Customer Loyalty And Preventing Attrition - 756 Words

Enabling Customer Loyalty and Preventing Attrition Time Frame: Over 2 weeks Method of Contact: †¢ 3 store visits / 2 locations †¢ 7 online attempts †¢ 3 separate telephone calls Associate actions: †¢ Disinterested †¢ Brushed off repeated requests †¢ Failed promises Outcome: Damaged Customer Loyalty = No Purchase Last fall, like many customers, we began searching for a custom kitchen countertop. We began online with a brand we were loyal to. The online search yielded little detail, so we focused efforts on shopping at a store. Taking It Personal As we approached 3 store associates gathered around a computer monitor, we are quickly informed none of them could help and no one would be available for the next couple of hours. One associate adds to the brush off with â€Å"Oh, and by the way another customer said they would be back at that time.† Believing this to be an isolated incident, we decided to try a different store. During this visit, we were hopeful as we approached another associate located in the custom department. This hope was quickly diminished as the associate appears bothered by our request for assistance. And in fact, instead of helping us, the associate writes down our contact information and offers to email us the estimate. To no surprise, we received no email. As valued customers, who hold their credit card, it appeared as if we were having to beg (repeatedly) to spend several thousand dollars. At this point – it had become a quest to answer how much doesShow MoreRelatedMarketing8520 Words   |  35 Pagesfor this course. PART II Connecting with Customers C H A P T E R 4 Creating Customer Value, Satisfaction, and Loyalty In this chapter, we will address the following questions: 1. How can companies deliver customer value, satisfaction, and loyalty? 2. What is the lifetime value of a customer, and why is it important to marketers? 3. How can companies cultivate strong customer relationships? 4. What is the role of database marketing in customer relationship management? MARKETING MANAGEMENTRead MoreCustomer Retention Strategies Used by Internet Service Providers in Kenya9467 Words   |  38 PagesCUSTOMER RETENTION STRATEGIES USED BY INTERNET SERVICE PROVIDERS IN KENYA 1 TABLE OF CONTENTS PART ONE INTRODUCTION †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦3 1.1 Background †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.3 1.1.1 Customer Retention Strategies†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.4 1.1.2 Internet Service Providers †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦..6 1.2 Research Problem †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦...8 1.3 Objectives of t he Study †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦10 1.4 Importance of the Study †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦...†¦.10 PART TWO LITERATURE REVIEWRead MoreCrm in Supermarkets30832 Words   |  124 PagesEB 2003-02 February 2003 FOOD INDUSTRY MANAGEMENT CORNELL U N I V E R S I T Y Customer Relationship Marketing (CRM) in the U.S. Supermarket Industry: Current Status and Prospects Gerard F. Hawkes Senior Extension Associate Food Industry Management Program Department of Applied Economics and Management College of Agriculture and Life Sciences Cornell University, Ithaca, NY 14853-7801 Teaching †¢ Research †¢ Executive Education IT IS THE POLICY OF CORNELL UNIVERSITY actively to supportRead MoreBusiness Management: Methods to Develop and Enhance Communications Skills4434 Words   |  18 Pagesproblems become very large and unavoidable. This conflict-avoidance combined with emotional reactions is a volatile combination because when I can no longer avoid the conflict my comments come out very harsh. Thereby alienating my coworkers, and preventing me from being able to build healthy sustainable relationships. Although my field accounting is comprised of work which is primarily isolated, the accounting department in general is held responsible by the rest of the company as a collective entityRead MoreImpact of Hrm7495 Words   |  30 Pagesquality. Global outsourcing has altered the work in companies. Initially outsourcing was only done for the peripheral services such as janitorial services, but now outsourcing has been extended even to the core functions such as final product assembly, customer service, fin ancial services and technological services (Clot, 2004). 37 Specifically in Kenya, Business Process Outsourcing (BPO) includes call centers, animation, software development, knowledge processing, data processing and transcriptingRead MoreStudent7526 Words   |  31 Pagesquality. Global outsourcing has altered the work in companies. Initially outsourcing was only done for the peripheral services such as janitorial services, but now outsourcing has been extended even to the core functions such as final product assembly, customer service, financial services and technological services (Clot, 2004). 37 Specifically in Kenya, Business Process Outsourcing (BPO) includes call centers, animation, software development, knowledge processing, data processing and transcriptingRead MoreEmployee Retention14999 Words   |  60 PagesIntelligence operations, benefits gained from Business Intelligence as well as the strength point of Telecom Sector in using BI. Keywords: Business Intelligence, Maturity Levels, Maturity Models, Employee retention, Employee turnover, Telecom Industry, Customer Retention Factors. ACKNOWLEDGEMENT Nothing concrete and desired can be achieved without an optimal combination of inspiration and perspirations. It has been a great challenge but a plenty of learning and opportunity to gain huge knowledgeRead MoreEmployee Training and Development4298 Words   |  18 PagesMeasure and monitor results and provide coaching where needed What are your organization’s critical skills? Essential skills for many organizations include effective time management, effective communication, collaboration, project management, customer service, teamwork, and specialized technology skills to use SAP, Siebel, PeopleSoft, and other enterprise applications. Lost productivity due to training gaps is expensive. A targeted training and development program focused on strategic skills canRead MoreRetail Management30153 Words   |  121 Pagespublic utility, like electric power. Shops may be on residential streets, shopping streets with few or no houses or in a shopping mall. Shopping streets may be for pedestrians only. Sometimes a shopping street has a partial or full roof to protect customers from precipitation. Online retailing, a type of electronic commerce used for business-to-consumer (B2C) transactions and mail order, are forms of non-shop retailing. Shopping generally refers to the act of buying products. Sometimes this is doneRead MoreBusiness Process Outsourcing in the Philippines4014 Words   |  17 Pagesmanagement style has the same authoritarian dynamic. It is a bit more warm and fuzzy in its approach. It is like being at home with parents that are involved in every aspect of your life. Higher likelihood that employees will be motivated or feel some loyalty based on the concern shown towards them by management (www.universitydissertations.com). Paternalism is the interference of a state or an individual with another person, against their will, and defended or motivated by a claim that the person interfered