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customer satisfaction. Writers and practitioners in the popular urge incline to apply the term quality interchangeably and satisfaction, but scholars have endeavored to be accurate about the measurements and meanings of the 2-concepts, lead...
customer is always right”, and therefore, the seller should always be keen to listen to the customer and serve them. Emphasis also placed on developing customer insight, understanding the user’s experience and robust measurement of service ...
customers, who purchase the products sold. However, in today’s highly competitive markets where businesses fight head to head for market share, customer retention is extremely important for survival. The key to not only retaining your custo...
Customer Service Operations and Excellence Introduction Japanese Tycoon, Sakichi Toyoda set the foundation of Toyota Company in 1924 as The Company was founded in 1924 using his own name as Toyoda Automatic Loom Works, Ltd. The originator o...
impact of CRM. Many organizations have embraced relationship marketing and its focus on customer lifetime value. For example, First Union Corporation in Charlotte, North Carolina recently upgraded his or her customer service call centre’s c...
Using computer-aided observation, customers may be tracked and their behaviour analysed in the context of consumer situations and contingencies. Implications for retail management, theory and practice are discussed within the context of fas...
(Creating Value Preposition) The British Marketing Association defines a brand by ‘A brand is a name, term, sign, symbol or design, or combination of them, intended to identify the goods or services of one seller or group of sellers and to...