Stein Wellner (2007). NOTHING BUT GREEN SKIES Enterprise Rent-a-Car (Enterprise) is the largest rental car company in North America with more than 65‚000 employees across five different countries. Enterprise is a big company that has the approach and feel of a small business. Its mission is to “fulfill the automotive and commercial truck rental‚ leasing‚ car sales and related needs of our customers and‚ in doing so‚ exceed their expectations for service‚ quality and value.” (Enterprise Rent-a-Car‚ 2007)
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Chapter 1 Customer-Driven Strategic Marketing Lecture Outline I. Defining Marketing We define marketing as the process of creating‚ distributing‚ promoting‚ and pricing goods‚ services‚ and ideas to facilitate satisfying exchange relationships with customers and to develop and maintain favorable relationships with stakeholders in a dynamic environment. [ A ]. Marketing Focuses on Customers [ 1 ]. As the purchasers of the products that organizations develop‚ promote‚ distribute‚ and price
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Customer Lifetime Value (SMALL BOOK 167-177) * Customer lifetime value (CLV)‚ is the net present value of the cash flows attributed to the relationship with a customer. * The use of customer lifetime value as a marketing metric tends to place greater emphasis on customer service and long-term customer satisfaction‚ rather than on maximizing short-term sales. * Two approaches to CLV: * Disaggregate (“spreadsheet”)– Complex and cumbersome‚ but allows you to build in any assumptions
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Building Effective Customer Relations FRUMENCE A. HERMOSO Assistant Professor II Taguig City University What is a Customer? A customer (sometimes known as a client‚ buyer‚ or purchaser) is the recipient of a good‚ service‚ product‚ or idea‚ obtained from a seller‚ vendor‚ or supplier for a monetary or other valuable consideration. Categories of Customers An intermediate customer or trade customer - is a dealer that purchases goods for re-sale. An ultimate customer - is the consumer. An
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Assessment activity 1: Locate and communicate OHS policies which clearly express the organisation’s commitment to implement relevant OHS legislation in the enterprise What information should be provided when communicating policies to staff? Information that should be provided to staff when communicating policies are as follows Duties of the employers‚ Duties of the employees and contractors Health and safety committees Discrimination in the workplace Risk assessments Control of risks Recording
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The customer as co-producer Solveig Wikström - School of Business‚ Stockholm University‚ Stockholm‚ Sweden Introduction A look at what is happening in the world of business today shows that the focus of business development is now gradually moving away from products and factories. Instead‚ interest is concentrated on the various processes taking place around the customer. This orientation is not new. Concepts such as “customer orientation”‚ “close to the customer”‚ “customer segmentation” and
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Appendix 1: RESEARCH SCHEDULE Item No. Activities Involved January February March April 1. Refining: Statement of Problem‚ Objectives of the Study‚ Research questions 2. Design‚ Validate and testing for reliability of measuring instruments 3. Field work and data collection 4. Data management‚ editing‚ coding‚ and input data 5. Data analysis and writing final report Appendix 2: Sample of Initial
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Essentials of MIS Additional Cases 1 BUSINESS PROBLEM-SOLVING CASE JetBlue Hits Turbulence In February 2000‚ JetBlue started flying daily to Fort Lauderdale‚ Florida and Buffalo‚ New York‚ promising top-notch customer service at budget prices. The airline featured new Airbus A320 planes with leather seats‚ each equipped with a personal TV screen‚ and average one-way fares of only $99 per passenger. JetBlue was able to provide this relatively luxurious flying experience by using information
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Hug Your Customer Jessica Gallentine By: Jack Mitchell Published by: Hyperion Copyright: 2003 Pages: 271 There are eight parts to this book they are: Hugging 101: the principles of passionate customer service From three suits to three thousand: evolving a hugging organization The big secret: how to hire and retain great associates Olive doesn ’t work here anymore: you can ’t compete with technology Game day: It ’s about playing to win The formula: have an economic
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Quality philosophies Evolution of TQM philosophies The Deming Philosophy Definition of quality‚ ³A product or a service possesses quality if it helps somebody and enjoys a good and sustainable market.´ Improve quality Decrease cost because of less rework‚ fewer mistakes. Productivity improves Long-term competitive strength Stay in business Capture the market with better quality and reduced cost. 2 The Deming philosophy 1. ³A System of Profound Knowledge´ Appreciation for
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