2009 ISECS International Colloquium on Computing‚ Communication‚ Control‚ and Management Study on the Impacts of Service Quality and Customer Satisfaction on Customer Loyalty in B2C E-commerce Yangcheng Hu Department of Management Engineering Nanchang Institute of Technology Nanchang‚ China hyczju@126.com Although‚ a number of studies have documented the relationship between service quality‚ satisfaction and loyalty in traditional service industries and e-commerce settings‚ theoretical
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Using value-chain analysis to discover customers’ strategic needs David W. Crain and Stan Abraham David Crain‚ a marketing and strategy consultant‚ is visiting professor of marketing at Whittier College‚ CA‚ and former Director of Marketing at Fluor Corporation (davidwcrain@aol.com). Stan Abraham is professor of strategy and entrepreneurship at Cal Poly Pomona (scabraham@ csupomona.edu) and author of Strategic Planning: A Practical Guide for Competitive Success (Thomson South-Western‚ 2006).
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How professional marketers manipulate customers into buying more than they really need? Person 1: Let me begin with a simple example: If given these 3 options‚ which option would you most likely choose? * Coke - 12k * Burger - 22k * Burger + Coke - 22k Most people would skip the burger-only option and also skip the coke-only option and go for the burger-and-coke option‚ right? Who would want to buy the Burger option alone when both the burger and coke option is offered for the same
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What is marketing and how do you feel that marketing will assist you in your career?’ Marketing has a broad definition‚ defining market as a definite concept is difficult .Marketing is how a product gets from an intellectual idea to an individual‚ person or a business .Many different steps require accomplishment to transform an idea to a product that someone are willing to pay and make profits for the seller using various advertising tools such as TV‚ radio‚ magazines and direct sales to tout capabilities
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1 Marketing: Creating and Capturing Customer Value PART 1. MULTIPLE CHOICE QUESTIONS 1) According to management guru Peter Drucker‚ "The aim of marketing is to ________." A) create customer value B) identify customer demands C) make selling unnecessary D) set realistic customer expectations E) sell products 2)What do companies call a set of benefits that they promise to consumers to satisfy their needs? A) market offering B) value proposition C) demand satisfaction D) need proposition
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“Society can exist without Marketing‚ but Marketing cannot exist without Society” Marketing is the management process of anticipating‚ identifying and satisfying customers requirements. The various conventional marketing tools- advertising‚ branding‚ direct marketing‚ sales promotion‚ publicity and public relations. Critics acknowledge that marketing has legitimate uses in as much as it connects goods and services to consumers who desire them. However some aspects of marketing‚ especially
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Customer care Caring about your customers — and showing it through your service — gives you a high return on the time‚ effort and money you invest. Loyal customers are well worth nurturing. They buy more‚ more regularly. And the cost of selling to them is almost nil‚ whereas finding new customers is an expensive business. Satisfied customers will recommend your product to others. Dissatisfied customers will complain about you to an average of ten other customers and potential customers
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Organisational strategic marketing policies and its impact on customers brand loyalty. (A comparative study of Glo mobile and MTN) BY OLASUPO GBENGA MICHAEL 081002809 DEPARTMENT OF BUSINESS ADMINISTRATION UNIVERSITY OF LAGOS MARCH 2013 1.1 INTRODUCTION In our world today‚ the main objective of any business concern is to make profit but many organisations find it difficult to meet customers’ needs let alone to enjoy their loyalty due to the challenges of marketing operations in an environment
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Overview This chapter looks further into key customer-driven marketing strategy decisions—how to divide up markets into meaningful customer groups (segmentation)‚ choose which customer groups to serve (targeting)‚ create market offerings that best serve targeted customers (differentiation)‚ and position the offerings in the minds of consumers (positioning). Target marketing is dividing the total market into different segments based on customer characteristics‚ selecting one or more segments
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HOW TO TALK TO THE CUSTOMER OVER THE PHONE Customer service in the telemarketing industry is primarily imparted through the phone. Hence‚ customer agents should first and foremost possess the right phone skills as part of their customer service. Hereunder are some tips to improve an agents phone skills. Greet. A call starts and ends with a greeting. Unlike in ordinary phone calls when a "hello" is traditionally used to start the call at the receiving end‚ customer phone calls should be given
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