1000 results for “Customer Loyalty”.
The study will utilize random sampling technique at three different grocery locations. The researcher will administer the study to customers who are shopping at the store. The researcher will ask the customer questions about what influenced their decision to shop at that particular store that day.
Data Collection Method
The primary data collection method for the study will be quantitative. Quantitative study methods are most useful when the data can be transformed into t numerical data point. This study will compare the importance of the factors being examined through a Likert-type survey questionnaire. Study participants will fill out and return the study results immediately to the researcher onsite.
Contribution of Study
This study will contribute to a better understanding of the importance of customer loyalty cards to the decision to shop at a particular grocer. The study will help manager, policy makers, and other researchers better understand how…
Basso, L., Clements, M., & Ross, T. 2007. Moral Hazard and Customer Loyalty Programs. [online]. 14 August 2007. Available at http://www.economics.ucr.edu/seminars/winter08/ets/TomRoss.pdf [Accessed 25 October 2008[.
Butscher, S. 2002. Customer Loyalty Programmes & Clubs. 2nd Edition. Aldershot, England: Gower Publishing Company.
CIOInsight. 2003. Trends: Loyalty Programs. CIO Insight Online. [internet] 1 December 2003. Available at http://www.cioinsight.com/c/a/Special-Reports/Trends-Loyalty-Programs/ [Accessed 25 October 2008]/
Dowling, G., & Uncles, M. 1997. Do Customer Loyalty Programs Really Work? MIT Sloan Management Review [online] Summer 1997. 38 (4): 71-82. Available at http://sloanreview.mit.edu/smr/issue/1997/summer/6/ [Accessed 25 October 2008].
Affecting Customer Loyalty
Customer Grade Course
This research study introduces a comprehensive conceptual framework of customer loyalty within the retail sector. It emphasizes on the perceived loyalty amongst fast moving consumer goods and attempts to explore the moderating effects of the various different factors that might influence them.
The researcher will begin by creating an understanding of the term "customer loyalty" and its significance importance in the retail sector. Additionally, the researcher shall also attempt to explore the purchase decisions made by the consumers and what really prompts them to be loyal to certain brands of product while simultaneously evaluating the importance of price, quality, brand or any other factor that might impact their loyalty status and purchase decision.
Finally, the research study will conclude by delineating the factors which impacts consumer loyalty at the same time trying to establish a means of measuring the impact of consumer…
Aaker, Kumar & Day, 1995, Marketing Research, 5th edition, John Wiley & Sons, Inc., United States
Assael, Henry., 1984, Consumer Behavior and Marketing Action, 2nd edition, Kent Publishing, USA
Buttle, Francis (2006, July 11), Does service failure influence customer loyalty? Available from http://onlinelibrary.wiley.com/doi/10.1002/cb.67/abstract [May 19th 2011]
Dick, Alan S., 1994, Customer Loyalty: Towards an Integrated Conceptual Framework, Journal of Academy of Marketing Science
Pros and Cons of the findings
The authors of Zero defection: Quality comes to service found out that there was tripling of the profits generated by one customer from in the fourth year than in the first year and this shows the advantages of loyalty because it leads to increased profits. All this profit is lost whenever the customer defects from the company. This increased profitability with loyalty is also evident in the credit card finding. The customer who is newly acquired generates only the base profit when using the card at first but after the second year, there will be improved economics. The usage increases as they become more familiar with the services. The disadvantage of these findings is that the profitability puzzle does contain many pieces and a direct association with loyalty is never definite (Ranaweera, 2007, p.115).
One advantage in the findings from the article The…
Taken together, United Natural Foods is looking to create pull-based demand throughout its distribution channels and increase sales activity, leading to more profitability over the long-term. The focus on two of the three elements being oriented towards the consumer is deliberate to further pull products through distribution channels as well.
If they are not used, should they be used?
They are used as the analysis indicates, yet United Natural Foods could also augment these efforts by concentrating more on channel-based and retailer-specific promotions over the long-term, further ensuring a higher level of sales productivity as well.
If they should be used, explain why they should be used. If they should not be used, explain why they should not be used.
Each one of the elements or components of the strategy need to be used and expanded over time to more fully meet the unmet needs of the customers these communication…
The high tech approach to managing new product introductions is to create an online password-protected website, often called a portal, and quickly upload and share all information about the new product introduction this way. This approach assumes that members of the sales force both for the company and for the direct sales channels will actually log in and use the data presented. It also assumes that all members of the channel have Internet access as well.
The low-tech approach is more time-consuming and expensive, yet it does make the new product introduction very memorable. This approach involves sending out product introduction packages overnight, calling each distributor, dealer and salesperson to make sure they got it, and explaining it to them. This approach is very costly and can also suffer from information lag times if the products change rapidly.
The high tech approach is most appropriate with products that have very…
Andritsos, D., & Tang, . (2010). Launching new products through exclusive sales channels. European Journal of Operational Research, 204(2), 366.
Oren Harari. (1999). Margin killers. Management Review, 88(11), 33-36.
Kurt Johnson, & Mark Leger. (1999, September). Loyalty marketing: Keeping in contact with the right customers. Direct Marketing, 62(5), 36-42.
Marshall, N.. (2010). Commitment, Loyalty And Customer Lifetime Value: Investigating The Relationships Among Key Determinants. Journal of Business & Economics Research, 8(8), 67-84.
Much marketing research has been done on analysing customer behaviour and retention. As a consequence, it is crucial for online companies to create a loyal customer base, as well as to monitor the profitability of each segment (Reinartz and Kumar, 2002)
Definition of customer e-loyalty
Customer loyalty has been defined as "a deeply held commitment to re-buy or re-patronize a preferred product/service consistently in the future, thereby causing repetitive same-brand or same brand-set purchasing, despite situational influences and marketing efforts having the potential to cause switching behaviour" (Oliver, 1999). This general definition appears to apply to e-loyalty as well. Another briefer and more specific definition is provided by Anderson and Srinivasan (2003), who define e-loyalty as "the customer's favourable attitude toward an electronic business, resulting in repeat purchasing behaviour" (p. ____).
Since it is considered difficult to gain loyal customers on the internet without directly contact (Gommans et al., 2001),…
Bibliography and Reference
Anderson, R.E. And Srinivasan, S.S. (2003), E-satisfaction and e-loyalty: a contingency framework, Psychology and Marketing, Vol.20 No.2, pp. 123-38
Arregle, J.L., Borza, A., Dacin, M.T., Hitt, M.A., and Levitas, E. (2000), Partner selection in emerging and developed market contexts: Resource-based and organizational learning perspectives. Academy of Management Journal, Vol. 43, No. 3, pp. 449-67. In Everett & Lo, p. 17.
Bailey, Scott and Schultz, D.E. (2000), Customer/brand loyalty in an interactive marketplace. Journal of Advertising Research, Vol. 40, No. 3, p. 41.
Customer Loyalty Program
In today's highly competitive marketing climate, the only way to ensure revenue is to retain customers; move purchasers to customers, and enhance the customer satisfaction index for all clients. Customer loyalty and customer satisfaction are not synonymous, however, and they have differing meanings to different types of customers. Usually, customer satisfaction is a quantitative measurement of client attitudes about products, services, branding, or delivery. Customer loyalty is both the behavior of the customer (repeat clients) or a strong and robust attitude about the brand or service that makes shopping habitual. It is this loyalty of behavior that has a direct correlation to sales and market share since, depending on product or service, the amount a quality of competition varies significantly (Hallowell, 1996). Research also shows us that the place to enhance these issues is that the retail point of purchase; this is the place in which all…
Increasing Customer Loyalty. (2011). Harvard Business Review. Boston, MA: Harvard Business School Press.
Gitomer, Jeffrey. (1998). Customer Satisfaction is Worthless -- Customer Loyalty is Priceless.
Hallowell, R. (1996). The Relationships of Customer Satisfaction, Customer Loyalty, and Probability. International Journal of Service Industry Management. 7:4, 27-42.
In order to rise above competition, the company is committed to providing the highest quality of technical support to its clients, as demonstrated by its purchase of ATG. This software would result in reduced costs, increased revenue, and improved customer retention.
pecifically, the software gives the company the ability to reduce the time involved in solving customer queries and concomitantly increasing the volume of calls that can be handled. Furthermore, the queries and calls referred to higher levels of the company's management is decreased by centralizing the customers' access to relevant information sources. The quality and content of this service are also improved by analyzing daily interactions with customers. The service is made more efficient and accurate in this way. Finally, revenue opportunities are also increased by a feature that suggests up-sell and cross-sell possibilities.
According to Business Wire (2005), Genpact's RightAnswers' Knowledge-Pak libraries also integrate with the ATG software.…
Business Wire. (2005, Dec. 12). General Electric-Owned Genpact Delivers Superior Customer Service with ATG's Progressive Call Center Technology. Database: FindArticles. http://findarticles.com/p/articles/mi_m0EIN/is_2005_Dec_12/ai_n15929810/
General Electric (2008). GE Citizenship: Building a Customer Focus. http://www.ge.com/citizenship/performance_areas/customers_focus.jsp
O'Connor, Ashling (2008, Aug. 21). Thrilling Olympics give General Electric a surge in power. The Times. http://business.timesonline.co.uk/tol/business/industry_sectors/media/article4576410.ece
Samuelson, Walt. (2006). Customer Satisfaction Simplified. Ad Revamp.
The first one defines customer loyalty as a kind of attitude that is developed by the customers.The second one is behavioral (Yi,1990). Customer satisfaction, loyalty and profitability are therefore intertwined (Storbacka et al., 1994).
This study has attempted to the factors that create and fuel customer loyalty at CH2M Hill. The study found a string correlation between quality service deliveries (based on the principles of outperformanceTM) with increased customer loyalty. We can therefore conclude that the outperformanceTM model effectively improves the level of customer loyalty at CH2M Hill.
Baldridge (2010). An executive's guide to the criteria of performance excellence http://www.nist.gov/baldrige/publications/upload/Baldrige_20_20.pdf
Barnes, J.G. (2003), "Establishing meaningful customer relationships: why some companies and brands mean more to their customers," Managing Service Quality, Vol. 13 No.3, pp.178-86.
CH2M Hill (2011).CH2M Hill 2011 Sustainability eport Overview
Dick, A., Basu, K. (1994), "Customer loyalty: toward an integrated conceptual framework," Journal of Marketing…
Baldridge (2010). An executive's guide to the criteria of performance excellence http://www.nist.gov/baldrige/publications/upload/Baldrige_20_20.pdf
Barnes, J.G. (2003), "Establishing meaningful customer relationships: why some companies and brands mean more to their customers," Managing Service Quality, Vol. 13 No.3, pp.178-86.
CH2M Hill (2011).CH2M Hill 2011 Sustainability Report Overview
This information is necessary to presenting order to offer a clear set of data to potential buyers. Then, there is the second set of data, which appeals to consumer emotions. Owning the new Maserati car empowers the individual, offers him prestige and makes a fashion statement.
Another feature integrant to the market positioning plan would revolve around the limited number of automobile manufactured and sold. The fact that the car is only available within given restrictions makes it more interesting and desirable to the consumer. The fact that only few people will be able to own the car -- and that the potential buyer has the ability to become one of these few people -- further increased the interest in the Maserati vehicle. In other words, the company should promote the idea that the new car is a unique one and that the owner of such a product could also…
Twitchell, J., August / September 2002, Needing the Unnecessary -- The democratization of luxury
Wilkinson, S., 2009, Selling the Bugatti Veyron, Forbes Magazine, Edition of March-April
2008, History of Industry, Japan Clock and Watch Association, http://www.jcwa.or.jp/eng/historyindustry/history01.html last accessed on May 27, 2009
One excellent way to cut through the inflated metrics is to have customers actually define their level of sat5isfaction with the programs at an experiential level using SEVQUAL or any other number of research methodologies and programs (Norton, Pine, 2009). It is also critically important to have the metrics of participation coordinated with the financial metrics to ensure a high level of accountability is achieved and auditability of results as well (Murthi, Steffes, asheed, 2011). Often the most vocal opponents of any customer loyalty program point to the lack of traceability back to sales results and program development leading to actual sales and profits (Murthi, Steffes, asheed, 2011). It is best to anchor these two attributes together and have complete transparency and authenticity about what is going on in the customer loyalty program to ensure its success (Norton, Pine, 2009).
Customer loyalty programs can significantly increase profitability of a…
Bagchi, R., & Li, X.. (2011). Illusionary Progress in Loyalty Programs: Magnitudes, Reward Distances, and Step-Size Ambiguity. Journal of Consumer Research, 37(5), 888.
Murthi, B., Steffes, E., & Rasheed, A.. (2011). What price loyalty? A fresh look at loyalty programs in the credit card industry. Journal of Financial Services Marketing, 16(1), 5-13.
David W. Norton, & B. Joseph Pine II. (2009). Unique experiences: disruptive innovations offer customers more "time well spent." Strategy & Leadership, 37(6), 4-9.
Wei-Ming Ou, Chia-Mei Shih, Chin-Yuan Chen, & Kuo-Chang Wang. (2011). Relationships among customer loyalty programs, service quality, relationship quality and loyalty. Chinese Management Studies, 5(2), 194-206.
Domination of the high-profit vending segment.
2. Low-cost distribution system.
3. Revamping of its organization system.
Through consolidation of control over the network of bottlers the low-cost distribution system became a reality. The skills that were vital to management of the bottling end of the business were addressed through plants operations, regional marketing and distribution. Wise (2001) According to the AMR Research Supply Chain Top 25: "The basis of competition for winning companies in today's economy is supply chain superiority." The AMR report further states that Demand-driven supply networks (DDSN) have replaced the traditional push model that worked so well in the 20th century. The customer-centric model is what is termed a "pull-model" that, according to the AMR report does the following:
Embeds product innovation
Manages demand proactively
Utilizes stochastic optimization methods to deal with variability.
The result is: "A nimbler business that leverages intellectual assets and more quickly seizes…
Wise, Rick (2001) A Blueprint for Shareholder Value Growth: Winning Through Strategic Business Design (2001) Questia Library Online
Slywotqky, Adrian J. et al. (1997) From the Profit Zone: How Strategic Business Design Will Lead You to Tomorrow Profits 1997. [Online] available at http://www.google.com/search?q=Centric+Business+Design:=Coca+Cola+Company&hl=en&1r=&ie=UTF-8&start=10&sa=N
Traditional Growth Moves: The Old Approaches are Losing Steam 2002 Mercer Management Consulting, Inc.
A i2 Business Optimization Services: The Road Map to Business Excellence (2004) i2 Technologies [Online] available at http://www.i2.com/assets/pdf/services/BRO_i2_BOX_bro7139_FINAL.pdf
This irritated the client, but the situation was the worst when he took the family on an international trip and found that their seats has been reassigned to the non-Premier areas of the aircraft with less legroom. This also happened on subsequent flights, and the client felt that he was treated like baggage. (Sturm, 2004) It has already been seen that this airline is concerned about their customers, yet the airline succeeded in irritating a customer with what the customer feels is "lack of gratitude." One is sure that what the airline staff did was according to the laws, but the client was unhappy. This is generally the result of not being able to communicate in a manner that makes clients happy. Thus methods of implementation are probably as important as the policies themselves.
Let us now look at another airline from the list. Delta Air Lines chief customer service…
American Airlines adds extra feature and more self-service machines" (16 September, 2005)
Airline Industry Information. Retrieved at http://www.findarticles.com/p/articles/mi_m0CWU/is_2005_Sept_16/ai_n15397415Accessed 7 October, 2005
Delta Air Lines aims to climb customer satisfaction table" (6 October, 2004) Airline
Industry Information. Retrieved at http://www.findarticles.com/p/articles/mi_m0CWU/is_2004_Oct_6/ai_n6228361 . Accessed 7 October, 2005
Even customers who are satisfied with something do not always return to that specific business, especially if the business is somewhat out of the way or relatively inconvenient to get to (Jackson, Cunningham, & Cunningham, 1988).
Customer loyalty is generally thought to be achieved when a customer returns to buy something that they have bought before from the same company (Jackson, Cunningham, & Cunningham, 1988). There are many other ways to measure loyalty statistically, but it basically boils down to a customer returning to a business even though there are so many other choices available (Jackson, Cunningham, & Cunningham, 1988).
There are many ways to increase customer loyalty and it is significant to discuss some of them here (Rackham, Honey, Colbert, Fields, Hinson, Morgran, Morris, Sugden, & Tribe, 1971). One of the best ways is to meet or exceed many of the service standards that others in the industry have…
Achrol, R. & Stern, L.W. (1988). Environmental Determinants of Decision Making Uncertainty in Marketing Channels. Journal of Marketing Research, 25: 36-50.
Assael, H. (1987). Consumer Behavior and Marketing Action. Third Edition, Boston, MA: PWS-Kent.
Bitran, G., and Hoech, J. (1990). The Humanization of Service: Respect at the Moment of Truth. Sloan Management Review, 31(4), 89-96.
Boyan, l. And Enright, R. (1992). High Performance Sales Training. New York: AMACOM Division of American Management Association.
When comparing the theoretical wins of customers targeted with the budget upside program with its incremental cost, the difference is $1,927, which amounts to 4%. This is significantly less than the results of the frequency upside program, but nonetheless a positive value that resulted in profit. The initial investment in this program is also significantly lower than that of the frequency upside program.
Harrah's CM strategy is to focus entirely on customers and their potential behavior. It is assumed that everything Harrah's gives them has an effect upon customers' future gambling decisions. Hence, the Gold Card program is used to collect customer profiles, which in turn are used in it direct marketing efforts targeted towards customers who have shown the potential for loyalty. In this way, the programs are conducted in an integrated way to target customers who are most likely to be loyal in the future of Harrah's.
Berndt, a., Herbst, F. And Roux, L. (2005, Fall). Implementing a Customer Relationship management Programme in an Emerging Market. Journal of Global Business and Technology. Vol. 1, No. 2. Retrieved from: http://www.gbata.com/docs/jgbat/v1n2/v1n2p7.pdf
Buttle, F. (2008). Customer Relationship Management. Butterworth-Heinemann.
Trevino, L.K. And Nelson, K.A. (2010). Managing Business Ethics. John Wiley and Sons.
Nordstrom, Inc. has long enjoyed a reputation for providing superior customer service. This paper examines Nordstrom strategies that the retailer employs to build customer relationships and promote customer loyalty.
Nordstrom is one of the nation's leading fashion specialty retailers, with 204 stores that are located in 28 states. It was founded in 1901 as a shoe store in Seattle, and today operates 115 full-line stores, 86 Nordstrom Racks, two Jeffrey boutiques, and one clearance store. Nordstrom also serves its customers through its website and through its catalogs (Gonzales, 2).
Nordstrom's business strategy has been called "greed through love" (deFelice). The 110-year-old retailer owes its success to customer-friendly policies that are well-known, widely admired, and frequently imitated in the U.S. retail industry. Nordstrom employees work to form customer relationships, and the company is known to have one of the most customer friendly merchandise return policies in the global retail…
Brzozowski, Len. "Customer Service: A Culture, Not a Department." 2011. Xavier University. 20 April 2011. < http://www.xavier.edu/xlc/about/Customer-Service-A-Culture,-Not-a-Department.cfm >
DeFelice, Alexandra. "A Century of Customer Love." 2005. DestinationCRM.com. 20 April 2011. < http://www.destinationcrm.com/Articles/ReadArticle.aspx?ArticleID=42958 >
Farfan, Barbara. "Customer-centric Choices Lead Nordstrom From Distress to Success." 2010. About.com. 20 April 2011. < http://retailindustry.about.com/od/retailtrendsetters/ig/2010-U.S.-Retail-Store-Openings/Nordstrom-2010-Store-Openings.htm>
Gonzales, Kristen. "Nordstrom announces beneficiaries for Christiana Mall store opening gala." 2010. Thomson Reuters Investor Relations Solutions. 16 December 2010.
All those nice customer-friendly marketing techniques notwithstanding, hite notes, customer-centered personalization can't work well without being linked with high-quality, high-visibility customer service.
Even some of the most successful corporations, like IBM, apparently stumbled along for a time, totally failing to "get it" when it came to customer-centric strategies. According to the industry publication Chain Store Age, in the early 1990s, a customer-centric culture "was foreign to Big Blue" - and to al-Mart - until fairly recently. The writer goes on to explain that when considering al-Mart and Target (two retail giants that are becoming "more alike than different"), "sameness" is a "trap" that happens when a company "takes its eye off the brand to focus on the numbers, loyalty goes by the wayside. It happened to Sears," the article asserts.
RESISTANCE TO CCS/CRM: In the Jossey-Bass book, Designing The Customer-Centric Organization (Galbraith 2005), the author suggests that businesses that hesitate…
Angel, Robert. (2004). Sustaining Profitable Customer Relationships Requires Real Leadership.
Ivey Business Journal, 1-7.
Berry, Leonard L. (2001). The Old Pillars of New Retailing. Harvard Business Review on Customer Relationship Management.
Chain Store Age. (2006). The Retail Life Cycle. Retrieved 10 Jan 2007 at http://www.chainstoreage.com .
For product management professionals in the B2C market, the challenges are even greater as the competition and speed in their markets is magnitudes greater than their B2B counterparts. Often consumer-oriented products have a high degree of seasonality to them, substitutes abound, and product lifecycles can be very short (Thorpe, Morgan, 2007). Determining the best possible market segments, defining customers as accurately as possible and monitoring the performance of go-to-market strategies is critical for a new business to succeed in consumer-based or B2C-oriented markets (Van Fleet, Van Fleet, Flint, 2010). Considering how competitive the consumer packaged goods (CPG) market is and the level of investment required for any new product to be successful, the need for accurate customer information becomes central to innovation (Kannan, Yim, 2001). The success of Proctor & Gamble in the CPG markets they compete in is evidence of how thoroughly customer insight, intelligence and market segment analysis…
David W. Crain, & Stan Abraham. (2008). Using value-chain analysis to discover customers' strategic needs. Strategy & Leadership, 36(4), 29-39.
George Crocker, & Yi-Chung Tay. (2004, July). WHAT it TAKES to CREATE a SUCCESSFUL BRAND. The China Business Review, 31(4), 10-16.
Paul Hughes, Robert E. Morgan, & Yiannis Kouropalatis. (2008). Market knowledge diffusion and business performance. European Journal of Marketing, 42(11/12), 1372-1395.
PK Kannan, & Chi Kin (Bennett) Yim. (2001). An investigation of the impact of promotions on across-market competition. Journal of Business Research, 53(3), 137-149.
Managing relationships is one of the critical success factors in managing sales. What form might relationships between selling organisations and customers take?
There are many forms that relationships taken between selling organizations and customers. The most critical determinant of how the relationships and selling organizations is the business model of the company itself. For those companies whose business models are predicated on solving complex, intricate problems for customers, direct selling relationships are the most common. The reliance on a consultative, relationship-based selling strategy is often used by companies whose business models focus on complex, challenging problems other businesses have. This approach to selling often puts the role of being a trusted advisor at the center of the selling relationship strategies (Czerniawska, 2005).
In companies who have products that rely primarily on price and availability, the selling relationship are focused on direct selling, persuasive selling, and price-based selling (Leibowitz,…
Fiona Czerniawska. (2005). The New Business Consulting Landscape. Consulting to Management, 16(4), 3-6.
Leibowitz, J.. (2010). Rediscovering the art of selling. The McKinsey Quarterly,(2), 117.
This creates a strong customer base that can help the company through financially difficult periods and gives the company a leeway in terms of price control and product development. A company that can keep customers also tends to have a higher market share than its competitors. Customer care usually works its way back around and acts as advertising through the company, generally by word of mouth from satisfied customers. The more impressed a customer is with the service and care provided, the more likely they will be to recommend the business and mention its virtues to friends and family, increasing the customer pool through indirect advertising.
To ensure that out clients are assured of their pick and choice, as the Marketing director I recommend that the company gives warranties to all the electronics that ordinarily our competitors would not give. It is noted by the research conducted by…
Bob L, (2001). Beat your Competition without cutting your prices.
Bosses Go "Undercover" to Learn, Engage Employees. (2010). Retrieved on March 30, 2010
For this study we take the example of Tesco PLC and study its website to get an understanding of the type of efforts that the retailer makes to create customer relationship.
In this assignment we would study the website of Tesco groceries - http://www.tesco.com/groceries.
As is evident from the website the primary aim of the company is to target those customers who are looking for low cost yet good quality of products. The number of offer that the company is offering in the website is testimony of the fact. Secondly, the company wants to appeal to the customers by providing them several facilities to increase the ease of shopping. For example the delivery saver scheme where the company would provide delivery of grocery products to the designated address for just 3 pounds or unlimited delivery of grocery for 25 pounds a month or savings in delivery charges t…
Heinz.com,. (2015). Heinz - Ketchup. Retrieved 25 June 2015, from http://www.heinz.com/our-food/products/ketchup.aspx
Heinz.com,. (2015). Heinz Corporate Social Responsiblity. Retrieved 25 June 2015, from http://www.heinz.com/sustainability/nutrition.aspx hersheys.com,. (2015). Chocolate Dessert Recipes for All!. Retrieved 25 June 2015, from http://www.hersheys.com/pure-recipes.aspx hersheys.com,. (2015). Have you tried HERSHEY'S Milk Chocolate Bar?. Retrieved 25 June 2015, from http://www.hersheys.com/pure-products/details.aspx?id=3480
Mail Online,. (2012). Tesco to target customers according to their wealth by using their Clubcard data to personalise its website. Retrieved 25 June 2015, from http://www.dailymail.co.uk/news/article-2164660/Tesco-target-customers-according-wealth-using-Clubcard-data-personalise-website.html
Tesco.com,. (2015). Online grocery shopping | Tesco Groceries. Retrieved 25 June 2015, from http://www.tesco.com/groceries/
"Thee aspects of Concept: Band Expeiences, Band Image and Custome Satisfaction.
I must discuss and give examples of how each band inspies loyalty. Name a few bands.
The seven bands that inspie the most loyalty, accoding to business website ("Main Steet") ae the following:
Each of these fits the definition of band expeiences as conceptualized by Bakus et al. (2009) as something which consists of sensations, feelings, cognitions, and behavioal esponses. Each of these factos too is evoked by cetain aspects of the band's packaging such as envionment, communication, and oveall stimuli. Band expeience, theefoe, accoding to Bakus et al. (2009) is synonymous to band image which essentially consists of fou dimensions: sensoy, affective, intellectual, and behavioal. When each of these fou concete dimensions is fulfilled, custome loyalty is the end esult since the custome has been satisfied in…
references. It looks ahead. Brand image, on the other hand, is subjective, particular (rather than general), and looks back (to subjective experience) in forming one's opinion about the brand (MSG; online).
Brand identity is active; the company invests enormous expense, thought, time, and effort into creating its brand. Image, on the other hand, is passive. It is the consumer's experience with the brand or his experience with image associations of brand.
Finally, brand identity signifies the company's promise to consumer about deliverance of their brand. Brand image, on the other hand, signifies the consumer's experience with the brand: whether or not she is satisfied (managementstudyguide.com, online).
Each of the 7 brands listed above were packaged with their own identity. Each of them gained a certain image that according to Barkus et al. (2009) satisfied clients in the dimensions of sensory, affective, intellectual, and behavioral. At least three of them also provided COR associations. The result is a product that produces a satisfied customer. And a satisfied customer -- if he/she remain so -- becomes a loyal one.
Lai, F et al. (2009) How quality, value, image, and satisfaction create loyalty at a Chinese telecom mpact of Culture on Marketing Strategy, 62, 980 -- 986
Lai et al. (2009) propose and test a model that examines possible associaitons between service quality, value, image, satisfaction, and loyalty in China. The investigation and analysis of survey data from 118 customers of a Chinese mobile communications company reveals that quality of service directly influences both the perceived value and the image perceptions of the company, that this perceived value and customer image of the company after influence customer satisfaction, that the image of the manager influences the value of the company, and that both customer's satisfaction and perceived value (as well as real value) of company are the basic factors of loyalty.
The research is reliable in that a significant number of customers were surveyed. Limitations, however, consist in the…
Implications for our essay suggest that loyalty can be premised on management strategies that seek to understand the customer and satisfy his desires. Loyalty can be traced, as the previous articles suggested, to various factors. Liao and Hsei (2011) suggest that excellent customer service is the key value.
'Loyalty' is an important concept that stretches across disciplines and, being abstract, may be hard to achieve. Nonetheless, it is important both for businesses and for public and private concern. Loyalty can be achieved through various ways -- trust in manager, trust in service, trust in brand, attraction to perceived value of company and so forth. Is there one overall way to achieving and retaining an individual's loyalty? The thesis suggests that by manager (or individual) predicting and fulfilling the customer (or other's) needs and desires in all ways, customer loyalty can be achieved and retained.
The employees should be firmly committed to the firm, they are the face of a firm (also its eyes and ears). The staff focus should be involved in the process management, also their measurement and knowledge as well as initial contact with customers, all contribute to the performance of the organization.
Firms need to provide results on a consistent basis, be innovative and should respond quickly to any changes in environment for giving exceptional results and satisfying customers. Further in continuous improvement, aspects such as redesign of processes or services, upgraded technology systems, proper paperwork should be focused upon. Continuous improvement requires all firms' members to look for opportunities to improve. Overall, the continuous improvement process involves customers, leadership, employees and quality. It is the customers who determine if the firm is providing quality. They are the judges of it. The leadership is useful for setting direction of the firm.…
Brown, S.A. (1998). Breakthrough Customer Service. Toronto: John Wiley & Sons.
Buttle, F. (2004). Customer Relationship Management. Amsterdam: Elsevier Butterworth-Heinemann.
Els, W. (2003). Winning at Service. Hoboken: John Wiley & Sons.
Horrell, E. (2006). The Kindness Revolution. New York: AMACOM.
2 of the respondents were self-employed and 11.2% of respondent were white-collar workers with 1.2% of respondents being blue-collar workers. The following chart shows the factor analysis results with VARIMAX rotation of traveler's perceptions of hotel attributes in the study of Choi and Chu (2000).
Factor Analysis Results with VARIMAX Rotation of Traveler's Perceptions of Hotel Attributes
Source: Choi and Chu (2000)
The following chart shows a 'regression analysis results of hotel factors according to Asian and Western travellers overall satisfaction levels.
Regression Analysis Results of Hotel Factors According to Asian and Western Travelers Overall Satisfaction Levels
Source: Choi and Chu (2000)
2.3.1 Definition of customer loyalty
Kandampully and Suhartanto (2000) define a loyal customer as "a customer who purchases from the same service provider whenever possible, and who continues to recommend or maintain a positive attitude toward the service provider" (p. 346).
2.3.2 Loyalty dimensions
Andreassen, Tor Wallin and Lindestad, Bodil (1998) Customer Loyalty and Complex Services: The Impact of Corporate Imagine on Quality, Customer Satisfaction and Loyalty for Customers with Varying Degrees of Service Expertise. International Journal of Service Management Vol. 9, No. 1, 1998. MCB University Press.
Bowen, John T. And Chen, Shiang-Lih (2001) the Relationship Between Customer Loyalty and Customer Satisfaction. The International Journal of Contemporary Hospitality Management. 13/5 2001. MCB University Press.
Kandampully, Jay and Suhartanto, Dwi (2000) Customer Loyalty in the Hotel Industry: The Role of Customer Satisfaction and Image. Vol. 12 Issue 6. International Journal of Contemporary Hospitality Management. Abstract Online available at http://www.emeraldinsight.com/Insight/viewContentItem.do;jsessionid=A7BB20EB4B5CF3B4A2F5E96AD85BD78B?contentType=Article&hdAction=lnkpdf&contentId=867348
Lindberg-Repo (nd) Word-of-Mouth Communication in the Hospitality Industry. CERS Center for Relationship Marketing and Service Management. Hotel School Cornell University. Online available at http://www.hotelschool.cornell.edu/chr/pdf/showpdf/chr/research/wordofmouth.pdf-my_path_info=chr/research/wordofmouth.pdf
anking and financial services includes such firms as investment banks, commercial banks, brokerage firms, and credit card institutions. The common it pulse throughout the daily operations of these organizations involves utilizing systems to communicate between branches and subsidiaries, establishing operations throughout the world, communicating with the end customer in order to facilitate transactions, and analyzing customer and market attributes in order to reduce uncertainties in such aspects as pricing policies" (p. 24). Some of the more salient issues affecting the financial services industry today are described further in Table ____ below.
Examples of utilization of information technology in order to enhance efficiency and productivity by the financial services industry.
Description of Impact
Credit card institutions store, retrieve, and analyze vast amounts of demographic customer information enabling them to more accurately target potential markets for new products and also identify less-attractive, credit-risk customers.
This allows them to…
Brewster, Chris, Hilary Harris and Paul Sparrow. (2004). Globalizing Human Resource Management. New York: Routledge.
Cocheo, S. (2006). "Does Your Product Line Need a Trim?" ABA Banking Journal, 98(7), 7.
Das, Dilip K. (2004). Financial Globalization and the Emerging Market Economies. New York: Routledge.
Dennis, Charles and Lisa Harris. (2002). Marketing the E-Business. London: Routledge.
Business Ethics: Using Top Quality Parts
Today, every business recognizes the importance of its customers to enhance its longevity. Indeed, customers, even more than investors, are responsible for the strength or weakness of a business. If the customer base is weak and relationships are not up to par, it is more than likely that the business will also suffer. For this reason, businesses have certain codes of ethics when entering into relationship with their customers to optimize these relationships. This is echoed throughout business publications, since a high sense of ethics fosters positive and high quality customer relationships. This, in turn, will create a positive image of the company among customers, who will in turn spread the word regarding the excellence of the company. For this reason, On-Time Technology Products (OTTP) cannot in good conscience succumb to pressure, even from large investors, to save expenses in unethical ways, including using…
Knauss, D. (2010, Jan. 19). The Role of Business Ethics in Relationships with Customers. Forbes. Retrieved from: http://www.forbes.com /2010/01/19/knauss-clorox-ethics-leadership-citizenship-ethics.html
Stack, L. (2014, Sep. 9). The Customer Code of Ethics: The 7 Beliefs of a great service attitude. Forbes. Retrieved from:
difficulty with customer retention for Storz & Bickel is that their chief high-end product, the Volcano Vaporizer, lacks "planned obsolescence."
I am using the term that was devised by Alfred P. Sloan for the Ford Motor Company, but this is now basically a strategy implemented by all major manufacturing corporations -- in some sense, the point of an iPhone 5 is that it will eventually be made obsolete by an iPhone 6, and thus customer retention strategies are built around maintaining brand loyalty. As Medeiros (2003) writes about the original planned obsolescence strategy: "Sloan's idea was that automobiles should change each year, and should each year become more expensive (at least to the cost of production)….Each year, the new-model cars would have more improvements added on, different engines, different styling, different comfort features" (287).
The problem is that this strategy -- which works well with Ford automobiles or Apple iPhones…
Medeiros, CA. (2003) High-wage economy, Sloanism and Fordism. In Wood, JC and Wood, MC. Alfred P. Sloan: Critical evaluations in business and management. New York: Routledge.
We shall, for the purposes of this paper, accept the proposition that we are moving from a culture that can be categorized as "you get what I give" to one where the customer is always right. In the real world, there are companies that do either, depending on their business model. But for the sake of argument we will assume the position of a company that is seeking to shift from the former to a more customer-centric vision of customer service. There are two elements to such a shift -- operational and cultural. Operations can be laid out in such a way that barriers to customer service that may have existed in the past are now removed, for example. Yet, because service is inherently customer-oriented, based on interactions, it is critical that the organization shifts to a customer-service-based culture. This is a massive cultural shift from an organizational…
Brady, M. & Cronin, J. (2001). Customer orientation: Effects on customer service perceptions and outcome behaviors. Journal of Service Research. Vol. 3 (3) 241-251.
Homburg, C., Muller, M. & Klarmann, M. (2011). When does salespeople's customer orientation lead to customer loyalty? The differential aspects of relational and functional customer orientation. Journal of the Acad. Mark. Sci. Vol. 39 (2011) 795-812.
Leggett, K. (2014). Forrester's top trends for customer service in 2014. Forrester. Retrieved March 22, 2014 from http://blogs.forrester.com/kate_leggett/14-01-13-forresters_top_trends_for_customer_service_in_2014
Linnenluecke, M. & Griffiths, A. (2010). Corporate sustainability and organizational culture. Journal of World Business. Vol. 45 (2010) 357-366.
Marketing Strategies in Costco's etail Stores
etail Store Loyalty
Besides being one of the leading U.S. retail stores, Costco has won the hearts of many customers. As a customer, I have maintained my loyalty to this retailer, thanks to their small, surprise gifts that often remind me to visit the store in a delighted manner. Often, these unexpected gifts reflect the law of reciprocity, meaning the company responds to my positive actions with a positive action (Dahmen, 2004). The gifts range from simple things like a digital card. However, I feel that Costco could improve their customer experience by offering a personalized, compelling and seamless brand experience. While seeking to satisfy consumers' demands, the retailer must focus on the degree of involvement that consumers have with their brands across channels. Therefore, Costco must deliver value to me to continue earning my loyalty. In the wake of e-.commerce boom, Costco needs…
Dahmen, P. (2004). Multi-Channel Strategies for Retail Financial Services: A Management-Framework for Designing and Implementing Multi-Channel Strategies. Wiesbaden: Deutscher Universita-tsverlag.
Gillespie, K., & Hennessey, H. D. (2011). Global marketing. Australia: South-Western Cengage Learning.
Lamb, C. W., Hair, J. F., & McDaniel, C. D. (2009). Essentials of marketing. Mason, Ohio: South-Western.
Customer elationship Management
Over the last several years, customer relationship management (CM) has become an area which is helping firms to reduce costs and increase productivity. This is because it is focusing on offering small, medium and large sized businesses with number of solutions to streamline their operations. While at the same time, they are utilizing technology to integrate various solutions together. The most notable include: technical support, sales, marketing and customer service. (Brookings, 2013) (Buttle, 2012)
These areas are helping firm to reduce their costs and more effectively understand what is most important to their customers. This is when they can introduce products and services which are most in demand. These objectives are achieved by creating a single platform and adapting to the organization itself. This offers a firm with a customized solution (via the Internet) that assists them in understanding cliental and the marketplace. (Brookings, 2013) (Buttle, 2012)…
A Smarter Approach to CRM. (2011). IBM. Retrieved from: http://www-935.ibm.com/services/us/gbs/alliances/microsoft/images/SMW03042WWEN.PDF
Brookings, M. (2013). What are the Advantages and Disadvantages of CRM? Houston Chronicle. Retrieved from: http://smallbusiness.chron.com/advantages-disadvantages-crm-43395.html
Buttle, F. (2012). Customer Relationship Management. New York, NY: Routledge.
Lawson, L. (2013). Just the Stats. IT Business Edge. Retrieved from: http://www.itbusinessedge.com/cm/blogs/lawson/just-the-stats-the-sad-sad-state-of-crm-integration/?cs=50900
Customer relationship management (CM) is an essential component of organizational management. The purpose of this discussion is to focus on a CM strategy for United Behavioral Health a subsidiary of United Health Care . . United Behavioral Health is dedicated to presenting customers with high quality, cost-effective, managed mental health and substance abuse services to its customers. The investigation suggests that the company's core values have been successfully implemented into the company's CM Strategy. The current CM strategy utilizes technology to allow customers to voice their opinions. Currently the company's website ubhweb.uhc.com provides a page that offers help to members that are experiencing problems. In addition, it provides customers with "coaches" that can help whenever problems arise. The company's customers are currently divided into three different groups; the employer division, the health plan division and the public sector. We found testimonials of customers who were extremely satisfied with the care…
Your Customers are Speaking To You. Do You Hear Them? 2002. 2 December 2004
Gupta S. Binggeli U., Poomes C.D., CRM in the Air. The McKinsey Quarterly. Page Number: 6+.
Jacobs F.A., Claire Kamm Latham, Choongseop Lee. 1998. The Relationship of Customer Satisfaction to Strategic Decisions. Journal of Managerial Issues. Volume: 10. Issue: 2. Page Number: 165+.
There are processes engrained in many healthcare providers that also protect the political balance of power and any change of these processes is seen as a demotion of political clout by senior managers. In many healthcare providers the accounting and finance departments are more concerned with managing their invoices and getting the bills out on time and accurate than ensuring a high level of customer service is delivered (Fishman, 2006). A second major factor in healthcare companies not addressing this issue of automating their systems is that there is the perception of new systems being a threat to the data itself; there is fear that once the date is put into the system it will somehow be lost or compromised. This fear of a lack of control over the data is often driven by information systems departments, who also fear their jobs will be taken over by the new system.…
Fishman, C (2006, April). Record Time. Fast Company, 62-66. Retrieved May 7, 2008 from the Business Source Premier database. (an 20038869).
Nussbaum, B, (2004, May 17). The Power of Design. Business Week, 3883(96). Retrieved May 4, 2008 from the Business Source Premier database. (an 13083784).
As has been mentioned in the introduction, the four tactics that comprise this strategy include providing a dedicated and exclusive customer service manager to the largest accounts due to their complex, often urgent, and difficult-to-solve problems and requests; the use of value-added promotions and coupons including added services that by themselves would be only marginally successful yet when bundled with other tactics appears to be working; the utilization of segmentation strategies for isolating the unmet needs of customers and designing loyalty programs for them and developing product line extensions to fulfill those needs; and the development of event-based marketing programs to involve and include customers in the major decisions surrounding the company. Our CEO is a big believer in advisory councils and uses these both for market research and customer retention.
The company excels at execution yet relies on anecdotal and a very imprecise methodology for actually quantifying the impact…
Once contractors and employees recognize that CUTCO is interested in making changes, they will willingly provide the company with the information they need to better understand what the customers want and need, and how they can best meet their need. When people talk poorly of a company, customers will hear this news much more quickly than they will hear about the positive gains the company has made or intends to make. When people talk negatively word spreads much quicker. Because of this, CUTCO needs to make amends to the individuals it wronged, and provide an accurate description of its practices so it can begin building a strong customer base. Once CUTCO does this, it can then concentrate on its brand. CUTCO already has a good branding strategy; they must simply ensure this strategy aligns with their objectives and the objectives of the people and contractors working with and for them.…
Alcas Corporation. (2007) CUTCO Cutlery: Company Info, Alcas Corp, Retrieved November 27, 2007: http://www.cutco.com/company/companyInfo.jsp
ConsumerAffairs.Com Inc. (2007) "Students Sue Knife Promoters,"
ConsumerAffairs.Com Inc., Retrieved November 27, 2007:
It is possible to find examples of nearly every service business in existence using SEVQUAL or a variation of this methodology to quantify customer service performance. An interesting second development is the correlation found between customer satisfaction, market share and profitability (Anderson, Fornell, Lehmann, 1994). Based on the strength of this association many companies are investing heavily in analytics to evaluate just how effective their customer service strategies are in earning satisfaction in the short-term and trust in the long-term.
Values-based differentiation and advanced methodologies for measuring customer satisfaction are re-ordering the global marketing landscape today. The emphasis on analytics is what many multinational and global marketers are using to unify these strategies, with the core focus being on how to translate their many combined efforts into the role of trusted advisor (Dimitriadis, Kouremenos, Kyrezis, 2011). Trust is the most powerful differentiator there is and is also highly effective…
Aksoy, L., Cooil, B., Groening, C., Keiningham, T.L., & Yalcin, A. (2009). Does customer satisfaction lead to an increased firm value? GfK Marketing Intelligence Review, 1(2), 8-15,61.
Anderson, E.W., Fornell, C., & Lehmann, D.R. (1994). Customer satisfaction, market share, and profitability: Findings from sweden. Journal of Marketing, 58(3), 53-53.
Badri, M.A., Abdulla, M., & Al-Madani, A. (2005). Information technology center service quality: Assessment and application of SERVQUAL. The International Journal of Quality & Reliability Management, 22(8), 819-848.
Boote, A.S. (1981). Market segmentation by personal values and salient product attributes. Journal of Advertising Research, 21(1), 29-29.
Tesco, the largest UK company, employs 260,000 people. This corporation has global aspirations and has come a long way in a relatively short period of time" (2003, p. 3).
According to the company's promotional literature, the employment figure for 2003 has almost doubled today, as shown in Table 1 below.
Current Key Figures for Tesco
Staff in the UK
Total stores in the UK
Number of markets
China, Czech Republic, Hungary, India, Japan, Malaysia, Poland, Republic of Ireland, Slovakia, South Korea, Thailand, Turkey, UK, USA
Note: Facts correct October 2010
Source: Tesco Quick Facts 2010
Figure 1. Respective Number of Tesco Retail Formats in the U.K.
Source: Based on tabular data in Tesco Quick Facts 2010
A brief summary of the company's guiding corporate strategy is provided in…
Lastly differentiating on the extent of experience our customers have had with Internet-based software is useful in defining how much extra time is necessary for software application training.
Discuss your efforts to create customer intimacy.
As our company relies intensively on long-term relationships with customers, taking a very active approach to creating customer intimacy is critical to our business. Our approach is to first concentrate on total accountability for our software by having our CEO visit each and every customer just after an installation to show a high degree of support and accountability. Next, we offer each customer the opportunity to join a customer advisory council specific to their industry and special interests. At present there are three customer advisory councils which give customers an opportunity to discuss their concerns, interested in new product ideas and see what is presently in development.
How will you customize your offering for particular…
Mobile Loyalty ackground
The mobile telephone system is part of a global communication sector that has a number of distinct but interlinked elements. Whether one talks on a telephone, searches the net, emails, sends texts or downloads and participates in web-generated data sharing, one is using the mobile telephone network more and more, to the point where it and some of the competing companies appear to be reaching their service capacities. Or at least this seems to be the case when it comes to doing what these large providers should be best at: adding and keeping customers. Maintaining a loyal buyer base -- one that truly likes and advocates for the provider -- or at least happily retaining one beyond a small contract period is critical for any company that wants to be able to serve the global marketplace (Sharpley, 2009).
Underlying many of the customer service practices and promises…
BIBLIOGRAPHY & REFERENCES
BBC Mobile (2011, Aug. 31). Mobile Internet use nearing 50%. Viewable at http://www.bbc.co.uk/news/technology-14731757 .
Bomsel, O., Cave, M., Le Blanc, G. And Neumann, K-H. (2003). How mobile termination charges shape the dynamics of the telecom sector. The University of Warwick. Viewable at http://www.cerna.ensmp.fr/Documents/OB-GLB-F2M-FinalReport.pdf .
BuddeCom (2012). United Kingdom - Mobile Market Insights, Statistics and Forecasts. Viewable http://www.budde.com.au/Research/United-Kingdom-Mobile-Market-Insights-Statistics-and-Forecasts.html .
DigitalBuzz (2011). Infographic: Mobile statistics, stats & facts 2011. Viewable and downloadable at http://www.digitalbuzzblog.com/2011-mobile-statistics-stats-facts-marketing-infographic/ .
Jones (2000) explains that "Competitive advantage can be gained through customer service management (CSM) when implemented as a comprehensive approach to centering the organization on the customer. To be successful in the CSM strategy, each area of an organization must see that, directly or indirectly, achieving its objectives contributes to the customer's overall experience with the organization (Jones (2000)."
The capacity for business growth as goals are met- if customer service is good loyal customers will begin to tell others about the company and the products and services that are available through the company (Bielski, 2002). When this occurs profit could increase and many goals can be met.
Weaknesses. The weaknesses of industry as it relates to customer service are as follows;
Lack of adequate customer service training/quality assurance- in many cases industry suffers because there is a lack of customer service training that is adequate enough to meet the…
Arogyaswamy, B., & Simmons, R.P. (1993). Value-Directed Management: Organizations, Customers, and Quality. Westport, CT: Quorum Books.
Bielski, L. (2002). The Rise and Fall and Rise Again of Customer Care: As We Move out of Recession, the Quest to Build More Solid Relationships Will Generate Renewed Interest in Customer Service. ABA Banking Journal, 94(8), 46+.
Denton, D.K. (2003). Empowering Intranets to Implement Strategy, Build Teamwork, and Manage Change / . Westport, CT: Praeger.
Jones, C.A. (2000, Summer). Extraordinary Customer Service Management: THE CRITICAL SUCCESS FACTORS. Business Perspectives, 12, 26.
Effects of CM on the Hospitality Industry
At a very strategic level, CM has made the hospitality industry much more attuned to the preferences, wants and needs of guests. It has also created a more responsive industry by capturing the needs of customers more efficiently and economically than was ever possible before. Specific areas that have changed the most include more of a focus on making multichannel strategies, from websites to Facebook, Twitter and other social networks, more responsive to the needs of the guest to provide feedback (Lim, Saldana, Saldana, Zegarra, 2011). There are also more effective analytics being used than ever before, creating greater insights into guest's patterns of purchasing not only accommodations but amenities as well (Phillips, Louvieris, 2005). CM's effect on the hospitality industry is very significant, bringing a strong customer orientation to the industry and also giving hoteliers and service providers much greater insights into…
Ivanovic, S., Mikinac, K., & Perman, L. (2011). Crm development in hospitality companies for the purpose of increasing the competitiveness in the tourist market. UTMS Journal of Economics, 2(1), 59-68.
Lim, S., Saldana, a.Z., Saldana, P.E., & Zegarra. (2011). Do market oriented firms adopt web 2.0 technologies? An empirical study in hospitality firms. International Entrepreneurship and Management Journal, 7(4), 465-477.
Murphy, J., Olaru, D., Schegg, R., & Frey, S. (2003). The bandwagon effect: Swiss hotels web-site and e-mail management. Cornell Hospitality Quarterly, 44(1), 71-87.
Phillips, P., & Louvieris, P. (2005). Performance measurement systems in tourism, hospitality, and leisure small medium-sized enterprises: A balanced scorecard perspective. Journal of Travel Research, 44(2), 201-211.
Based on the attributes of luxury brand, the luxury brand requires special marketing strategy to achieve brand objectives. The strategy assists in developing global brand reputation as well as forming brand awareness within the global competitive environment. (Moore and Birtwistle 2005).
In the contemporary marketing environment, experiential marketing has become a cornerstone of marketing, and retailing for luxury brand. Experiential marketing is the technique of viewing consumer as an emotional and rational being who aims to achieve pleasurable experiences. (Atwal et al. 2008). Typically, experiential marketing offers customer memorable experiences in order to achieve customer satisfaction and competitive market advantages. The experiential marketing uses different tools to create the memorable experiences for customers. For example, experiential marketing organizes entertainment for customers in order to educate them, allow them to escape the reality, as well as giving them aesthetic objects or places to see. Experiential marketers use different tools to create…
Atkin, D. (2004). The Culting of Brands: When Customers Become True Believers. New York: Portfolio.
Atwal, G. & Williams, a. (2008). Luxury brand marketing -- the experience is everything! Brand Management .16 (5/6):338 -- 346.
Belch, G.E. & Belch, M.A. (2003). Advertising and Promotion, an Integrated Marketing Communication Perspective (Sixth Edition). The McGraw-Hill Companies.
Bruce, M . And Kratz, C .(2007). Competitive Marketing Strategies in Luxury Fashion Companies. in: T. Hines and M. Bruce (eds.) Fashion Marketing: Contemporary Issues, 2nd edn., New York: Elsevier / Butterworth-Heinemann.
In support of this overarching aim, the following objectives were also be used.
he proposed study has three objectives as follows:
o deliver a comprehensive and critical review of the relevant literature concerning the relevant issues.
o administer a custom survey to various luxury hotel managers concerning their current branding strategies to identify commonalities and significant differences.
o provide a synthesis of the secondary and primary research that can be used as a set of best industry practices for promoting brand awareness and customer satisfaction in the hotel industry today.
Statement of Study Problem.
A wide range of factors have been cited in the literature for the growth of branding within the hotel industry, with virtually all authorities agreeing that the basic motive for such initiatives is increased profitability and a sustainable competitive advantage. In this regard, Allen (2007) reports that, "What has recently come…
Today's contemporary hotels, designed to please almost every taste and income level, are as rich in variety as in location, and quite a departure from an era marked by sameness and complacency, when downtown hotels, highway motels and resorts virtually monopolized the lodging industry. One of the first companies to introduce a more sophisticated form of product differentiation to the hotel industry was Quality Inns, largely in response to the blurred consumer image that its vastly diverse properties were promoting. Many other lodging companies have followed suit. The Marriot chain, for example, has shifted from its long-held position at the higher end of the market, by targeting the mid-priced market through its Courtyard, Residence Inn, and Fairfield Inn hotels (Standard and Poor 1995). Similarly, Holiday Inn's Express Hotels cater to budget travelers while the Crowne Plaza Hotels are geared towards the upper end of the market. Moreover, the French based ACCOR company offers a variety of distinct accommodation products. ACCOR's Sofitel caters to the needs of the luxury market while Novotel and Ibis are respectively tailored for the mid-scale and economy markets. Product differentiation does not only occur within a hotel company but also within individual hotel properties. For instance, in some of its properties, Sheraton offers executive floors designed with the needs of the business traveler in mind
Although there remains a gap in the relevant literature concerning how brand satisfaction can translate into increased profitability for hotels, there are some broad generalities that can be drawn from the existing body of knowledge that can be extrapolated to the situation at hand. For instance, Hung reports that, "A favourable image can lead to customer loyalty, while unfavourable image may lead to customer switch behaviour, brand image is even more important in service companies, where there is a lack of differentiation for customer to assess" (2008, p. 238).
By and large, there are two main ways for hotels to differentiate their brands: (a) price and (b) service. In this regard, Wadsworth reports that, "The hotel industry has two ways to achieve product differentiation through branding. You can either brand service or price. Red Roof Inn and Motel 6 brand price. Marriott, Hyatt, and the Four Seasons brand service" (1999, p. 45). With respect to what a hotel brand communicates to existing and potential customers, Prasad and Dev advise that, "Hotel chains constitute a classic application
E-Customer Loyalty: Applying the Traditional ules of Business for Online Success, by Frederick F. eichheld, obert G. Markey, Jr., and Christopher Hopton. Specifically, it will contain a one-page synopsis and two-page critique of the material.
This article goes into detail about what many consumers have known for a long time. The most successful merchants, both online and off, are those who recognize the importance of developing a good relationship with their customers, thereby creating customer loyalty and greater profits for their company. The paper argues that many online merchants do not recognize that many brick-and-mortar business rules still apply to their businesses online. "They often forget that the fundamental rules of successful business still apply" (eichheld et al. 173). The article goes on to discuss two particular companies foray into e-commerce, and their experience with building a profitable company online. It continues with information on how to build…
Reichheld, Frederick F., Robert G. Markey, Jr., and Christopher Hopton. "E-Customer Loyalty: Applying the Traditional Rules of Business for Online Success." European Business Journal, Vol. 12, Issue 4. London: 2000, pp. 173-179.
He also knew that Time Warner Cable has at times been known to zap televisions with too much voltage and a few had been damaged. This had actually been written about in the local press. In short, what made this situation unique was the knowledge the sales person had of the local market and the potential hazards to such a large investment in entertainment.
Second, the cross-sell strategies (Reinartz, Thomas, ascoul, 2008) at est uy also centered on making the flat screen television more integrated into my existing stereo system as well. As there is already an amplifier, receiver and a series of speakers in the room where the television sis going, the est uy salesman was able to draw and define an approach for me to integrate all the components together. At first I didn't believe him yet after I went back home and looked at the connectors on…
Pennie Frow, Adrian Payne. (2007). Towards the 'perfect' customer experience. Journal of Brand Management: Special Issue: Brand management and the customer experience, 15(2), 89-101. Retrieved May 31, 2008, from ABI/INFORM Global database. (Document ID: 1389481111).
David H. Maister, Charles H. Green, Robert M. Galford. (2000). What is a trusted advisor? Consulting to Management, 11(3), 36-41. Retrieved May 31, 2008, from ABI/INFORM Global database. (Document ID: 64851016).
Christopher Meyer, Andre Schwager. (2007). UNDERSTANDING CUSTOMER EXPERIENCE. Harvard Business Review, 85(2), 116-126. Retrieved May 31, 2008, from ABI/INFORM Global database. (Document ID: 1206867001).
Werner Reinartz, Jacquelyn S. Thomas, Gana l Bascoul. (2008). Investigating cross-buying and customer loyalty. Journal of Interactive Marketing, 22(1), 5. Retrieved May 31, 2008, from ABI/INFORM Global database. (Document ID: 1472046991).
Superior Customer Value
eginning in 1998, Harrah's decided that it wanted to change its business culture from an operations-driven company that viewed every casino as a stand-alone property to a marketing-driven company with a holistic view of its properties and customers (light and Turk, 2004). The organization structure was revamped to become a national distribution network with a single, unifying brand. The company was then able to execute its corporate growth strategy, one that sought loyalty to increase same-store-sales growth. This required convincing gamblers to spend less at competitors and more at Harrah's. As discussed in this paper, enterprise collaboration, competitive positioning focused on customer service and gaming in the middle market, supply chain optimization, and regulatory considerations are all significant factors affecting Harrah's ability to deliver superior customer value.
Instead of building glitzy casinos with attractions such as volcanoes, sinking ships and replicas of the Eiffel Tower, Harrah's…
Bligh, P. And Turk, D. (2004, June). CRM Magazine. Cashing in on customer loyalty. Retrieved February 1, 2005 from Web site: http://www.destinationcrm.com/articles /default.asp?ArticleID=4115
Case in point: Harrah's. (2002, June 24). The Source. Retrieved February 1, 2005 from Web site: http://184.108.40.206/search?q=cache:sx5dXg5XDuIJ:eu.icgcommerce.com/corporate/doc/html/downloads/thesourceissue3.pdf+Harrah%27s+sourcing& hl=en
But in a world that changes so drastically in such short periods of time and in a market filled with fierce competition and customers which change and increase their needs on daily basis, achieving customer loyalty is quite difficult; ergo, Apple's need to develop and implement better and stronger CM policies.
Current Features of Apple's CM
Given the specific nature of their businesses and the fact that after the purchase has been completed, several customers need additional services, the Apple Corporation encourages all current and potential customers to address their questions and complaints to an Apple representative. The corporate website contains detailed information on how customers can contact a service support department within both Canada and the United States.
In addition, for a specified fee, Apple customers can benefit from AppleCare, a service of extended support for the Apple products. There are large numbers of Apple customers who declare themselves…
Hafner, K., August 23, 2007, at&T Overstuffed iPhone Bills Annoy Customers the New York Times
Lyons, C., 1993, Disk-based, interactive marketing yields greater response rates, Business Perspectives, Volume 6
Payne, a., 2006, Handbook of CRM: Achieving Excellence Through Customer Management, Elsevier Science and Technology Books, ISBN: 9780750664370
CRM = Customer's don't Really Matter, IntelliNova, http://intellinova.com/crm/crm-customers-dont-really-matter/last accessed on February 21, 2008
Managing the elationship Between Customer and E-Banking
E banking or the Electronic banking is an Electronic method of money transfer or the EFT. This is a means whereby, an individual transfers money directly from different accounts by use of an Electronic system. This service allows clients to make use of computers or electronic gadgets to access the accounts information and conduct the various transactions involved. The service is beneficial for customers working in remote locations or a workplace. Its biggest advantage is that the service is convenient to customers. A customer can access a transaction at any given time of the day whether at night or during the day. Other advantages of E-Banking include; lower operating system in that, the general operating costs for the E-banking system is usually lower for the banks. A customer registered for the Electronic banking system is guaranteed few errors during the transaction. The…
Alessandrini, P., Fratianni, M., & Zazzaro, A. (2009). The changing geography of banking and finance. Dordrecht, Springer Verlag.
Amin, H 2009, 'AN ANALYSIS OF ONLINE BANKING USAGE INTENTIONS: AN EXTENSION OF THE TECHNOLOGY ACCEPTANCE MODEL', International Journal Of Business & Society, 10, 1, pp. 27-40, Business Source Complete, EBSCOhost, viewed 6 May 2012.
Computer Crime research Center. Fears over e-banking in the UK, Research. Retrieved From:
Darsow, M, & Listwan, L 2012, 'Corporate practitioners moving to mobile banking: Key factors driving adoption', Journal Of Payments Strategy & Systems, 5, 4, pp. 360-372, Business Source Complete, EBSCOhost, viewed 6 May 2012.
The Challenge of Improving Upon Exemplary Customer Service: Apple, Inc.
For the purposes of this task, the organisation of focus will be the international giant, Apple, Inc. Apple is an organisation and a brand with international fame conjuring instant recognition and respect from global consumers for nearly four decades. Apple has an exceptional reputation for many aspects of their business practices such as product quality, product variety, and for the paper's purposes, customer service. As the paper will demonstrate and cite, this organisation has an outstanding reputation for customer service. Apple's customer service is ranked high both nationally (domestically) and internationally. Why choose an organisation that is so far ahead of most others? It is a formidable challenge to constantly and effectively improve upon excellence; this is the task that Apple puts before itself each year, and it is the same perspective from which the paper aligns itself.
Ghobadian, A., Speller, S., & Jones, M. 1994. Service Quality -- Concepts and Models. International Journal of Quality & Reliability Management, 11(9), 43 -- 66.
Hallowell, R. 1995. The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study. International Journal of Service Industry Management, 7(4), 27 -- 42.
Lengnick-Hall, C.A. 1996. Customer contributions to quality: A Different View of the Customer-oriented Firm. Academy of Management: The Academy of Management Review, 2(3), 791 -- 824.
Meyer, C., & Schwager, A. 2007. Understanding Customer Experience. Harvard Business Review. Harvard Business School Publishing: Cambridge.
Nearly every major gaming and gambling, entertainment and promotional company relies on analytics to determine how best to choose which customers to retain, and which to let go (Todd, 2009).
Often the decision of which strategies to automate for customer retention vs. termination can be defined by integrating financial data with predictive analytics to create entirely new models of predictive financial value of customers (Sharma, 2008). Entertainment companies in gambling routinely use this approach to find the customers who are draining profits and also those who take a disproportionally high level of support and service to maintain (Baillie, 2003). Once the analysis has been completed of customer lifetime value by segment, companies can quickly determine the best possible approach to protect their most profitable customers and dis-incent others (Kapanen, 2004). educing customer churn through this technique shows significant potential, especially in industries that have relatively low lifetime customer loyalty.
Susanne Baillie. (2003, November). How to fire your customers. Profit, 22(5), 72,74.
Robert Kapanen. (2004). Customer relationship management and service delivery. International Journal of Services Technology and Management, 5(1), 42-55.
David M. Raab. (2008). Demand Generation System Requirements. DM Review, 18(11), 48.
Sharma, A. (2008). Improving Customer Service and Profitability through Customer Intervention in Service Relationships. Journal of Relationship Marketing, 7(4), 327.
Technology on Customers in egard to the Following
The greatest change in technology has been in the delivery of information. This has impacted the developed and developing world alike. So the firms in U.S., for example, spend more on office-based functions of information handling which has been the major change and has dominated the patterns of development and brought about a change in the structure of work and growth. The modern business depends upon the way information is processed and made useful. (Allen; Morton, 1990) Based on that, companies have changed their strategies of manufacture and technology to suit the needs of customers.
The mobile bandwidth gave more impetus to the merger of the internet, music and the basic telephony and the 'mobile phone' has been converted to a workstation that has become multipurpose. Thus gadgets like PDAs, iPods, and camera phones, Blackberry and Wi-Fi have made the consumer technology's…
Allen, Thomas J; Morton, Michael S. Scott. (1990) "Information Technology and the Corporation of the 1990s: Research Studies." Oxford University: New York.
Andrews, Paul. (2004) "Apple's iPod strategy is familiar tune"
Seattle Times, p. 11.
Burke, Dan; Morrison, Alan. (2001) "Business @ the Speed of Stupid: Building Smarter
Nordstrom began as a shoe retailer, and eventually transition into a fashion and apparel department story, but all along it was the strong desire of management to provide "the highest level of customer service" with "top of the line, high quality merchandize" (Chapter 5). This paper points to the need for Nordstrom to continue to expand its great customer service, and the risks it might take in that regard.
Nordstrom and Customer Services
How can a great company known for exceptional customer service continue to provide that service and at the same time boost customer loyalty? Given the extraordinary measures that Nordstrom already has gone to -- and goes to -- how can they continue to provide services that go above and beyond what other upscale department stores? These are the salient questions for this paper. Ideas for continuing to provide great customer care services are provided in the following…
CNN. (2013). Nordstrom's Christmas 'tradition' keeps on giving. Retrieved September 15,
2014, from http://www.cnn.com .
Martinez, A. (2011). Tale of lost diamond adds glitter to Nordstrom's customer service. The Seattle Times. Retrieved September 15, 2014, from http://seattletimes.com .
Loeb, W. (2014). Want To See The Future Of Retailing? Check Out Nordstrom. Forbes.
Due to the forces of globalization and modernization, the role of culture within the purchase decision is becoming less and less intense, but the role of the society is increasing. At this level, the decision to purchase is greatly influenced by the reference group, or the organization or team with which the individual identifies or to which he wishes to belong. In order to gain the acceptance of the respective group or to feel himself as integrated within the group, the individual will purchase those items which allow him to meet the expectations and goals of the reference group (Borrow and Bosiljevac, 2008).
2.4. The decision making unit (DMU)
The concept of the decision making unit is explained by ay Wright's (2004) Business to business marketing: a step-by-step guide, in which the author reveals the mechanisms behind the decision making process. The decision making unit is understood as the series…
Burrow, J.L., Bosiljevac, J., 2008, Marketing, 3rd edition, Cengage Learning, ISBN 0538446641
Burrows, P., 2010, Apple customers have faith after 'antennagate', SF Gate, http://www.sfgate.com/cgi-bin/article.cgi?f=/c/a/2010/07/25/BUOU1EIL1B.DTL last accessed on July 28, 2010
Kimball, B., Hall, J., 2004, Selling in the new world of business, Routledge, ISBN 0789022729
Louis, P.J., 2002, Telecom management crash course: managing and selling Teleocm services and products, McGraw-Hill Professional, ISBN 0071386203
The Customer Is Always ight
In today's highly challenging and dynamic business world where most of the companies enjoy an online presence and Internet shopping has become a norm, customer service has turned into a major issue. In an article titled ' The customer is always right' written by Cory Goldman, the author explains how poor customer service on the Internet can result in loss of customers. Goldman cites the example of one shopper who went to a site to purchase anti-virus software but never received the product or email confirmation despite his frantic attempts to get an answer. The customer finally got some response many weeks later and found much to his disappointment that he had been charged twice for the product and also for online support. This shows that customer service on the Internet is a major issue of concern since it is so easy to get…
Corey Goldman, The Customer Is Always Right Story location: Wired News, March 1999
Kristine Dillon, Treating Students Like Customers, http://enews.tufts.edu/stories/081902StudentServices.htm
Customer Satisfaction, Loyalty, Management and Empowerment
I am not sure if I would be considered a most valuable customer at Verizon, but I am guessing not. I am a relatively low revenue customer for them, basically an average customer in terms of what they would make off of me. If you consider the different elements that go into a most valuable customer, they are the profitability, the timing of the revenue, the referrals that such customers can generate, their retention, the add-ons and the customer's brand, and feedback (Moltz, 2015). Of these, maybe on retention, but otherwise I would consider myself to be a generally average customer. Corporate customers are worth a lot more money, and there are consumers who are generally bigger spenders with add-ons and the like.
The lifetime value of a most valuable customer would be unknown. Corporate customers are the most valuable, and each of them…
Moltz, B. (2015) How to identify your most valuable customers. American Express. Retrieved May 31, 2015 from https://www.americanexpress.com/us/small-business/openforum/articles/how-to-identify-your-most-valuable-customers/
Verizon (2015) Smart Rewards FAQ. Verizon Wireless.com. Retrieved May 31, 2015 from http://www.verizonwireless.com/support/smart-rewards-faqs/
Consequently, marketing efforts become more and more important.
Glyn Atwal and Alistair Williams (2009) for instance argue that the creators of luxury products have to use marketing efforts to identify new customers' needs even before the customers become aware of these needs. In other words, they have to "stay in front of luxury consumers" (Atwal and Williams, 2009, p.338). And in order to do so, the luxury products manufacturers strive to create positive experiences for their customers in order to inspire them and to stimulate their purchase decisions.
Otherwise put, in the context of luxury products, experiential marketing is growingly present and critical and this is due to the complex nature of the luxury sector. Here, the producers seek to transmit the image of high quality, product authenticity, as well as performance. However, aside from these statements, the luxury products must also transmit and sell a customer experience; and this…
Alperovich, a.L., 2012, London Design Museum's Swarovski's exhibition features light painting, holograms and other mind blowing digital technologies, Inhabitat, http://inhabitat.com/london-design-museums-swarovski-exhibition-features-light-painting-holograms-and-other-mind-blowing-digital-technologies / last accessed on September 6, 2012
Atwal, G., Williams, a., 2009, Luxury brand marketing -- the experience is everything! Journal of Brand Management, Vol. 16
Bak, O., Stair, N., 2011, Impact of e-business technologies on public and private organizations: industry comparisons and perspectives, IGI Global, ISBN 1609605020
Bevolo, M., Gofman, a., Moskowitz, H., 2011, Premium by design: how to understand, design and market high end products, Gower Publishing Ltd., ISBN 1409418901
There are two ways of looking at Dilmah's customers. The buyers -- to whom Dilmah sells -- are the supermarkets and wholesalers that carry the tea. The other customer group is the end user. Tea is a mass market product that is consumed by a broad swath of the population, and to the extent that there is a definable "typical" demographic for tea consumption, this will vary by market. Initially, the company experienced difficulty in attracting interest from supermarket chains, which would then have had to utilize a push strategy to convince consumers to buy the tea. Over time, however, Dilmah was able to build its brand, making it more attractive to both supermarkets and consumers.
The global hot beverages market is worth $69.77 billion and the two major segments (coffee and tea) are both growing (PR eb, 2011). The growing demand, combined with…
Bajaj, V. (2010) . A Sri Lankan underdog battles global tea giants. New York Times. Retrieved May 11, 2012 from http://www.nytimes.com/2010/01/09/business/global/09tea.html?_r=1&adxnnl=1&adxnnlx=1336755890-EChS13AJJ88xmXFSg2k5lg
Datamonitor. (2010). Hot drinks in Australia to 2013. Datamonitor. Retrieved May 11, 2012 from http://www.foodprocessing.com.au/products/40497-Datamonitor-report-Hot-drinks-in-Australia-to-2-13
Dilmah Tea website. (2012). Retrieved May 11, 2012 from http://www.dilmahtea.com/dilmah-story/dilmah-difference
Ellis, E. (2007). A cup of tea like a fine wine. Fortune Magazine. Retrieved May 11, 2012 from http://money.cnn.com/magazines/fortune/fortune_archive/2007/06/25/100116289/index.htm
At the second dealership, Carol felt the salesperson respected her knowledge about cars and answered her questions without talking down to her. She was very pleased with her purchase and told the salesperson she would be happy to recommend the dealership to her friends.
Kathy, a plus-sized lady who is sensitive about her size, was shopping for a dress to wear to her son's wedding. She went into an independently-owned dress shop that had come highly recommended. A young saleswoman "breezed by" and told Kathy to let her know if she needed help with anything, then promptly disappeared. Kathy felt overwhelmed by the choices among dresses and left the shop within a few minutes. She drove to David's Bridal, a move she had been resisting because she likes to shop independent stores rather than chains if she can. As soon as she walked in the door, Kathy was greeted by…
Morrison, S., & Crane, F.G. (2007). Building the service brand by creating and managing an emotional brand experience. Brand Management 14(5), pp. 410-421.
Identity is often part of a branding strategy: contrast the wholesome, clean-cut image of a wearer of alph Lauren Polo clothing or Abercrombie & Fitch with that of a Hot Topic teen. Consider Coca-Cola's all-American image vs. that of Pepsi's more teen-friendly branding as the drink of the next generation of soda drinkers. Pillsbury's branding of wholesomeness and home-cooked yet fast and easy to prepare meals and the 'cuteness' of the Doughboy, while iconic, does not necessarily stand out in the crowded atmosphere of today's marketplace.
Today's marketing atmosphere is far noisier than ever before and failing to stand out may not entirely be Pillsbury's fault. Developing new, iconic brands is more difficult than in the past, and few have succeeded with the possible exception of Google and Apple. Developing a unique image as an all-American baking company may no longer resonate as well with consumers as it did in…
Duncan Heinz. (2010). Official Website. Retrieved April 2, 2010 at http://www.duncanhines.com/bakers-club
Pillsbury. (2010). Official website. Retrieved April 2, 2010 at http://www.pillsbury.com/
Wong, Elaine. (2010, March 24). How Sara Lee beefed up Jimmy Dean brand.
Ad Week. Retrieved April 2, 2010 at http://www.adweek.com/aw/content_display/news/strategy/e3id51767e5e16b09798d71a9cec1e8d434
Improving Customer Service at Vista DVD Rentals
The Vista DVD Rentals store is at a crossroads. After a number of years in operation, the store is facing a critical turning point that could dictate future survival or the suspension of any further business. The transformation must revolve on vastly improved customer service. As is the case for most businesses in New Zealand, customer service has come to play an increasingly important role in Vista's relevance. Consumers have come to expect a certain level of accommodation on the part of a retail or rental operation and this imposes a high level of importance on the decisions that companies make with respect to the customer experience. Essentially, customer service can be defined as the set of standards, practices and procedures that shape the customer's experience through the course of a business transaction. This denotes two primary aspects of customer service:…
Blodgett, J.G.; Wakefield, K.L. & Barnes, J.H. (1995). The Effects of Customer Service on Consumer Complaining Behavior. Journal of Services Marketing, 9(4), 31-42.
Doolin, B.; Dillon, S.; Thompson, F. & Corner, J.L. (2005). Perceived Risk, the Internet Shopping Experience and Online Purchasing Behavior: A New Zealand Perspective. Journal of Global Information Management, 13(2), 66-88.
Ennew, C.T. & Binks, M.R. (2005). The Impact of Service Quality and Service Characteristics on Customer Retention: Small Businesses and their Banks in the UK. British Journal of Management, 7(3), 219-230.
Lyman, A.R. (2004). Customer Service: Does Family Ownership Make a Difference? Family Business Review, 4(3), 303-324.
Sampling Design The study will utilize random sampling technique at three different grocery locations. The researcher will administer the study to customers who are shopping at the store. The…Read Full Paper ❯
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90). Pros and Cons of the findings The authors of Zero defection: Quality comes to service found out that there was tripling of the profits generated by one customer…Read Full Paper ❯
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In order to rise above competition, the company is committed to providing the highest quality of technical support to its clients, as demonstrated by its purchase of ATG. This…Read Full Paper ❯
The first one defines customer loyalty as a kind of attitude that is developed by the customers.The second one is behavioral (Yi,1990). Customer satisfaction, loyalty and profitability are therefore…Read Full Paper ❯
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When comparing the theoretical wins of customers targeted with the budget upside program with its incremental cost, the difference is $1,927, which amounts to 4%. This is significantly less…Read Full Paper ❯
Customer Relationships Nordstrom, Inc. has long enjoyed a reputation for providing superior customer service. This paper examines Nordstrom strategies that the retailer employs to build customer relationships and promote…Read Full Paper ❯
All those nice customer-friendly marketing techniques notwithstanding, hite notes, customer-centered personalization can't work well without being linked with high-quality, high-visibility customer service. Even some of the most successful corporations,…Read Full Paper ❯
For product management professionals in the B2C market, the challenges are even greater as the competition and speed in their markets is magnitudes greater than their B2B counterparts. Often…Read Full Paper ❯
Customer elationships Managing relationships is one of the critical success factors in managing sales. What form might relationships between selling organisations and customers take? There are many forms that…Read Full Paper ❯
This creates a strong customer base that can help the company through financially difficult periods and gives the company a leeway in terms of price control and product development.…Read Full Paper ❯
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Customer elationships For this study we take the example of Tesco PLC and study its website to get an understanding of the type of efforts that the retailer makes…Read Full Paper ❯
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Loyalty' "Thee aspects of Concept: Band Expeiences, Band Image and Custome Satisfaction. I must discuss and give examples of how each band inspies loyalty. Name a few bands. The…Read Full Paper ❯
Loyalty Lai, F et al. (2009) How quality, value, image, and satisfaction create loyalty at a Chinese telecom mpact of Culture on Marketing Strategy, 62, 980 -- 986 Lai…Read Full Paper ❯
The employees should be firmly committed to the firm, they are the face of a firm (also its eyes and ears). The staff focus should be involved in the…Read Full Paper ❯
2 of the respondents were self-employed and 11.2% of respondent were white-collar workers with 1.2% of respondents being blue-collar workers. The following chart shows the factor analysis results with…Read Full Paper ❯
anking and financial services includes such firms as investment banks, commercial banks, brokerage firms, and credit card institutions. The common it pulse throughout the daily operations of these organizations…Read Full Paper ❯
Business Ethics: Using Top Quality Parts Today, every business recognizes the importance of its customers to enhance its longevity. Indeed, customers, even more than investors, are responsible for the…Read Full Paper ❯
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difficulty with customer retention for Storz & Bickel is that their chief high-end product, the Volcano Vaporizer, lacks "planned obsolescence." I am using the term that was devised by…Read Full Paper ❯
Customer Service We shall, for the purposes of this paper, accept the proposition that we are moving from a culture that can be categorized as "you get what I…Read Full Paper ❯
Marketing Strategies in Costco's etail Stores etail Store Loyalty Besides being one of the leading U.S. retail stores, Costco has won the hearts of many customers. As a customer,…Read Full Paper ❯
Customer elationship Management Over the last several years, customer relationship management (CM) has become an area which is helping firms to reduce costs and increase productivity. This is because…Read Full Paper ❯
Customer relationship management (CM) is an essential component of organizational management. The purpose of this discussion is to focus on a CM strategy for United Behavioral Health a subsidiary…Read Full Paper ❯
There are processes engrained in many healthcare providers that also protect the political balance of power and any change of these processes is seen as a demotion of political…Read Full Paper ❯
As has been mentioned in the introduction, the four tactics that comprise this strategy include providing a dedicated and exclusive customer service manager to the largest accounts due to…Read Full Paper ❯
Once contractors and employees recognize that CUTCO is interested in making changes, they will willingly provide the company with the information they need to better understand what the customers…Read Full Paper ❯
It is possible to find examples of nearly every service business in existence using SEVQUAL or a variation of this methodology to quantify customer service performance. An interesting second…Read Full Paper ❯
Tesco, the largest UK company, employs 260,000 people. This corporation has global aspirations and has come a long way in a relatively short period of time" (2003, p. 3).…Read Full Paper ❯
Lastly differentiating on the extent of experience our customers have had with Internet-based software is useful in defining how much extra time is necessary for software application training. Discuss…Read Full Paper ❯
Mobile Loyalty ackground The mobile telephone system is part of a global communication sector that has a number of distinct but interlinked elements. Whether one talks on a telephone,…Read Full Paper ❯
Jones (2000) explains that "Competitive advantage can be gained through customer service management (CSM) when implemented as a comprehensive approach to centering the organization on the customer. To be…Read Full Paper ❯
Effects of CM on the Hospitality Industry At a very strategic level, CM has made the hospitality industry much more attuned to the preferences, wants and needs of guests.…Read Full Paper ❯
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Based on the attributes of luxury brand, the luxury brand requires special marketing strategy to achieve brand objectives. The strategy assists in developing global brand reputation as well as…Read Full Paper ❯
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In support of this overarching aim, the following objectives were also be used. Objectives: he proposed study has three objectives as follows: 1.2.1 o deliver a comprehensive and critical…Read Full Paper ❯
E-Customer Loyalty: Applying the Traditional ules of Business for Online Success, by Frederick F. eichheld, obert G. Markey, Jr., and Christopher Hopton. Specifically, it will contain a one-page synopsis…Read Full Paper ❯
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He also knew that Time Warner Cable has at times been known to zap televisions with too much voltage and a few had been damaged. This had actually been…Read Full Paper ❯
Superior Customer Value eginning in 1998, Harrah's decided that it wanted to change its business culture from an operations-driven company that viewed every casino as a stand-alone property to…Read Full Paper ❯
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But in a world that changes so drastically in such short periods of time and in a market filled with fierce competition and customers which change and increase their…Read Full Paper ❯
Managing the elationship Between Customer and E-Banking Banking E banking or the Electronic banking is an Electronic method of money transfer or the EFT. This is a means whereby,…Read Full Paper ❯
Management The Challenge of Improving Upon Exemplary Customer Service: Apple, Inc. For the purposes of this task, the organisation of focus will be the international giant, Apple, Inc. Apple…Read Full Paper ❯
Nearly every major gaming and gambling, entertainment and promotional company relies on analytics to determine how best to choose which customers to retain, and which to let go (Todd,…Read Full Paper ❯
Education - Computers
Technology on Customers in egard to the Following The greatest change in technology has been in the delivery of information. This has impacted the developed and developing world alike.…Read Full Paper ❯
Nordstrom began as a shoe retailer, and eventually transition into a fashion and apparel department story, but all along it was the strong desire of management to provide "the…Read Full Paper ❯
Business - Advertising
Due to the forces of globalization and modernization, the role of culture within the purchase decision is becoming less and less intense, but the role of the society is…Read Full Paper ❯
Service The Customer Is Always ight In today's highly challenging and dynamic business world where most of the companies enjoy an online presence and Internet shopping has become a…Read Full Paper ❯
Customer Satisfaction, Loyalty, Management and Empowerment I am not sure if I would be considered a most valuable customer at Verizon, but I am guessing not. I am a…Read Full Paper ❯
Business - Advertising
Consequently, marketing efforts become more and more important. Glyn Atwal and Alistair Williams (2009) for instance argue that the creators of luxury products have to use marketing efforts to…Read Full Paper ❯
Dilmah Tea Stakeholder Analysis Customer Segments There are two ways of looking at Dilmah's customers. The buyers -- to whom Dilmah sells -- are the supermarkets and wholesalers that…Read Full Paper ❯
Business - Advertising
At the second dealership, Carol felt the salesperson respected her knowledge about cars and answered her questions without talking down to her. She was very pleased with her purchase…Read Full Paper ❯
Business - Advertising
Identity is often part of a branding strategy: contrast the wholesome, clean-cut image of a wearer of alph Lauren Polo clothing or Abercrombie & Fitch with that of a…Read Full Paper ❯
DVD Rental Improving Customer Service at Vista DVD Rentals The Vista DVD Rentals store is at a crossroads. After a number of years in operation, the store is facing…Read Full Paper ❯