1. 2010 RBAP‐MABS REGIONAL ROUNDTABLE CONFERENCE
SHIFTS & CHANGING MARKETS
Ricardo de Vera, MBA, CSP
Chairman Emeritus – Phil Mktg Assc
Business/Entrep Consultant – Dept of Trade
Columnist – Phil Daily Inquirer & Bus World
Certified International Facilitator – Singapore
Lead Facilitator – ASEAN Center Of Excellence

2. NATIONAL CUSTOMER SERVICE WEEK
CUSTOMER SERVICE SUMMIT : SMX 800 DELEGATES
KEY NOTE SPEAKER :
MR. RICARDO DE VERA, MBA, CSP

3. CHANGING MARKET LANDSCAPE
MICROFINANCING
THREAT OF
NEW ENTRANTS
BARGAINING RIVALRY OF BARGAINING
OF SUPPLIERS COMPETITORS OF BUYERS
THREAT OF
SUBSTITUTES

4. CHANGING MARKET/CUSTOMER LANDSCAPE
MICROENTREPRENEUR
TRANSFORMING
SEGMENTATION
DISCERNING
PERCEPTION
PROPOSITION

5. CHANGING SALES ‐ SERVICE DEMAND
In 1980, “IN SEARCH
OF EXCELLENCE”
IdenIfied 36 companies
which were successful.
A common trait among
many of them was that :

6. CHANGING SALES ‐ SERVICE DEMAND
In 2008, 1/3 of those
in “IN SEARCH
OF EXCELLENCE” are
not there anymore.
“SEDUCED BY
SUCCESS” idenIfied
a common concern :

7. INFLUENCES IN PREFERENCES & DECISIONS
MICROENTREPRENEUR MARKET
PERSONAL
PROCESS
Learning
Trends
PercepIons

8. INFLUENCES IN PREFERENCES & DECISIONS
MICROENTREPRENEUR MARKET
INTERPERSONAL
INFLUENCE
Family
Society
Culture

9. INFLUENCES IN PREFERENCES & DECISIONS
MICROENTREPRENEUR MARKET
NONPERSONAL
INFLUENCE
Time
Place
Environment

10. INFLUENCES IN PREFERENCES & DECISIONS
MICROENTREPRENEUR MARKET
PURCHASE
DECISION
Affordability
Ease Of Use
PracIcality

11. INFLUENCES IN PREFERENCES & DECISIONS
MICROENTREPRENEUR MARKET
POST-PURCHASE
DECISION
Experience
Feedback
Peer Pressure

12. CHANGING SERVICE DEMAND
WHAT IS THE BRAND IMAGE
AND EXECUTION YOU HAVE
CREATED IN THE MICROFINANCE
MARKETPLACE THAT MAKES YOU
DIFFERENT AND OF VALUETO THE
MICROENTREPRENEUR?

13. CHANGING SERVICE DEMAND
• TARGET MARKET
• DYNAMICS
A
R C P
E O I A
N S R
A S
Y • IN SEARCH T T
S U
O • OF MEANING T E N
U L H A E
A T
• PROSPECT / CUSTOMER E M R
S A R S
E N E H
E T I
N • A I D A P

14. CHANGING SERVICE DEMAND
OF MICROENTREPRENEURS
RELIABLE
SPEED EFFORT OPTIONS
CONFIDENTIALITY CONSISTENCY
VALUE FOR MONEY

15. CHALLENGES MOVING FORWARD
MICROFINANCE
PAST PRESENT FUTURE
PERFORMANCE PERFORMANCE PERFORMANCE
MICROFINANCE MICROFINANCE MICROFINANCE

16. CHALLENGES MOVING FORWARD
MICROFINANCE
RELIABLE DEPENDABLE
(normal) (abnormal)
CREDIBLE
(tested & trusted)