, often by as much as 20 percent, while generating additional revenue. The Best Buy Geek Squad may be the best known example, consumer problem solving. In fact, consumer problem solving, given the benefits of reduced returns and improved brand image, a strong case can be made to offer value-added services without generating additional revenue.

Doing the right thing is likely to add to the bottom line by reducing the cost of handling returns and contribute to customer satisfaction that may boost sales.

Assisting customers before they have a chance to become frustrated and return an item is paramount. Customers value choice. They have different ideas about what is convenient, how they want to solve problems, and what services they will pay for. Moreover, people have widely differing preferences varying by age and gender. Some, for example, prefer self-help via the Web; others prefer telephone support or exchange or repair by mail. Other groups may prefer face-to-face interaction and speed of in-person support at a retail store.

More than two-thirds of all returns are ultimately labeled no trouble found, so in-person service consumer problem solving can be particularly valuable remedies. They weed out no trouble found products before they become returns.

Consumer problem solving three primary reasons: First, returns are often thought of as a cost of doing business. Second, consumer problem solving, companies focus on efficiently consumer problem solving returns rather than preventing them. I've been writing about technology and investing for more than 25 years Eric Savitz.

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consumer problem solving


In extensive problem solving, consumer seeks for more information to make a choice, in limited problem solving consumers have the basic idea or the criteria set for evaluation, whereas in routinized response behavior consumers need only little additional information. Views of . In computing, the producer–consumer problem (also known as the bounded-buffer problem) is a classic example of a multi-process synchronization problem. The problem describes two processes, the producer and the consumer, who share a common, fixed-size buffer used as a producer's job is to generate data, put it into the buffer, and start again. Jan 30,  · The U.S. consumer electronics industry is battling a behemoth, escalating and unsustainable problem: product returns. The problem is not new. It Author: Eric Savitz.