customer store loyalty on supermarkets in kenya



Shahrukh Salman Effects of Perceived Service Quality on Customer Loyalty and Repurchase Intentions. The Mediating Role of Customer Satisfaction Shahrukh Salman Effects of Perceived Service Quality on Customer Loyalty and Repurchase Intentions. The Mediating Role of Customer Satisfaction Новинка

Shahrukh Salman Effects of Perceived Service Quality on Customer Loyalty and Repurchase Intentions. The Mediating Role of Customer Satisfaction

The primary objective of this study is to gauge the effect of perceived service quality on customer loyalty and repurchase intentions through customer satisfaction in Lahore, Pakistan. Therefore, the significance of customer satisfaction for customer loyalty and repurchase intentions is explained. Customer satisfactions play a mediating role between perceived service qualities, customer loyalty and repurchase intentions. The population of the research is constituted of the potential customers of Lahore and the sample size amounts to 230.
Daniel Gurski How Excellent Experiences affect Customer Loyalty Daniel Gurski How Excellent Experiences affect Customer Loyalty Новинка

Daniel Gurski How Excellent Experiences affect Customer Loyalty

Master's Thesis from the year 2013 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: 1,3, Maastricht University (School of Business and Economics), language: English, abstract: AbstractThe thesis at hand develops a new scale to measure customer experience quality on the basis of four dimensions: service quality, atmosphere quality, flow quality, and learning quality. The American coffee company Starbucks is used as exemplary case to validate the theory empirically. Product quality is found to be a separate, but related construct to customer experience quality. The author investigates the effect of customer experiences on customer loyalty and finds that customer experience quality indirectly affects customer loyalty intentions through perceived value. The relative importance of customer experience quality for perceived value and in succession customer loyalty intentions is found to be much higher than that of product quality. Moreover, perceived wealth of the customer acts as a moderator and increases the positive effect of customer experience quality on perceived value wheras it weakens the effect of product quality on perceived value. Collectively, the results extend and clarify concepts in the evolving, but inconsistent customer experience literature. The findings enable managers to stage customer experiences more effectively and more efficiently.
Christina Rüther Are Customers loyal to the Tesco Superstore in Roundhay Christina Rüther Are Customers loyal to the Tesco Superstore in Roundhay Новинка

Christina Rüther Are Customers loyal to the Tesco Superstore in Roundhay

Inhaltsangabe:Abstract: Throughout modern marketing literature there is extensive agreement that ‘Customer Loyalty’ is marketing’s newest challenge. Marketing’s main focus is shifting away from a transactional approach, focusing on the single sale, to a customer relationship approach, establishing, maintaining and enhancing relationships with customers. Today the advantages of cost efficiency, market share, and service quality do not guarantee a company’s success any more. Companies need to invest in customer retention programmes to stay competitive. Due to the belief that retaining existing customers is far cheaper than attracting new ones the subject of customer loyalty has become of increasing interest to businesses over the last decade. Theorists argue that loyal customers are more likely to pay an extra price and that their average expenditure will increase over time. In particular in the food retailing industry companies are facing an ever-increasing level of competition due to a high saturation point and low customer switching costs. Growth is only possible by gaining market share from competitors. Under these conditions the effective management of customer loyalty has become a key issue in securing competitive advantage. This study focuses on the review of theories behind customer relationship and customer loyalty marketing found in academic literature. It sets out to explore customer loyalty at UK’s biggest supermarket chain, Tesco plc. A questionnaire was carried ou...
Wolfgang Katsch International E-Business Wolfgang Katsch International E-Business Новинка

Wolfgang Katsch International E-Business

Inhaltsangabe:Abstract: The thesis offers solutions concerning the following questions: - Why is customer loyalty important for long term success of a company? - What are value adding characteristics of E-Business? - How is customer relationship management defined? - How does relationship management help a company in the changing marketplace of E-Business? - How can a company build customer loyalty? - How to follow a step-by-step process in order to build lasting relatinships with customers? - What do best-practice companies manage relationships (including over 10 short case studies and practical experiences) - How to use online communities for customer loyalty? - What does datamining mean in the context of CRM? - How to integrate customers for customization and product innovations? - Why does a database give you the necessary information for knowing your customers? - What is the link between customer satisfaction, differentiation, and long term economic success - What are tools to implement the new approach of customer relationship management? - How to install an complaint management system in E-Business in order to build loyalty? The main objectives of the thesis are show how companies can build loyalty with customer relationship management to combine the concept of customer loyalty with the characteristics of E-BusinessCompanies in E-Business already realize that focusing only on customer acquisition is not enough for lasting success and are therefore intensifying efforts ...
Jill Griffin Taming the Search-and-Switch Customer. Earning Customer Loyalty in a Compulsion-to-Compare World Jill Griffin Taming the Search-and-Switch Customer. Earning Customer Loyalty in a Compulsion-to-Compare World Новинка

Jill Griffin Taming the Search-and-Switch Customer. Earning Customer Loyalty in a Compulsion-to-Compare World

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Praise for Taming the Search-and-Switch Customer «What an excellent wake-up call! Your company's most valuable asset—your loyal customers—have more tools than ever to compare you to competitors and switch. Griffin does an excellent job identifying the risks to customer loyalty in an environment of immediate and abundant information, and defines a path to earn loyalty through delivery of enhanced value in the eyes of your customers. A truly important premise to building and maintaining a successful business.»? —Gerald Evans, president, Hanes Brands Supply Chain and Asia Business Development «In this dynamic treatise on customer retention, Jill Griffin, The Loyalty Maker, provides updated solutions to meet today's challenge of changing consumer shopping habits. A must-read for all retailers and wholesalers.» —Britt Jenkins, chairman of the board, Tandy Brand Accessories, Inc. «Mandatory reading for anyone who manages customer loyalty. A truly thought-provoking read!» —Timothy Keiningham, global chief strategy officer, executive vice president, IPSOS Loyalty «Every company is in the service business now, whether they realize it or not. Jill's book is a great start on how to make your service experiences better than they are today.» —Robert Stephen, founder, The Geek Squad «In today's Googlized marketplace, Taming the Search-and-Switch Customer is a must-read.» —Ken DeAngelis, general partner, Austin Ventures «Griffin is pure loyalty genius!» —Kelly Cook, vice president, Customer Engagement/CRM, Waste Management
Justin Sachs Customer Loyalty Justin Sachs Customer Loyalty Новинка

Justin Sachs Customer Loyalty

Customer Loyalty provides the world's leading tools, strategies, and principles from the world's leading strategic business professionals. These are the systems and practices real world entrepreneurs and business leaders are using every day in their businesses to increase their customer loyalty and the overall lifetime value of their customers.
Ben Beiske Loyalty Management in the Airline Industry Ben Beiske Loyalty Management in the Airline Industry Новинка

Ben Beiske Loyalty Management in the Airline Industry

Inhaltsangabe:Abstract: This report will demonstrate the importance of Loyalty Management in the competitive environment of the airline industry and will show that a successful approach to Loyalty Management consists of three different, interlinked aspects. These three ‘pillars’ are Customer Service, Frequent Flyer Programs, and Complaint Management; their interdependence will be analysed in depth, with special attention given to the perceived importance of Frequent Flyer Programs. Findings from a detailed literature review and a survey show that customers do indeed perceive these issues as vital with regards to their loyalty towards a particular airline. It was found that Customer Service can be regarded as the foundation for Loyalty Management; it can help an airline to gain competitive advantage by setting it apart from its competitors. Frequent Flyer Programs, if implemented and run properly, can provide the customer with added value. As such, they compliment Customer Service and can help to increase overall loyalty. Additionally, Complaint Management was found to be gaining importance among airlines. The number of complaints was shown to be rising gradually, stressing the growing significance of efficient Complaint Management and its strong after-effect on customer loyalty. Inhaltsverzeichnis:Table of Contents: 1.INTRODUCTION6 1.1AIM AND OBJECTIVES OF THE REPORT7 1.2TERMINOLOGY9 1.3BACKGROUND INFORMATION: LOYALTY MANAGEMENT9 1.3.1DEFINITIONS9 1.3.2TRADITIONAL MARKETING A...
Daniel Gurski Customer Experiences Affect Customer Loyalty. An Empirical Investigation of the Starbucks Experience Using Structural Equation Modeling Daniel Gurski Customer Experiences Affect Customer Loyalty. An Empirical Investigation of the Starbucks Experience Using Structural Equation Modeling Новинка

Daniel Gurski Customer Experiences Affect Customer Loyalty. An Empirical Investigation of the Starbucks Experience Using Structural Equation Modeling

The study at hand investigates customer experiences at the American coffee company Starbucks and develops a new scale to measure customer experience quality on the basis of four dimensions: Service quality, atmosphere quality, flow quality and learning quality. The study reveals that product quality itself is a separate, but related construct to customer experience quality which alone is not sufficient to create customer loyalty. The effect of customer experience quality and product quality on customer loyalty intentions is found to be fully mediated by perceived value. Moreover, perceived wealth of the customer acts as a moderator and increases the positive effect of customer experience quality on perceived value whereas it weakens the effect of product quality on perceived value. Collectively, the results extend and clarify concepts in the evolving, but inconsistent customer experience management literature. The findings enable managers to stage customer experiences more effectively and more efficiently.
Gabriela Strauß Marketing Events as a Supportive Tool for Customer Loyalty Gabriela Strauß Marketing Events as a Supportive Tool for Customer Loyalty Новинка

Gabriela Strauß Marketing Events as a Supportive Tool for Customer Loyalty

Inhaltsangabe:Abstract:Part one briefly introduces the reader to the topic and the research objectives. Moreover, the methodical approach to meet the research objectives will be presented. Part two provides the theoretical framework of customer loyalty. Terms, advantages and strategies related to customer loyalty are introduced. Furthermore, the report illustrates factors that support the development of customer loyalty and evaluates the requirements to develop new loyalty tools. Part three presents a definition and classification of marketing events as well as the inevitability of creating new ways of communication. Furthermore, it portrays international dimensions of marketing events, as well as a future outlook. Virtual events will be described as new approaches within the tool event marketing. Part four provides the findings of this project and analyses the connection between marketing events and customer loyalty. The report is finalised by a conclusion in part five.Inhaltsverzeichnis:Table of Contents:LIST OF FIGURES4LIST OF APPENDICES5ABSTRACT6PART I: PREFACE91.1RESEARCH OBJECTIVES91.2REPORT STRUCTURE91.3METHODOLOGY101.3.1PART CUSTOMER LOYALTY121.3.2PART MARKETING EVENTS131.3.3PART CONCLUSIONS AND FINDINGS131.3.4LIMITATIONS OF RESEARCH15PART II: CUSTOMER LOYALTY172.1CUSTOMER SATISFACTION AND CUSTOMER LOYALTY182.2REASONS TO CREATE CUSTOMER LOYALTY AND SYNERGY EFFECTS212.3LOYALTY-CREATING FACTORS242.4APPRAISAL OF THE LOYALTY TOOLS27PART III: MARKETING EVENTS303.1DEFINITIO...
geb. Weiler Marion Maguire A Case Analysis - Exploring Customer Attitudes on BMW geb. Weiler Marion Maguire A Case Analysis - Exploring Customer Attitudes on BMW Новинка

geb. Weiler Marion Maguire A Case Analysis - Exploring Customer Attitudes on BMW

Inhaltsangabe:Abstract: Giving the powerful means of branding and brand-based differentiation for creating and sustaining a competitive advantage especially in highly competitive markets such as the automobile market, this study explores brand attitudes of existing and potential customers towards the brand BMW. Moreover, this study analyzes the level and source of customer satisfaction as well as the level and source of customer loyalty of existing and potential customers. While this study considers five different factors for the degree of customer satisfaction, there is only one factor considered for the degree of brand loyalty. The factors considered for customer satisfaction are perceived customer service, perceived quality, perceived innovation, perceived technology and perceived price, while the factor considered for brand loyalty is customer satisfaction itself. The analysis of brand loyalty distinguishes between repurchase loyalty and attitudinal loyalty, former being analyzed for existing customers and latter being analyzed for potential customers. The results indicate that (1) BMW has a high level of awareness, both in recognition and recall, (2) the image of BMW is favorable, strong and relevant, and (3) BMW is mainly associated with performance and style by existing customers and status by potential customers. Despite these overall positive results, weaknesses were identified, that contain opportunities for BMW. The regression analysis indicated that there is a str...
Silke Freitag Increasing Customer Loyalty via Mobile Customer Relationship Management Silke Freitag Increasing Customer Loyalty via Mobile Customer Relationship Management Новинка

Silke Freitag Increasing Customer Loyalty via Mobile Customer Relationship Management

Inhaltsangabe:Abstract: The main objective of this research was to find out and demonstrate how companies can manage to maintain and increase their customer’s loyalty with the help of Customer Relationship Management in today’s wireless world. Due to the growing convergence of the Internet and the mobile phone, competition between companies is considerably increasing. In order to further keep their stake in the market, companies are forced to improve the relations to their customers by using new business technologies enabling them to differentiate themselves from the competition in offering personalized services especially tailored to their customers’ needs. This thesis will concentrate on the opportunities that Customer Relationship Management offers in the wireless world. Mobile applications and instruments that enable companies to create more loyalty among their customers will be pointed out while special focus is laid on SMS-Marketing. A few examples of companies who have been successfully applying wireless marketing will be given. Furthermore, part of this thesis was to carry out an online survey during which a number of people were interviewed about their experience with mobile services and their willingness to accept wireless marketing. The survey results provided a basis upon which the acceptance of possible marketing strategies, designed to increase customer loyalty, could be judged. Inhaltsverzeichnis:Table of Contents: AbbreviationsIII FiguresIV 1.Introduction1 1.1...
Olayiwola Bello Mobile Telecommunication Customer Loyalty in Nigeria. Determining factors Olayiwola Bello Mobile Telecommunication Customer Loyalty in Nigeria. Determining factors Новинка

Olayiwola Bello Mobile Telecommunication Customer Loyalty in Nigeria. Determining factors

With the increasing competition on the market, customer loyalty has become a decisive factor for long-term business profits. At its high, customer loyalty connotes the high entry barriers the competitor faces when entering the market, and it contributes significantly to a reduction of marketing costs. To attract new customers, companies are required to invest a lot of time and money which can result in uncertainties and risks over longer periods of time.The number of loyal customers as a sign of market share is more significant than the total number of customers. More loyal customers translate to high profits. Loyal customers will continue to purchase or receive the product or service from the same enterprises, and they will be willing to pay higher prices for the quality products and first-class services, thereby increasing sales revenue. Consequently, the focus of many enterprise managers at this point is on marketing management aspects to improve customer loyalty in order to gain the competitive advantage in the face of fierce competition. The importance of customer loyalty has been identified by many researchers and academics in the past years. This importance is also predominant in the telecommunication industry and, consequently, the Nigerian telecom industry.This book attempts to assess and analyze the variables that influence a mobile phone subscriber's loyalty and how Nigerian service providers can enhance this loyalty. The study is based on a survey that uses th...
Sumanta Deb, Keya Mitra Spatial Economics Of Shopping Malls. A Configurational Approach in Rent and Tenanting Decision Sumanta Deb, Keya Mitra Spatial Economics Of Shopping Malls. A Configurational Approach in Rent and Tenanting Decision Новинка

Sumanta Deb, Keya Mitra Spatial Economics Of Shopping Malls. A Configurational Approach in Rent and Tenanting Decision

Research Paper (postgraduate) from the year 2015 in the subject Business economics - Operations Research, grade: 2.5, , course: PhD, language: English, abstract: The purpose of this research is to bridge the gap between retail research results on customer movement in shopping centers and importance of space syntax analysis in predicting indoor navigation pattern for better understanding of store space allocation, store location and tenanting decision making in shopping malls.A bid-rent model is specified and solved under the condition of profit maximization of individual stores to examine the impact of customer density in predicting store space allocation and rental decision making. To predict the importance of visibility in customer density distribution, data were collected through recording navigational preferences of individuals in computer generated situations of shopping mall junctions using a convenience sampling method. The visibility characteristics were studied using visibility graph analysis by syntax 2D software tools. The model is extended under condition of revenue maximization of the entire mall in rationalizing tenanting decision making. Tenanting, rent and store space allocation decisions depend on the customer density distribution throughout the shopping mall. Natural movement and consequent natural customer density depend on the visual integration of a location along with metric distance from the access point. Revenue maximization of the shopping mall depend...
Bala Jeshurun Subramania, Aravinth S. Store Loyalty Bala Jeshurun Subramania, Aravinth S. Store Loyalty Новинка

Bala Jeshurun Subramania, Aravinth S. Store Loyalty

Indian Retail sector is vibrant and has become one of the world's top 5 global retail destinations. It is estimated that the total number of shopping malls will grow at the rate of 18.9% by 2015. As competition is becoming stiff, retailers are working on new marketing strategies to sustain in the market, Store loyalty is the most initial variable of interest to retailers. This research reviews existing retail literature to identify the dimensions of store loyalty; with specific focus on its antecedents such as store image in the current Indian context. About the Book: The text provides a solid foundation that clearly describes the effect of store image towards store loyalty, portraying a complete view of the subject and going further to show how all the pieces fit together.The contents of the book are presented in a lucid style so that even an average student can grasp the subject. Salient Features: 1)Practical state of the art approach.2)Enriched with schematic diagrams to understand the issues.3)Wealth of up-to-date statistics goes a long way in critical analysis. 4) Sufficient theory is presented to ensure a complete understanding of the concepts.
Jeff Sauro Customer Analytics For Dummies Jeff Sauro Customer Analytics For Dummies Новинка

Jeff Sauro Customer Analytics For Dummies

1884.23 руб. или Купить в рассрочку!
The easy way to grasp customer analytics Ensuring your customers are having positive experiences with your company at all levels, including initial brand awareness and loyalty, is crucial to the success of your business. Customer Analytics For Dummies shows you how to measure each stage of the customer journey and use the right analytics to understand customer behavior and make key business decisions. Customer Analytics For Dummies gets you up to speed on what you should be testing. You'll also find current information on how to leverage A/B testing, social media's role in the post-purchasing analytics, usability metrics, prediction and statistics, and much more to effectively manage the customer experience. Written by a highly visible expert in the area of customer analytics, this guide will have you up and running on putting customer analytics into practice at your own business in no time. Shows you what to measure, how to measure, and ways to interpret the data Provides real-world customer analytics examples from companies such as Wikipedia, PayPal, and Walmart Explains how to use customer analytics to make smarter business decisions that generate more loyal customers Offers easy-to-digest information on understanding each stage of the customer journey Whether you're part of a Customer Engagement team or a product, marketing, or design professional looking to get a leg up, Customer Analytics For Dummies has you covered.
Tanja Walker Customer Relationship Management for Luxury Skin Care Brands in the Selective Cosmetics Sector Tanja Walker Customer Relationship Management for Luxury Skin Care Brands in the Selective Cosmetics Sector Новинка

Tanja Walker Customer Relationship Management for Luxury Skin Care Brands in the Selective Cosmetics Sector

Inhaltsangabe:Abstract: This thesis discusses the validity of Customer Relationship Management for luxury skin care brands in the selective cosmetics sector. Luxury skin care brands face limitations in applying CRM strategies due to their selective distribution strategy. The value of CRM is determined by analyzing communication tools, CRM opportunities and limitations. The example of „Club Biotherm”, a luxury skin care brand’s customer loyalty program, illustrates the findings, and recommendations are made in order to successfully implement a CRM strategy. Key Words: Customer value, Customer segmentation, Customer loyalty, Communication tools, Direct Marketing, Customer loyalty programs, Channel conflict management. Zusammenfassung: In der vorliegenden Diplomarbeit wird die Gültigkeit von Customer Relationship Management für Luxusmarken der Selektiven Kosmetik untersucht. Bei der Umsetzung von CRM Strategien werden Luxuskosmetikmarken mit Grenzen konfrontiert, welche durch das selektive Vertriebssystem entstehen. Die Wertigkeit von CRM wird anhand der Kommunikationsmaßnahmen, Chancen und Grenzen analysiert. An dem Beispiel des „Club Biotherm“, einem Kundenbindungsinstrument einer selektiven Luxuskosmetikmarke, werden die Ergebnisse erläutert sowie Handlungsempfehlungen entwickelt, um eine CRM Strategie erfolgreich durchzuführen. Schlüsselbegriffe: Kundenwert, Kundensegmentation, Loyalität, Kommunikationsmaßnahmen, Direkt Marketing, Kundenbindungsprogramme, Vertriebsmanagement...
Dr. David Ackah, Makafui R. Agboyi The Impact of Service Quality on Consumer Loyalty Dr. David Ackah, Makafui R. Agboyi The Impact of Service Quality on Consumer Loyalty Новинка

Dr. David Ackah, Makafui R. Agboyi The Impact of Service Quality on Consumer Loyalty

Research Paper (postgraduate) from the year 2013 in the subject Economics - International Economic Relations, grade: A, Atlantic International University (School of Business and Economics), language: English, abstract: The study explores the relationship between service quality and customer satisfaction on customer loyalty with regards to services provided by All Needs Supermarket, located in Takoradi. To achieve the objective of the study, quantitative method was used for the statistical analysis and convenience sampling for selecting customers. The researcher used the self-administered questionnaire as a method for collecting data from the sample consists of 101customers randomly selected from the population frame.The results show that both service quality and customer satisfaction significantly affect the levelof customer loyalty of the customers of All needs supermarket, Takoradi. It was therefore, recommended that staff of All needs supermarket should pay special attention to their service quality and the factors that drive customer satisfaction.
Philip Kotler Managing Customer Experience and Relationships. A Strategic Framework Philip Kotler Managing Customer Experience and Relationships. A Strategic Framework Новинка

Philip Kotler Managing Customer Experience and Relationships. A Strategic Framework

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Boost profits, margins, and customer loyalty with more effective CRM strategy Managing Customer Experience and Relationships, Third Edition positions the customer as central to long-term strategy, and provides essential guidance toward optimizing that relationship for the long haul. By gaining a deep understanding of this critical dynamic, you'll become better able to build and manage the customer base that drives revenue and generates higher margins. A practical framework for implementing the IDIC model merges theory, case studies, and strategic analysis to provide a ready blueprint for execution, and in-depth discussion of communication, metrics, analytics, and more allows you to optimize the relationship on both sides of the table. This new third edition includes updated examples, case studies, and references, alongside insightful contributions from global industry leaders to give you a well-rounded, broadly-applicable knowledge base and a more effective CRM strategy. Ancillary materials include a sample syllabus, PowerPoints, chapter questions, and a test bank, facilitating use in any classroom or training session. The increased reliance on customer relationship management has revealed a strong need for knowledgeable practitioners who can deploy effective initiatives. This book provides a robust foundation in CRM principles and practices, to help any business achieve higher customer satisfaction. Understand the fundamental principles of the customer relationship Implement the IDIC model to improve CRM ROI Identify essential metrics for CRM evaluation and optimization Increase customer loyalty to drive profits and boost margins Sustainable success comes from the customer. If your company is to meet performance and profitability goals, effective customer relationship management is the biggest weapon in your arsenal—but it must be used appropriately. Managing Customer Experience and Relationships, Third Edition provides the information, practical framework, and expert insight you need to implement winning CRM strategy.
Cary Cavitt Service Starts with a Smile Cary Cavitt Service Starts with a Smile Новинка

Cary Cavitt Service Starts with a Smile

Customer service expert Cary Cavitt shares 69 ways to bring customers back time and again. Having personally served over 100,000 customers in the last 30 years, Cary is well aware of what it takes to attract and create customer loyalty. It really comes down to treating others the way that we would like to be treated. The tips are simple reminders of the importance of showing each customer kindness and respect. Each thought has stood the test of time and will continue to work for any type of organization that is looking to improve on customer service and gain repeat customers. A few testomonials... "Mr. Cavitt has an impeccable sense of customer service." ..."Cary's customer service skills are outstanding." ..."Cary is one of the most gifted people that I have met and known, especially equipped to consult with organizations in the whole area of customer service, customer retention, and customer loyalty."
Carlos Alfredo Mansilla The Effect of Geographic Definition on Market Share Carlos Alfredo Mansilla The Effect of Geographic Definition on Market Share Новинка

Carlos Alfredo Mansilla The Effect of Geographic Definition on Market Share

Geographic market definition has become increasingly important in many industries. This is due not only to its managerial implications, but also because of its importance in antitrust policy. The effect of different geographic definitions on market share and the systematic differences among them is the major focus of this research. The analysis is conducted at the store-level on five geographic market definitions, in seventeen metropolitan areas, for two large retail grocery chains. Market share is measured on two dimensions. One measure is sales per week for each store. The second measure is square feet of selling area for each store. The sample consists of 11,420 supermarkets from the 1997 Trade Dimensions database.
Mohsin Akm Impact of employee performance recognition techniques on customer satisfaction in the telecommunication sector of Bangladesh Mohsin Akm Impact of employee performance recognition techniques on customer satisfaction in the telecommunication sector of Bangladesh Новинка

Mohsin Akm Impact of employee performance recognition techniques on customer satisfaction in the telecommunication sector of Bangladesh

Research Paper (undergraduate) from the year 2015 in the subject Business economics - Personnel and Organisation, , language: English, abstract: The telecommunications industry in Bangladesh is a very competitive market. As customer loyalty is always shifting to the service provider whose service is comparatively better, customer satisfaction is a crucial issue to survive in this market. Companies like Grameenphone, Robi, and Airtel have been trying to achieve their goal of increasing customer satisfaction by using performance recognition techniques on their employees. This is due to the fact that only the employees of a company are in a position to improve the customer satisfaction level, since they are in direct or indirect contact with customers. This report will therefore focus on the impact of employee recognition techniques on customer satisfaction in the telecommunication sector of Bangladesh. The report has been divided into two parts. The first part will contain the literature review and the conceptual frame of the study. In the second part, the very crucial part of methodology will be examined. The survey finally will include 30 respondents from whom primary data will be collected. The researcher has also decided to use the convenience sampling method for fulfilling the purpose of this research.
Sylvia Krahl Coupons as an instrument for manufacturers of consumer goods to achieve customer loyalty Sylvia Krahl Coupons as an instrument for manufacturers of consumer goods to achieve customer loyalty Новинка

Sylvia Krahl Coupons as an instrument for manufacturers of consumer goods to achieve customer loyalty

Seminar paper from the year 2008 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: 1,0, University of Applied Sciences Brandenburg, language: English, abstract: If you ever take a trip to the USA and "visit" one of those giant supermarkets, the first thing you will recognize as soon as you get to the cashiers is consumers giving slips of paper to them. The cashiers would scan those slips of paper and the total amount of the consumer's grocery payment will be reduced immediately. Those slips of paper are called coupons and have been very popular in the USA for many years. Meanwhile, coupons enjoy also a great popularity in Germany but still without such a spread as in the USA. In today's world many changes, especially such as the current financial crisis, give marketers the reason to restructure their marketing strategies. They know that consumers not only try to save as much money as possible, they also have much more brands and products to choose of today. As a form of sales' promotion, coupons are an excellent way to attract consumers to purchase more products without having reduced the general price level. But more importantly, they are a very effective way to achieve customer loyalty and marketers know that long-term customer loyalty is more important than ever before to maintain success on the market. This research paper will introduce you to the study of couponing - an impor-tant market...
Olayiwola Wasiu Bello Mobile Telecommunication Customer Loyalty in Nigeria. Determining factors Olayiwola Wasiu Bello Mobile Telecommunication Customer Loyalty in Nigeria. Determining factors Новинка

Olayiwola Wasiu Bello Mobile Telecommunication Customer Loyalty in Nigeria. Determining factors

Master's Thesis from the year 2010 in the subject Communications - Miscellaneous, , course: Master of Business Administration, language: English, abstract: ABSTRACTThis Master's thesis sought to assess and analyze the variables capable of influencing loyalty of mobile phone subscribers as well as how service providers can enhance loyalty of their customers in Nigeria. The study was basically a survey that used the quantitative approach. A structured questionnaire was developed and personally administered to a sample of University of Ilorin students across four major GSM operators in the country. Four hundred (400) respondents were sampled through a stratified random sampling. Out of this, three hundred and forty-eight (348) copies of the questionnaire constituting 87% response rate were got for analysis. Of the eleven (11) operational factors that were used to assess loyalty of customers in the Nigeria Mobile Telecoms industry, all variables except Brand Image and Service Centre Quality were found to be capable of influencing customer loyalty and also considered as the most important loyalty variables in the industry. The unavailability of Mobile Number Portability was found to be a prominent factor in tying consumers down to service providers while the generally low satisfaction with the present state of service delivery in the industry also plays a role in this direction. Therefore, the retention been enjoyed by the service providers can be described as circumstanti...
Richa Kumari Impact of Quality Attributes on Customer Satisfaction in Apparel Retailing Richa Kumari Impact of Quality Attributes on Customer Satisfaction in Apparel Retailing Новинка

Richa Kumari Impact of Quality Attributes on Customer Satisfaction in Apparel Retailing

Project Report from the year 2012 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: A, , course: Business economics - Marketing, Corporate Communication, CRM, Market Research, language: English, abstract: Before the globalization most of the retaining used to be done in retail stores. In recent years non-store retailing has been growing much faster than the store retailing includes selling of the final consumer through the internet, direct mail, catalogs, the telephone and other direct selling approach. Customer became more luxurious so according to them satisfaction and quality are main focal point for the retail outlet store because one satisfied customers brings more than twenty customers and one unsatisfied customers take two hundreds customers back. Changes in customers' expectation and perceived quality and perceived value all works in concert to drive the customer satisfaction. This research is intended to understand the impact of quality attributes on customer satisfaction in Indian apparel retailing.
Babu George Holiday attachment - The construct, measure, and its relation with customer loyalty Babu George Holiday attachment - The construct, measure, and its relation with customer loyalty Новинка

Babu George Holiday attachment - The construct, measure, and its relation with customer loyalty

Doctoral Thesis / Dissertation from the year 2004 in the subject Tourism, grade: none, Goa University (Goa University, India), language: English, abstract: The content of the thesis may be summarized as follows:a) Conceptualization, development, and validation of a scale to measure holiday attachment.b) Examination of holiday attachment as an antecedent of tourist loyalty.c) Test of the proposed mediation-moderation model involving holiday dependence, holiday identity, novelty seeking, and loyalty.KEYWORDS: Scale Development, Holiday Attachment, Holiday Utility, Holiday Identity, Holiday Contextuality, Holiday Dependence, Novelty Seeking, Customer Loyalty, Mediation, and Moderation.
P. Schulz et al. Customer Relationship Management. Lufthansa P. Schulz et al. Customer Relationship Management. Lufthansa Новинка

P. Schulz et al. Customer Relationship Management. Lufthansa

Project Report from the year 2007 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: 86%, Macquarie University (Graduate Accounting and Commerce Centre), course: MKTG814, Managing Customer Relations (post-graduate unit), 19 entries in the bibliography, language: English, abstract: Lufthansa is Germany's aviation flagship company and also one of the major airlines operating on a global scale. Established in 1926, Lufthansa currently is one of the biggest members and also founders of the Star Alliance, the world's most important airline cooperation. Divided into five strategic business segments (passenger business, logistics, Maintenance Repair Overhaul, catering and IT services), the following report will focus on the passenger business segment and Lufthansa's activities in terms of customer relationship management (CRM) in this division. Being one of the first airlines to have established a customer loyalty program, Lufthansa successfully runs its frequent flyer concept Miles & More (Lufthansa, 2007).In a competitive environment like the aviation business, relying on a loyal customer base which generates a major part of the company's revenue is one of the key drivers for success. Due to cost pressure in the late 1990´s and the crisis in the aviation business after the terror attacks in 2001, airlines more than ever before recognized and appreciated the value of a relationship to its important ...
Amy Roche The Retail Experiment Amy Roche The Retail Experiment Новинка

Amy Roche The Retail Experiment

Have you been spending more than ever on marketing, but feel like your customers are responding less?Have you been generous with your customers, giving them bigger discounts, loyalty programs, the best-trained staff and helpful emails, but it still doesn’t seem to be enough? Do you know the retail environment has changed, but you’re not sure how to respond?Customers across all industries have changed dramatically in recent years, but many retailers have failed to understand or keep up. Retailers who don’t respond to the new problems of their customers will quickly be left behind. In this groundbreaking book about winning back the modern customer, Amy Roche describes the ‘experiments’ she performed in her own retail store. In The Retail Experiment you’ll learn how to: leave behind old retail methods that no longer work understand, value and engage with the modern customer evaluate and capitalise on the changed shopping environment market to and communicate with customers make your store an exciting place to visit appeal to the emotions of your customers successfully position your business in the ‘experience economy’.Amy examines winning strategies, pitfalls and fails, and the five strategies she discovered that drew customers in like magnets, increasing visitation, sales, and overall engagement.
V. Kumar Statistical Methods in Customer Relationship Management V. Kumar Statistical Methods in Customer Relationship Management Новинка

V. Kumar Statistical Methods in Customer Relationship Management

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Statistical Methods in Customer Relationship Management focuses on the quantitative and modeling aspects of customer management strategies that lead to future firm profitability, with emphasis on developing an understanding of Customer Relationship Management (CRM) models as the guiding concept for profitable customer management. To understand and explore the functioning of CRM models, this book traces the management strategies throughout a customer’s tenure with a firm. Furthermore, the book explores in detail CRM models for customer acquisition, customer retention, customer acquisition and retention, customer churn, and customer win back. Statistical Methods in Customer Relationship Management: Provides an overview of a CRM system, introducing key concepts and metrics needed to understand and implement these models. Focuses on five CRM models: customer acquisition, customer retention, customer churn, and customer win back with supporting case studies. Explores each model in detail, from investigating the need for CRM models to looking at the future of the models. Presents models and concepts that span across the introductory, advanced, and specialist levels. Academics and practitioners involved in the area of CRM as well as instructors of applied statistics and quantitative marketing courses will benefit from this book.
Joel Scott Microsoft CRM For Dummies Joel Scott Microsoft CRM For Dummies Новинка

Joel Scott Microsoft CRM For Dummies

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The ideal introductory guide to Microsoft's much anticipated entry into the Customer Relationship Management (CRM) software marketplace Discusses the key features of Microsoft's CRM software, including tools to help businesses sell more effectively, manage all customer communications in one place, track and convert leads, make informed decisions faster, and provide consistent service Provides expert tips and tricks to make the software work more effectively Explains how to achieve increased customer satisfaction, customer loyalty, and more profitable customer relationships Author is considered one of a handful of global experts on CRM for small- and medium-sized businesses
Luke Gipson Marketing Communications Report. Communications Strategy with Budget and Timings Plan Luke Gipson Marketing Communications Report. Communications Strategy with Budget and Timings Plan Новинка

Luke Gipson Marketing Communications Report. Communications Strategy with Budget and Timings Plan

Project Report from the year 2014 in the subject Communications - Public Relations, Advertising, Marketing, Social Media, grade: 1st Class / 77%, University of Kent (Kent Business School), course: Business Administration (Marketing), language: English, abstract: The Saga Group is the UK's leading provider of products and services targeted to people aged 50 and above. These include insurance, personal finance, the 7th most read paid for magazine in the UK (Press Gazette, 2013) and holidays. Saga Holidays is exploring a loyalty scheme proposal and the report provides a concept and comprehensive communications plan.The report provides a contextual analysis of the UK travel industry and outlines that Saga offers holidays which are focused on value and quality. This is supported with a perception map which highlights how there are a number of competitors within the all-inclusive segment. Following this is a SWOT analysis outlining the internal capabilities and the external options of Saga Holidays. Based on primary research with 50 respondents and secondary sources the segmentation of the target customers has identified 3 groups who the loyalty scheme should be targeted at.The Saga One loyalty card rewards the customer with what they want. Saga One is a customer focused loyalty scheme offering exclusivity, experiences and most importantly simplicity. The strategy suggested is over a 12-month period and in total has 6 objectives that it will seek to achieve by applying the DRIP...
Michael W. Lowenstein Employee Ambassadorship. Optimizing Customer-Centric Behavior from the Inside-Out and Outside-In Michael W. Lowenstein Employee Ambassadorship. Optimizing Customer-Centric Behavior from the Inside-Out and Outside-In Новинка

Michael W. Lowenstein Employee Ambassadorship. Optimizing Customer-Centric Behavior from the Inside-Out and Outside-In

There have been a number of professional and academic studies, in multiple industries, linking employee attitudes and behaviors with the value customers perceive in their experiences. Through targeted research, and resultant training, communication, process, and reward and recognition programs, what we define as ambassadorship formalizes the direction in which employee engagement has been trending toward for years. Simply, the trend is optimizing employee commitment to the organization and its goals, to the company's unique value proposition, and to the customer. This is employee ambassadorship, a state beyond satisfaction and engagement where all employees are focused on, and tasked with, delivering customer value as part of their job description, irrespective of location, function or level. There is growing general agreement that both developing employee ambassadors and customer advocates should receive high priority and emphasis if an enterprise is going to be successful. What building ambassadorship does mandate, however, is that having employees focus on the customer will definitely drive more positive experiences and stronger loyalty behavior (for both stakeholder groups). Because antecedent approaches to employee engagement (through research and application) are principally about productivity and alignment, and offer an organization only modest insight about level or degree of customer-centricity, more connection between employee behavior and customer behavior buil...
Mona Carolina Frank Investigating and identifying reasons for brand loyalty of the Apple-iPhone brand in Germany Mona Carolina Frank Investigating and identifying reasons for brand loyalty of the Apple-iPhone brand in Germany Новинка

Mona Carolina Frank Investigating and identifying reasons for brand loyalty of the Apple-iPhone brand in Germany

Bachelor Thesis from the year 2013 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: 1,7, Karlshochschule International University, course: International Marketing, language: English, abstract: The aim of this thesis is to investigate and identify reasons for brand loyalty of the Apple-iPhone brand in Germany and to make recommendations for customer relationship and brand managers. The methods used are secondary and primary, quantitative research, with a cross-sectional online survey consisting of a 5-point Likert scale.Brand loyalty is operationalized as switching intention, based on prior research. The theoretical background shows that there are two contrary views when investigating switching intention. On the one side, there is the conventional perspective with the motivation of functional utility maximization. People are motivated to switch a brand, when they believe they will gain perceived value, which is the customer's overall assessment of the utility of a product based on perceptions of what is received and what is given. On the other side, there is the social identity theory perspective with social mobility as motivation. Social mobility refers to a person's attempt to part him- or herself from a group. With regard to brands, this implies that customers switch brand identities, when they believe they identify themselves more with another brand.Those two perspectives have been tested using two h...
Kelly McDonald Crafting the Customer Experience For People Not Like You. How to Delight and Engage the Customers Your Competitors Don't Understand Kelly McDonald Crafting the Customer Experience For People Not Like You. How to Delight and Engage the Customers Your Competitors Don't Understand Новинка

Kelly McDonald Crafting the Customer Experience For People Not Like You. How to Delight and Engage the Customers Your Competitors Don't Understand

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Deliver a better business experience, for every kind of customer A «one-size fits all» approach to customer service is no longer viable. Businesses competing on service need to understand and cater to customers' racial, ethnic, religious, generational, and geographic differences in order to meet or exceed customers' service expectations. Crafting the Customer Experience to People Not Like You shows how companies, brands, and products struggling to differentiate themselves in a sea of sameness can foster long-term loyalty and brand preference with exceptional and customized customer service. A detailed guide to core customer groups including women, the five generations (matures, Boomers, Gen X, Gen Y and Gen Z), racial and ethnic segments, such as Hispanics and African-Americans, as well as those who are defined by key lifestyle and life-stage attributes Includes onsumer insights that will help business leaders deliver a better business experience with every customer You cannot control the economy, the stock market or the costs of goods and labor. But you can control your organization's customer service. It's an empowering thought. Customer service is 100% in your control at all times and it's more important than ever.
Ndeyapo Nickanor, Lawrence Kazembe, Jonathan Crush The Supermarket Revolution and Food Security in Namibia Ndeyapo Nickanor, Lawrence Kazembe, Jonathan Crush The Supermarket Revolution and Food Security in Namibia Новинка

Ndeyapo Nickanor, Lawrence Kazembe, Jonathan Crush The Supermarket Revolution and Food Security in Namibia

The surprisingly high rate of supermarket patronage in low-income areas of Windhoek, Namibia’s capital and largest city, is at odds with conventional wisdom that supermarkets in African cities are primarily patronized by middle and high-income residents and therefore target their neighbourhoods. What is happening in Namibia and other Southern African countries that make supermarkets so much more accessible to the urban poor? What are they buying at supermarkets and how frequently do they shop there? Further, what is the impact of supermarket expansion on informal food vendors? This report, which presents the findings from the South African Supermarkets in Growing African Cities project research in 2016-2017 in Windhoek, looks at the evidence and tries to answer these questions and others. The research and policy debate on the relationship between the supermarket revo- lution and food security is also discussed. Here, the issues include whether supermarket supply chains and procurement practices miti- gate rural food insecurity through providing new market opportunities for smallholder farmers; the impact of supermarkets on the food security and consumption patterns of residents of African cities; and the relationship between supermarket expansion and governance of the food system, particularly at the local level.
Jeanne Bliss Chief Customer Officer 2.0. How to Build Your Customer-Driven Growth Engine Jeanne Bliss Chief Customer Officer 2.0. How to Build Your Customer-Driven Growth Engine Новинка

Jeanne Bliss Chief Customer Officer 2.0. How to Build Your Customer-Driven Growth Engine

A Customer Experience Roadmap to Transform Your Business and Culture Chief Customer Officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses in every vertical around the world. And it will take years off your learning curve. Written by Jeanne Bliss, worldwide authority on customer experience, and preeminent thought leader on the role of the Customer Leadership Executive (such as Chief Customer Officer, Vice President of Customer Experience, etc.) this book follows the five-competency model she uses to coach the C-Suite and Chief Customer Officers. 1. Manage and Honor Customers as Assets 2. Align Around Experience 3. Build a Customer Listening Path 4. Proactive Experience Reliability and Innovation 5. One Company Accountability, Leadership & Decision Making Chief Customer Officer 2.0 will get you into action quickly with a united leadership team, and will shift your business intent to earning the right to growth by improving customers’ lives. Jeanne Bliss fearlessly shares her tools and leadership ‘recipe cards’ for leading and enabling your business transformation. And she provides practical guidance on how embed the five competencies into how your company develops products, goes to market, enables and rewards people, and conducts annual planning. Including over forty accounts of actions by Customer Leadership Executives around the world, this is the book you have been waiting for that tells it like it is and gives you the framework to build your customer-driven growth engine. Jeanne Bliss pioneered the Customer Leadership Executive position, holding the role for twenty years at Lands’ End, Allstate, Coldwell Banker, Mazda and Microsoft Corporations. Since 2002 she has led CustomerBliss, a preeminent customer experience transformation company where she helps companies achieve customer-driven growth. She is a worldwide keynote speaker, and sought frequently by major media for her point of view. Jeanne is the co-founder of the Customer Experience Professionals Association, established to advance the worldwide discipline of customer experience and customer experience practitioners. She is also the best-selling author of Chief Customer Officer: Getting Past Lip Service to Passionate Action (2006), and I Love You More than My Dog: Five Decisions to Drive Extreme Customer Loyalty in Good Times and Bad (2011).
Uwe Maurer Relationship vs. Deal-Based Lending in International Markets Uwe Maurer Relationship vs. Deal-Based Lending in International Markets Новинка

Uwe Maurer Relationship vs. Deal-Based Lending in International Markets

Globalisation creates more freedom of choice. Consequently customers are able to focus on self-realization. This makes customer management complex, due to the decreasing willingness of customers to join relationships. However, it makes it necessary due to intense competition. The complex part of 'Customer Loyalty Management' is the impossibility to deduce the economical success out of sales of products. In fact, economic goals are the result of pre- economic measures. Consequent customer orientation forms the final goal to increase the value for each customer and use the synergies derived from the 'team-play' of Investment Banking and Commercial Banking. The book's aim is to provide a framework in the wide ranging field of Customer Relationship Management and puts the customer back in focus. The discussion examines the poles - relationship vs. the pure transaction strategy. After the introduction in the business and the background forces, the debate introduces tools for building a valuable customer management and supports its arguments with graphical material and diagrams for quick insights and reference to each topic.
Joanna Blythman Shopped: The Shocking Power of British Supermarkets Joanna Blythman Shopped: The Shocking Power of British Supermarkets Новинка

Joanna Blythman Shopped: The Shocking Power of British Supermarkets

An elegant demolition of the supermarket miracle, this book charts the impact that supermarkets have had on every aspect of our lives and culture.Did you know…• Almost 50% of supermarket fruit and vegetables contain pesticide residues?• UK supermarkets make 40p on every £1 spent on bananas while plantations workers are paid just 1p?• Supermarkets instill a climate of fear amongst their suppliers?• Every time a supermarket opens the local community loses on average 276 jobs?In the 1970s, British supermarkets had only 10% of the UK's grocery spend. Now they swallow up 80%, influencing how we shop, what we eat, how we spend our leisure time, how much rubbish we generate, even the very look of our physical environment.Award-winning food writer Joanna Blythman investigates the enormous impact that these big box retailers are having on our lives. She meets the farmers who are selling food to supermarkets for less than they need to survive and the wholesalers who have been eliminated from the supply chain; she travels to suburban retail parks to meet the teenagers and part-timers who stack our shelves and reveals the hoops third world suppliers must jump through to earn supermarket contracts.This thought-provoking, witty and sometimes chilling voyage of discovery is sure to make you think twice before you enthusiastically reach for that supermarket trolley again.Contains new material on the ‘Tesocisation’ of Britain.
David Willemsen The Measurement of Customer Satisfaction David Willemsen The Measurement of Customer Satisfaction Новинка

David Willemsen The Measurement of Customer Satisfaction

Research Paper (undergraduate) from the year 2010 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: 1,0, RWTH Aachen University (Lehrstuhl Wirtschaftswissenschaften für Ingenieure und Naturwissenschaftler ), language: English, abstract: Only those companies that fully satisfy their customers will be able to maintain a top market position in the long run. Despite the fact that this rule has been known for a very long time, it has drastically gained in importance in the last years. The reasons are multifarious, but three main aspects can be named: the upswing of customer needs, exacerbating competition, and more complex market conditions. Rising customer demands can best be explained by a growing range of products competing against each other.In times of fierce competition, companies must deliver optimal products for the purpose of maintaining their competitiveness and strengthening their market positions. To ensure maximum customer loyalty, it is essential to know the status quo regarding the so called customer satisfaction and how consumer needs developed over time.This thesis presents the current state of research in the field of customer satisfaction measurement. In its macro-structure it can be divided into a theoretical and an empirical part. In the first one, the main measurement and calculation methods are described and discussed with focus on their capability to provide valid and reliable results concerni...
Ann Thomas Pay Attention!. How to Listen, Respond, and Profit from Customer Feedback Ann Thomas Pay Attention!. How to Listen, Respond, and Profit from Customer Feedback Новинка

Ann Thomas Pay Attention!. How to Listen, Respond, and Profit from Customer Feedback

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Make customer feedback work for your business. Customers are speaking loud and clear through a miriad of mediums. Evidence shows that customers will no longer stand for the hurried and complacent service that has become the norm. They are looking for a positive, memorable experience. Organizations that provide that level of service will earn their loyalty. Customers base their decisions on nothing more than a positive or negative review of your product and/or service. Pay Attention! paves the way. Your company wins when you: Understand Customer Expectations Embrace and implement The RATER Factors Define who you are and what you offer Become E.T.D.B.W. (Easy To Do Business With) Connect with your audience in all mediums React appropriately and respond immediately to customer feedback Recover sincerely when things go wrong All you need is to Pay Attention!
Sirma Bernard Kipkoech, Anyona Seroni Petroleum Exploration and Production in Kenya Sirma Bernard Kipkoech, Anyona Seroni Petroleum Exploration and Production in Kenya Новинка

Sirma Bernard Kipkoech, Anyona Seroni Petroleum Exploration and Production in Kenya

This book focuses on a research work done on petroleum as a source of fuel. It entails the occurrence and the reservoir traps, the art and science of petroleum prospecting, exploration techniques, production and its impacts to the economy of a country - which in this context, is Kenya. A wide comparison is made on the impacts of discoveries of petroleum in several countries in Africa, Middle East and the rest of the world. The research-related work is replete with information from library materials, internet downloads, journals, articles and other relevant reports. The recommendations have been made on ways in which the government of Kenya should employ in order to maximise the recent discoveries of petroleum (oil and gas) for the benefit of Kenyan citizens.
Ulrich Thaidigsmann Increasing competition and changing customer behavior in the German financial services sector Ulrich Thaidigsmann Increasing competition and changing customer behavior in the German financial services sector Новинка

Ulrich Thaidigsmann Increasing competition and changing customer behavior in the German financial services sector

Inhaltsangabe:Abstract: Within the last few years, dramatic changes took and still take place in the retail banking business. On the supply-side competition for cooperative banks is increasing due to various reasons. New competitors with different business models have entered the market. There is no doubt that they pose a serious threat to cooperative universal banks (which were the focus of this dissertation) and whose market share is declining constantly. Furthermore, „non-banks“ and „near-banks“ have to be considered in this respect, too, as these entities' business models are increasingly targeting customers of universal banks. On the demand side, changing customer behavior has accelerated transformation processes in recent years. An increased willingness to change suppliers can be noticed as consumers are placing more and more importance on price. A strong price awareness is changing market conditions in many business sectors in Germany. Decreasing customer loyalty forces universal banks to push sales activities and to intensify their personal relationship with the customer. The main objectives of this dissertation are the following: Work out a strategy within today’s typical structure as a universal bank. Identify key success factors and evaluate this strategy for its chances for success. Derive the consequences for the future business model of a cooperative bank. Determine the change steps necessary to strengthen the competitiveness. Furthermore, the prerequisites ...
Customer Based Brand Equity of Oil Marketing Companies in India Customer Based Brand Equity of Oil Marketing Companies in India Новинка

Customer Based Brand Equity of Oil Marketing Companies in India

For a Brand to have value it must be valued by the customers.Brand equity is an asset of the company which is intangible and depends on customer brand association resulting to brand loyalty. India's oil market has so far been dominated by Public Sector Oil marketing Companies especially in the marketing of petroleum products. The customer behaviour that has intrigued the marketers and researchers for long, has been the indifferent behaviour exhibited by fuel consumers while making choice amongst these three public sector oil marketing to refuel their vehicles, one due to no price difference in the petrol marketed by oil marketing companies and secondly there is no perceived quality difference communicated to the customers. This research is an attempt to understand the customer based brand equity with the Public Sector Oil Marketing Companies with special reference to the city of Indore.The research highlights the level of brand awareness, perceived brand quality, brand association and brand loyalty expressed by the customers for each of the public sector oil marketing companies i.e. HPCL, BPCL and IOCL.
Peter Fisk Customer Genius Peter Fisk Customer Genius Новинка

Peter Fisk Customer Genius

Hello, I am your customer. Do you see the world like I do? It's simple really. Start with me and everything else follows. Together we can do extraordinary things. Are you ready? 10 building blocks, 30 practical tools, 50 inspirational stories. From Amazon to Banyan Tree, Quintessentially to Zipcars, explore 50 of the world's leading customer businesses. The rise of Air Asia, and the collaboration of Boeing; the segmented focus of Club Med, and the customer vision of Disney; the imagination of Camper, and the desire for the Nintendo Wii; the realism of Dove, and the tribal loyalty of Harley Davidson. The 'genius' of a customer-centric business is that it works from the outside in. It attracts, serves and retains the best customers as its route to profitability and growth. Isn't it about time you started doing business from the outside in?
Bill Inmon Hearing the Voice of the Customer Bill Inmon Hearing the Voice of the Customer Новинка

Bill Inmon Hearing the Voice of the Customer

Increase the awareness of your customer’s behavior to survive and excel within your industry.One hundred years ago, the voice of the customer was easily and routinely heard by the shopkeeper. In small towns, the shopkeeper knew everyone. Today’s world has gotten much bigger and much more complex. No longer does the store owner personally know everyone who comes into the store. Yet there are three important abilities technologies offer that make it possible to listen to the voice of the customer today: The ability to acquire, store, and manage huge amounts of data The ability to read and understand text in a computerized environment The ability to visualize dataThis book answers important questions such as: Where is the voice of the customer heard? How does the corporation find and capture the voice of the customer? How is the voice of the customer actually interpreted and understood? How do you cope with the volume of messages the customer is sending you? How do you separate noise from the important messages? How do you analyze the composite voice of the customer over thousands of customers? How do you reduce the voice of the customer to a visual format that is understood by management? How do you know when the message the customer is sending changes?After reading this book the reader will be able to manage, build, and operate a corporate infrastructure that listens to the voice of the customer.
Silke Freitag Increasing Customer Loyalty via Mobile Customer Relationship Management Silke Freitag Increasing Customer Loyalty via Mobile Customer Relationship Management Новинка

Silke Freitag Increasing Customer Loyalty via Mobile Customer Relationship Management

Diploma Thesis from the year 2002 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: 1, Wiesbaden University of Applied Sciences, language: English, abstract: In times of computerization and mass consumption, one vital element has long been left behind. So far the customer rather tended to be treated as a trash dump for all those mailings that completely missed his interest, while he actually longed for companies to guess his needs, requirements and wishes and send him personalized offers especially tailored to those. With the beginning of the new century, technological advances and innovations in the field of data mining and data management have already made this dream come true for many customers. This new way of building relationships is called Customer Relationship Management (CRM) and comprises all aspects of interaction a company has with its customers. "It's a business strategy that aims to understand, anticipate and manage the need's of a company's current and potential customers."1 Along with the fast proliferation of mobile devices, consumer's behavior has changed considerably. Customers do no longer constraint their activities to one communication channel, but take advantage of new technological opportunities such as mobile commerce. In this fast-moving technological environment creating and intensifying customer loyalty has become indispensable for the business world. This chan...
Trends and Opportunities in the Production, Processing and Consumption of Staple Food Crops in Kenya Trends and Opportunities in the Production, Processing and Consumption of Staple Food Crops in Kenya Новинка

Trends and Opportunities in the Production, Processing and Consumption of Staple Food Crops in Kenya

The objective of the national conference on Trends and opportunities in the production, processing and consumption of staple food crops in Kenya was to communicate the findings of a two-year researchproject to academic peers, industrialists, policy-makers and regulatory officials. The aim of the project was to investigate the potential of utilizing sorghum and cassava to make gluten-free bread(i.e. bread from non-wheat flours) and composite bread (i.e. bread from wheat and non-wheat flours). Bread was selected as the vehicle to promote these crops because it is a ubiquitous food product thatis eaten across all social classes, is culturally accepted across the country and is convenient to handle,store and consume. Some results of this project are presented in Chapter 1 and 3. The project was undertaken by the Food Technology Division at Kenya Industrial Research and Development Institute (KIRDI, Nairobi, Kenya), and the Department of Safety and Quality of Cereals at Max Rubner-Institut (MRI, Detmold, Germany). The project (Project No.: KEN 10/001) and conference were supported by Bundesministerium für Bildung und Forschung / Federal German Ministry of Education and Research (BMBF, Germany) and Ministry of Industrilaization and Enterprise Development, Kenya. Additional financial support was provided by Deutscher Akademischer Austausch Dienst (DAAD) to enable DAAD-Alumni attend the conference. We were aware that several other research activities, technology transfer initiatives ...
Anna Balashova What to do with Unprofitable Customers. Customer Lifetime Value, Customer Metrics of Adverse Behavior, and Feasible Strategies for Managing Unprofitable Customers Anna Balashova What to do with Unprofitable Customers. Customer Lifetime Value, Customer Metrics of Adverse Behavior, and Feasible Strategies for Managing Unprofitable Customers Новинка

Anna Balashova What to do with Unprofitable Customers. Customer Lifetime Value, Customer Metrics of Adverse Behavior, and Feasible Strategies for Managing Unprofitable Customers

Bachelor Thesis from the year 2016 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: 1,3, University of Münster, language: English, abstract: In this paper, I analyze how customer metrics like Customer lifetime value (CLV) are linked to strategies for managing unprofitable customers. Valuing customers or their behavior, respectively, has become an indispensable issue for any commercial activity. When determining causes and reasons of the customers' contribution to firm value or performance, the customer base usually is analyzed and evaluated, whereas profitable and unprofitable customers are identified. Especially the subject of unprofitable customers, the methods to single them out and their input on the firm's financial performance have been thoroughly discussed in the literature. Because regular financial metrics have restricted diagnostic potential, relying on customer metrics appears more suitable for determining customer's profitability. There are diverse methods for evaluating customers, such as previous period customer revenue, past customer value, customer lifetime duration and customer lifetime value (CLV). CLV examines customer profitability from a prospective perspective, foreseeing future customer behavior and discounting future cash flows. CLV and its measurement models, depending on the kind of customers and products obtained by the company, provide a basis for strategic and tactical d...
Robert E. Levinson Customer Service Savvy. The Key to Your Business Success Robert E. Levinson Customer Service Savvy. The Key to Your Business Success Новинка

Robert E. Levinson Customer Service Savvy. The Key to Your Business Success

This book is about all forms of interpersonal relationships—which we commonly call customer service—whether your company is a doctor’s office, retail store, restaurant, law firm, nonprofit organization or any other business. Even if you generally rely on social media, texting or email for basic communication, eventually everything boils down to one human being talking to another human being. I intend this book to be a wake-up call for people. We need to stress the value of good customer service, because good customer service promotes strong relationships and complements sound business strategies. Learn to be successful in your business relationships and you will be successful in your business.
Atieno Joyce Akuku Honey Processing and Quality in Hospitality Atieno Joyce Akuku Honey Processing and Quality in Hospitality Новинка

Atieno Joyce Akuku Honey Processing and Quality in Hospitality

The objective of this book is to provide guidelines about honey processing,quality assurance, utilization and regulations to hotel industry, institutional and private honey outlets in the Kenyan market especially supermarkets and locally processed products information will be useful to stakeholders, students, academics, professionals and policy makers. Honey has contributed to local livelihoods of people living in arid and semi arid areas of Kenya and there is need to create consumer awareness and protection and enhance diamond mark of quality in the Kenyan and global market
Exit Voice and Loyalty: Responses to Decline in Firms, Organizations, and States Exit Voice and Loyalty: Responses to Decline in Firms, Organizations, and States Новинка

Exit Voice and Loyalty: Responses to Decline in Firms, Organizations, and States

An innovator in contemporary thought on economic and political development looks here at decline rather than growth. Albert O. Hirschman makes a basic distinction between alternative ways of reacting to deterioration in business firms and, in general, to dissatisfaction with organizations: one, “exit,” is for the member to quit the organization or for the customer to switch to the competing product, and the other, “voice,” is for members or customers to agitate and exert influence for change "from within".
Mathias Lüdtke-Handjery How can databases improve sales. Mathias Lüdtke-Handjery How can databases improve sales. Новинка

Mathias Lüdtke-Handjery How can databases improve sales.

Forschungsarbeit aus dem Jahr 2004 im Fachbereich BWL - Marketing, Unternehmenskommunikation, CRM, Marktforschung, Social Media, Note: 1,0, Dublin Institute of Technology (School of Marketing), 51 Quellen im Literaturverzeichnis, Sprache: Deutsch, Abstract: The evolution from transaction marketing to relationship marketing in recent years has resulted in a need for more rigorous databases and greater utilisation of current computerised tracking systems. Customer relationship management is a combination of people, processes and technology that seeks to understand organisations' customers. It is an integrated approach to managing relationships by focussing on customer retention and relationship development. Organisations that successfully implement customer relationship management will reap the rewards in customer loyalty and long runs profitability. The impact of information technology in the relationship marketing context, such as database management systems, data warehouses, and data mining, is increasing, due to technological development which facilitates the storage and analysis of massive amounts of data. However, successful implementation is elusive to many organisations, mostly because they do not understand that customer relationship management requires company-wide, cross-functional, customer-focused business re-engineering. Furthermore, while organisations are collecting and analysing data, consumers are becoming increasingly concerned about the privacy of their ...
Shaun Belding The Journey to WOW. The Path to Outstanding Customer Experience and Loyalty Shaun Belding The Journey to WOW. The Path to Outstanding Customer Experience and Loyalty Новинка

Shaun Belding The Journey to WOW. The Path to Outstanding Customer Experience and Loyalty

The Journey to WOW delivers deep and unique insights into creating fierce customer loyalty, and transforming an organization's culture into one obsessed with customer experience. It will resonate with anyone looking to improve their company's customer experience, and anyone who deals with customers -- from the newbie part-time employee to the corporate CEO. The book examines the kinds of experiences we've all had as customers -- things that so many organizations seem blind to. Situations like the inability to actually talk with a human, impenetrable phone systems, frustrating processes and uncaring people. It drives home the reality that these flaws exist in every company, and that they are silent killers of sales and customer loyalty.Most importantly, The Journey to WOW shows exactly how to start seeing the flaws in your company and what you can do to fix them. Its lighthearted business novel format will draw you in, then deliver more than a few surprising "ah-ha" moments. It will forever change the way you look at your business.”
Charnetta Gadling-Cole, Sandra Edmonds Crewe, Mildred C Joyner Caregivers of Persons Living with HIV/AIDS in Kenya. An Ecological Perspective Charnetta Gadling-Cole, Sandra Edmonds Crewe, Mildred C Joyner Caregivers of Persons Living with HIV/AIDS in Kenya. An Ecological Perspective Новинка

Charnetta Gadling-Cole, Sandra Edmonds Crewe, Mildred C Joyner Caregivers of Persons Living with HIV/AIDS in Kenya. An Ecological Perspective

Most of the HIV/AIDS caregivers in Kenya live in various parts of the country and share many of the trials and tribulations associated with providing care to someone suffering from a terminal illness. Some have been forced into the role due to the death of their love one, while others may have voluntarily taken on the responsibility on a firm belief that the care they provide will make a difference. The experiences shared in this book capture some of day-to-day political, social, economic, cultural challenges and obstacles encountered by the HIV/AIDS caregivers in Nairobi, Kenya. Caregiver challenges are reviewed and recommendations are offered on the way forward. It also explores the role of the church and international social work in addressing international issues.
Emerald Group Publishing Limited A Focus on Consumer Behaviours and Experiences in an Online Shopping Environment Emerald Group Publishing Limited A Focus on Consumer Behaviours and Experiences in an Online Shopping Environment Новинка

Emerald Group Publishing Limited A Focus on Consumer Behaviours and Experiences in an Online Shopping Environment

A Focus on Consumer Behaviours and Experiences in an Online Shopping Environment is a collection of key articles on this topical area of increasing importance. This collection offers insights across a range of sectors. Some of the topics the book looks at include: - Influences of socioeconomic characteristics in online shopping behaviour- Impact of e-service quality, customer perceived value, and customer satisfaction on customer loyalty - The role trust plays in an online shopping environment - The effectiveness of online blogging on consumer purchase decisions In this digital era online shopping is more accessible than it has ever been before and as more people turn to the internet to buy goods and services it's important to understand the consumers' experiences and behaviours. Including articles from prestigious journals such as Internet Research and Journal of Services Marketing this book will be a valuable resource for researches, managers and professionals.
Emerald Group Publishing Limited New Perspectives in Hospitality Management Emerald Group Publishing Limited New Perspectives in Hospitality Management Новинка

Emerald Group Publishing Limited New Perspectives in Hospitality Management

New Perspectives in Hospitality Management is a unique collection of articles that represent the highest level of scholarship in hospitality research. The articles identify themes that have established themselves as key trends among academics. These include:- Human resource management challenges - new research on labour turnover in luxury hotels and how classic hospitality paradigms have developed - Hospitality marketing - how the tourism distribution channel has been transformed, perceptions on guests' perceptions of customer loyalty and transforming customer satisfaction into 'customer delight' - Experiences and behaviours - understanding quality aspects of restaurant image, hedonic and utilitarian values and how they influence restaurant image, and a customer-based approach to hotel experience and brand equity. The collection provides exemplary analysis of recent research trends concerning marketing and HRM research topics and methodology, while also looking to the future in terms of how information and communication technologies will shape the development of the hospitality sector. It will enable readers to access the most important 'thinkers' active in this arena today.
Denyse Drummond-Dunn Winning Customer Centricity. Putting Customers at the Heart of Your Business-One Day at a Time Denyse Drummond-Dunn Winning Customer Centricity. Putting Customers at the Heart of Your Business-One Day at a Time Новинка

Denyse Drummond-Dunn Winning Customer Centricity. Putting Customers at the Heart of Your Business-One Day at a Time

Customer centricity isn't just a goal or buzzword; it's a make-or-break necessity for succeeding in business today. In fifty short chapters (one for each week of the year), this book accompanies you on your journey to increased customer centricity. Its unique approach enables you to strategically turn your organisation into a customer-focused powerhouse, from the inside out.Winning Customer Centricity will show you how to:Integrate customers into your company's very DNA, from strategy to infrastructure Choose and connect with the right customers and build long-term relationshipsReinvent your brand to ignite and maintain customer demand and loyalty..... and a whole lot more.Whether you're starting a new company, seeking to turn around one that's underperforming, or working to build upon a solid foundation, Winning Customer Centricity will help you to put your customers where they belong-at the very heart of your business!
Norazah Mohd Suki Services Marketing Norazah Mohd Suki Services Marketing Новинка

Norazah Mohd Suki Services Marketing

Services Marketing: Empirical Issues, places marketing issues within a broader general management context. The present book includes in its wide spectrum all the five issues on services marketing: the influence of marketing orientation on firms' marketing competency; use of social, structural and financial relationship marketing programs in building customer-salesperson and customer-firm relationships; and the importance of service quality in bank selection for mortgage loans. Examining the response of female fashion shoppers towards the mall atmosphere; and the effects social cues in the store environment on store image are also presented in this book whom act as empirical issues of highlights by marketers and managers. The chapters presented lay out the building blocks for studying services and understanding how consumers behave in a services context. Hence, this book grants substantial deliberation on information concerning to services marketing issues in Malaysia. This book may be used for support material for courses in either services marketing or service management.
Tobe Momah Loyalty Legends. ...living a life of abundance through the anointing. Tobe Momah Loyalty Legends. ...living a life of abundance through the anointing. Новинка

Tobe Momah Loyalty Legends. ...living a life of abundance through the anointing.

As we draw closer to the last days, the test of loyalty is going to get steeper. In Matthew 24:8,10, Jesus said, “All these are the beginning of sorrows. Then shall they deliver you up to be afflicted, and shall kill you: and ye shall be hated of all nations for my name’s sake. And then shall many be offended and betray one another, and shall hate one another.”This book is a “shot-in-the-arm” designed to motivate the Church in her loyalty walk with God on the earth. It chronicles examples of loyalty and disloyalty in the Bible and draws lessons from these examples that are applicable to today’s Church. Tobe Momah draws a co-relation between loyalty and legendary status, and examines the lives of past legends of the faith to illustrate this principle.
Bhattrai Premlal Membership Card Generation Based on Clustering and Optimization Models Bhattrai Premlal Membership Card Generation Based on Clustering and Optimization Models Новинка

Bhattrai Premlal Membership Card Generation Based on Clustering and Optimization Models

The research aimed to develop a methodological approach for clustering of customers based on their characteristics in order to define membership cards based on mathematical optimization in a hypermarket.Data mining as a technique is used to find interesting and valuable knowledge from huge amount of stored data within databases. We employed hierarchical and fuzzy clustering method in data selection preprocessing step for customer segmentation. Further, a methodological approach for clustering of customers based on their characteristics in order to define membership cards based on mathematical optimization is devised in this research. This study provides a basis for generating customer membership cards in a hypermarket by way of data mining techniques. Fuzzy clustering method helps to cluster similar customer information into groups. The resulting clusters are then used for optimization model in order to generate membership cards.
Mario Martinez, Bob Hobbi Building a Customer Service Culture. The Seven Serviceelements of Customer Success (PB) Mario Martinez, Bob Hobbi Building a Customer Service Culture. The Seven Serviceelements of Customer Success (PB) Новинка

Mario Martinez, Bob Hobbi Building a Customer Service Culture. The Seven Serviceelements of Customer Success (PB)

The tenets of excellent customer service are central to any organization thatcreates or delivers products or services In fact, excellent customer service is abigger differentiator today than it was twenty years ago. Customers are hungryfor good service; they are hungry to establish long-term relationships with thosewho provide not only a one-time solution but serve as a long-term resource.There is a problem, however. Organizations and the people who work withinthem have difficulty implementing the principles of customer service. The vastmajority of books and training materials on customer service teach the concepts,but do not provide the tools to implement them. In Building a Customer ServiceCulture, we take you on an enjoyable journey where you will learn about thefoundational principles of customer service and acquire the tools to implement those principles. Theseapplication tools will help make you more successful in your job and simultaneously contribute to an enhancedservice culture in your organization. In the pages that follow, we blend classic knowledge with new informationto create valuable insights about how to make customer service a sustainable competitive advantage in your joband for your organization.

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A Customer Experience Roadmap to Transform Your Business and Culture Chief Customer Officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses in every vertical around the world. And it will take years off your learning curve. Written by Jeanne Bliss, worldwide authority on customer experience, and preeminent thought leader on the role of the Customer Leadership Executive (such as Chief Customer Officer, Vice President of Customer Experience, etc.) this book follows the five-competency model she uses to coach the C-Suite and Chief Customer Officers. 1. Manage and Honor Customers as Assets 2. Align Around Experience 3. Build a Customer Listening Path 4. Proactive Experience Reliability and Innovation 5. One Company Accountability, Leadership & Decision Making Chief Customer Officer 2.0 will get you into action quickly with a united leadership team, and will shift your business intent to earning the right to growth by improving customers’ lives. Jeanne Bliss fearlessly shares her tools and leadership ‘recipe cards’ for leading and enabling your business transformation. And she provides practical guidance on how embed the five competencies into how your company develops products, goes to market, enables and rewards people, and conducts annual planning. Including over forty accounts of actions by Customer Leadership Executives around the world, this is the book you have been waiting for that tells it like it is and gives you the framework to build your customer-driven growth engine. Jeanne Bliss pioneered the Customer Leadership Executive position, holding the role for twenty years at Lands’ End, Allstate, Coldwell Banker, Mazda and Microsoft Corporations. Since 2002 she has led CustomerBliss, a preeminent customer experience transformation company where she helps companies achieve customer-driven growth. She is a worldwide keynote speaker, and sought frequently by major media for her point of view. Jeanne is the co-founder of the Customer Experience Professionals Association, established to advance the worldwide discipline of customer experience and customer experience practitioners. She is also the best-selling author of Chief Customer Officer: Getting Past Lip Service to Passionate Action (2006), and I Love You More than My Dog: Five Decisions to Drive Extreme Customer Loyalty in Good Times and Bad (2011).
Продажа customer store loyalty on supermarkets in kenya лучших цены всего мира
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