Background Customers are the purpose of what marketers do and rather than them depending on marketers‚ we very much depend on them. That is the main reason why organizations today are focusing on customer satisfaction and loyalty. Satisfaction is an overall customer attitude towards a service provider‚ or an emotional reaction to the difference between what customers anticipate and what they receive‚ regarding the fulfilment of some need‚ goal or desire (Zhang & Feng 2009). Customer loyalty is actually
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Journal of Business Management Vol. 5(1)‚ pp. 187-195‚ 4 January‚ 2011 Available online at http://www.academicjournals.org/AJBM DOI: 10.5897/AJBM10.951 ISSN 1993-8233 ©2011 Academic Journals Full Length Research Paper A study of customer satisfaction‚ customer loyalty and quality attributes in Taiwan’s medical service industry Hsiu-Yuan Hu1‚ Ching-Chan Cheng2‚ Shao-I Chiu3* and Fu-Yuan Hong3 1 Department of Food Technology and Marketing Management Taipei College of Maritime Technology
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ABSTRACT Customer and customer loyalty have an increasing importance in today’s competitive world. The companies follow customer share intelligence instead of market share intelligence. The most used method for this is information technology based customer relationship management. In this paper it is examined the factors that affect this loyalty‚ the place of information technology based customer relationship management variables such as club cards‚ calling centers and web sites
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Xavier T When reading the article “Big data: Big hype”‚ written by Mark Barrenechea‚ I found that the main focus of the article to be on if big data is practical in industries. Right now there is a large build up of data‚ it’s estimated that only .5% of it being analyzed to this day. The only disadvantage to this build up of data is that people don’t know how to use all the data to their advantage. Meaning that they have lots of information that could be applied to the demand for a product‚ but
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the way the employees will behave the customers. In order to achieve this‚ there are some subtle behaviors that can send the most powerful messages to the customers. These involve the prompt initiation of the conversation‚ verbal greeting‚ getting customer committed which are all to welcome the customer as a guest. Hi is a good word with a smile on face to greet. Apart from these‚ icebreakers are also important which dispel the suspicious thoughts of the customers by using some compliments‚ comments
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Open Hearts: Big Brothers/Big Sisters Pamela Naughton Rucker Mrs. McKibbin EH 322-04 March 19‚ 2001 OUTLINE Thesis Statement: The Big Brother/Big Sisters program was designed to help children from single parent homes. The program matches children with positive adult role models. I. Beginning a. History-BB/BS began as early at the 1900’s. b. Facts and statistics-Children in the program excel in various areas such as school and relationships with others. II. Role of a Big Brother or Big Sister a. Purpose-Our
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In 2010‚ Big Skinny CEO Kiril Alexandrov was looking to transcend from retail distribution and print advertising to the world of online marketing to achieve maximum growth. The retail sales pitch was an easy one‚ as Alexandrov focused on the value of the wallet and the impulsiveness of consumers (Benjamin & Kominers‚ 2012). Unfortunately‚ translating this type of sales pitch was much harder to do in the world of cyberspace. Big Skinny centered their online marketing efforts around display Ads‚ keyword
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Customer Service Research Paper Before I get into further analysis of my own personal experience‚ I am going to explain about different characteristics that are involved in customer service. Most businesses will tell you that quality customer service is the keystone to success. An essential component of outstanding customer service is the possession of a great staff. Larger companies may be weighed down by employee handbooks that specify the customer service guidelines. Independent‚ smaller businesses
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Customer Relationship Management (CRM) Learning Objectives Define CRM; Understand the importance of CRM; Explain the determinants of CRM and the key stages in its development; Discuss the main functions and various models of CRM; Explain the role of salespeople as relationship developers Discuss the management of customer relationships. Customer Relationship Management (CRM) What is Customer Relationship Management (CRM)? CRM is “the development and maintenance of mutually beneficial
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Diversity‚ Customer Behavior‚ Customer Loyalty‚ and Exceptional Service: I have learned that customer comments‚ good or bad should always be taken into consideration‚ addressed and handled appropriately. Comments can provide insight to the thought process of the customer and it could help improve not only the customer service department but the product as well. The success of a company relies on the customer. Relationship Building and Solving Customer Problems: Satisfied customers will remain
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