Customer care Caring about your customers — and showing it through your service — gives you a high return on the time‚ effort and money you invest. Loyal customers are well worth nurturing. They buy more‚ more regularly. And the cost of selling to them is almost nil‚ whereas finding new customers is an expensive business. Satisfied customers will recommend your product to others. Dissatisfied customers will complain about you to an average of ten other customers and potential customers
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How does transformational leadership affect customer satisfaction? Introduction In recent years‚ the concept of leadership focuses more on transformational leadership‚ which is a contemporary view of leadership (Bass‚ 1985). Also‚ Employee empowerment becomes one of the leadership issues in the 21 century. From the previous studies‚ it is found that transformational leadership is associated with employee empowerment‚ whereas the association between employee empowerment and customer satisfaction
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Chapter 1 Marketing: creating and capturing customer value 4. Name and describe the five different marketing management orientations. Which orientation do you believe your school follows when marketing its undergraduate program? The five marketing management orientations are production concept‚ product concept‚ selling concept‚ marketing concept and societal marketing concept. Production concept is the idea that consumers will favor products that are available and highly affordable and
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segmentation and performance. MGMT E-6020 Final Project Value Proposition and Positioning “In its simplest form‚ a value proposition is the summation of the brand’s functional‚ emotional and self–expressive benefits that bring value to the customer.”1 Southwest Airline’s value proposition is simply to get passengers to their destinations on time‚ at the lowest possible cost‚ and to have fun while doing it. This value proposition is summarized on the Southwest website (www.southwest.com) in
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Designing Customer Driven Marketing Strategy: Now-a-days companies recognize that they can not appeal to all buyers in the marketplace or at least not to all buyers in the same way. Buyers are too numerous‚ too scattered‚ and too varied in their needs and buying practices. Moreover‚ the companies themselves vary widely in their abilities to serve different segments of the market. There are 4 steps of designing customer driven marketing strategy. They are described below: (i) Market Segmentation:
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Customer loyalty and customer satisfaction Customer Loyalty can be difficult to define given the different views that are presented within the literature. Zithaml‚ Berry and Parasuraman (1996) determine that loyalty includes a customer’s intention to stay with an organisation and that loyalty includes four elements: repurchase intentions‚ recommending the service provider to other customers‚ less complaints and tolerance of price increases. Oliver‚ (1999) provides a different definition and
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among companies‚ a good product is no longer a strong enough source of companies’ competitive advantage‚ though it is still necessary to remain competitive of companies in the market. Many companies have focused on reengineering or flattening their organization to reduce cost and increase profit but the overall results did not meet their expectation of profit. Therefore‚ more and more companies are accomplishing strategies to provide more preeminent customer value which will help the companies consolidate
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What is a Product? In marketing‚ the term “product” is often used as a catch-all word to identify solutions a marketer provides to its target market. We will follow this approach and permit the term “product” to cover offerings that fall into one of the following categories: * Goods – Something is considered a good if it is a tangible item. That is‚ it is something that is felt‚ tasted‚ heard‚ smelled or seen. For example‚ bicycles‚ cellphones‚ and donuts are all examples of tangible goods
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How the Customer influences Business Strategy A business strategy describe how a particular business intends to success in its chosen market place against its competitors. It therefore represents the best attempt that the management can make at defining and securing the future of that business. A business strategy should provide clear answer to the questions: - What is the scope of the business to which this strategy applies? - What are the current and future needs of customers and potential
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01-Rowe-45233.qxd 3/26/2007 12:53 PM Page 1 1 LEADERSHIP—WHAT IS IT? CEOs tell us that their most pressing need is for more leaders in their organizations—not the consummate role-players who seem to surround them. —Rob Goffee and Gareth Jones G ary Yukl (2006) defines leadership as “the process of influencing others to understand and agree about what needs to be done and how to do it‚ and the process of facilitating individual and collective efforts to accomplish shared objectives”
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