and about customers can be gathered and analyzed by the e-service provider‚ and used as the basis for the customization of the service that the organization offers to the customer. In addition‚ the online service experience integrates service delivery and marketing communications‚ both of which are achieved through exchange of information (Ghosh et al.‚ 2004). Service quality has been recognised as having the potential to deliver strategic benefits‚ such as improved customer retention rates‚ whilst
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a group of passionate‚ innovative‚ relentless individuals‚ who are constantly striving to provide a wholesome online shopping experience to the customer. Our focus is to use technology to its fullest so that the customer satisfaction we offer is consistently considered the best. Our core values are based around some critical components: 1. Customer Obsession 2. Ownership 3. Impact 4. Honesty 5. Selflessness 6. Communication 7. Innovation History Flipkart was founded in 2007
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Social Sciences Research (JBM&SSR) Volume 3‚ No.11‚ November 2014 ISSN No: 2319-5614 Customer Retention Strategy An Empirical Study In Insurance Sector Dr. Biswamohan Dash‚ Assistant Professor‚ DRIEMS‚ Cuttack‚ Odisha‚ India Mr. Bibekananda Mohanty‚ Assistant Professor‚ DRIEMS‚ Cuttack‚ Odisha‚ India Dr.Sabyasachi Das‚ lecturer‚ Utkal University‚ Odisha‚ India Abstract This research study is based on impact of customer relationship management practices on insurance sector in Odisha market. The research
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Why Customer Retention Is So Important Good customer retention is vital to any organization because a slight reduction (5%) in the customer defection rate has a disproportionately positive effect on profitability (depending on the cost of acquisition‚ ranging between 25 and 80 %!). Companies with high retention also grow faster. However‚ customers can only be retained if they are loyal and motivated to resist competition. When customers are merely satisfied with the service they receive they may
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the follow up work and at last coming up with a printed format of the enquiry reply form to assist the marketing team Project 3: The third project was again in The Forum Mall and this time it was to increase the loyalty of the customers via face book by conducting many contests etc. on the other side the in house brands would get a free space for their promotions in return to the free gift vouchers. Convincing the brands to take part in this program is also part of it.
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Loyalty Programs play a significant role in a company’s customer retention plan. They help motivate consumers in choosing a company over their competitors by offering monetary rewards or special treatment rewards to loyal consumers. Loyalty Programs were first introduced to Canadians in 1958 when A.J. Billes decided to boost gas bar business by giving away Canadian Tire ’Money ’. (Canadian Tire Corporation‚ 2010). Canadian Tire ‘Money’ is still a very successful loyalty program that millions of
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7 C’s of Customer Retention Checklist 1. Caring Attitude Projecting a caring attitude through: tone of voice use of pleasantries (please‚ thank you) smile projection empathy language (minimal use of industry jargon) taking ownership going the “extra mile” on behalf of customer 2. Customized Practices Definition of customizing: treating customers as individuals at all points of interaction making exceptions to policies/procedures to meet individual customer needs empowering
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Chapter 7 Targeting‚ and Positioning Building the Right Relationships with the Right Customers Learning Objectives 1. Explain how companies identify attractive market segments and choose a target marketing strategy. 2. Discuss how companies position their products for maximum competitive advantage in the marketplace. Chapter Overview The chapter emphasizes the key steps in target marketing: market segmentation‚ market targeting‚ and market positioning. Market segmentation provides
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Peter C. Verhoef Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development Scholars have questioned the effectiveness of several customer relationship management strategies. The author investigates the differential effects of customer relationship perceptions and relationship marketing instruments on customer retention and customer share development over time. Customer relationship perceptions are considered evaluations of relationship
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Kotler and Keller (2009‚ p. 482) define retailing to encompass all activities in selling goods or services to the final consumers for personal or business use irrespective of the type of organization‚ how the goods are sold or where the goods are sold. The retail sector accounts for a sizable share of the Philippine economy. Patalinghug (2001) claimed that the retail trade sector contributed on the average 10.7 percent of the Gross Domestic Product (GDP) from 1981 to 1999 and
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