Address The Following

QUESTIONS:

1. What are customer value satisfaction, and loyalty, and how can companies deliver them?

2. What is the lifetime value of customers?

3« How can companies both attract and retain customers?

4» How can companies cultivate strong customer relationships?

5. How can companies deliver total quality?

6. What is database marketing?

Welcome

6. What is database marketing?

Welcome

chapter 5

CREATING CUSTOMER VALUE, SATISFACTION, AND LOYALTY

Today, companies face? their to ugh est competition ever. Moving from a product and sales philosophy to a marketing philosophy, however, gives a company a better chance of outperforming competition, And the cornerstone of a woll-conceived marketing orientation is strong customer relationships. Marketers must connect with customers—informing, engaging, and maybe even energizing them in the process. John Chambers, CEO of Cisco Systems, put it well: "Make your customer the center of your culture." Customer-centered companies are adept at building customer relationships, not just products; they are skilled in market engineering, not Just product engineering.

Wa/fc info most banks, anal you 'It notice that human contact is kept to a minimum. The scenario at a branch of Washington Mutual, known

I_ affectionately as "WaMu" (Wa-moo.) by rts employees and loyal customers, is a sharp contrast. There are no teller windows. No ropes. If you need to open a checking account (with free checking), you step right up to the concierge station and a friendly person directs you to the right "nook." WaMu gets cozier with customers by training its sales associates to be approachable and to find out about customers' needs. If a customer's child just got info coWege, they can wa/fc him or her over to a Joan officer or they can steer a prospective homeowner to the mortgage desk. If your children are with you and get rest/ess, you can send them to the WaMu Kids® corner

Salehoo Secrets and Tips

Salehoo Secrets and Tips

As with any web site, SaleHoo has a number of features that will help you in buying products from around the world. Once you have an account on SaleHoo, which only costs a one-time fee, you can establish up to twenty named searches for products. After that, any time those items become available, you’ll be alerted.

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