Consumer decision making can be defined as a systematic process through which the prospective buyers can recognize their demands, obtain necessary statistics about it, measure up the options provided by the rivals in the same business and then ultimately contemplate the buying choice. Indeed, constructive consumer decision-making process is said to be the deciding factor in the profitability quotient of any business organization (Solomon, 2014). This report outlines the fact to discuss the consumer decision-making process of Harvey Norman along with its many services, processes and communications involved in the complete aforementioned process.
Identification of services, processes and communications of Harvey Norman:
Harvey Norman is a renowned organization, which specializes in providing high-end quality furnishing products, electronic applications and communications to the customers. (Chugh & Grandhi, 2012). Harvey Norman is well known for favorably influencing the consumer decision-making process towards itself then the other competitors doing business in the same sector.The most attractive services available in the Harvey Norman website -
The most attractive services offered by Harvey Norman are computers, vacuum cleaners, cleaning devices, beauty care products, beds and furnishing products, kitchenette contrivances and others. Harvey Norman also specializes in the provision of various specialized products under the above-mentioned category of commodities.
The most attractive processes available in the Harvey Norman website-Print service – This service provides information about the Harvey Norman products to the customers in the form of stylized business cards, attractive posters, and graphic oriented printing materials.
The most attractive communications available in the Harvey Norman website-Harvey Norman maintains a very informative e-commerce website where customers get the facility to satisfy their quench of knowledge about any specific product or service. Customers can clearly understand the features, quality, price of their chosen products from the given catalogues without any hindrance (Craft, 2012). For instance, when a customer is browsing the website for a particular divan, he or she can easily visualize the offered price, any special discounts or rebates and the delivery process (com.au 2017). The different features of the divan are also clearly mentioned in the website to guide the customers unerringly in their decision-making process.
The steps in the consumer decision making process of Harvey Norman that each service, service or communication covers:Desire- The first step desire instigates the stimulus of the customer to search for a product at a particular store. The descriptive information about products available at the Harvey Norman website covers this step.
Post buying conduct- The sixth step is the most important step. Nowadays, the companies always maintain and provide follow up service to the customers after the completion of the transaction. The service of returning and refunding of products and the online customer help desk available at the Harvey Norman website covers this step.
Provisions or recommendations of any additional communications /services:Harvey Norman must take the initiative to conduct surveys and keep itself updated on a monthly basis to gather information about the wants, choices, preferences and desires of the consumers because the desires and whims of the consumers and the market trends are constantly evolving and changing at a rapid pace.
From the above discussion, it can be concluded that Harvey Norman is a leading company in the world, specializing in the provision of good quality beddings, furnishing products and electronic gadgets. The services, processes and communications that are provided by Harvey Norman to enhance the consumer decision-making process are simply outstanding, beguiling and enthralling. This particular feature of Harvey Norman has enabled it to rank among the top ten productive companies in the global consumer goods sector.
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