a study on customer preference towards apparels in westside bangalore



Murali Guruswamy An Investigation of Young Indian Consumer.s Perceptions on Foreign Branded Apparels Murali Guruswamy An Investigation of Young Indian Consumer.s Perceptions on Foreign Branded Apparels Новинка

Murali Guruswamy An Investigation of Young Indian Consumer.s Perceptions on Foreign Branded Apparels

Master's Thesis from the year 2014 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: Merti, University of Lincoln (Graduate School), course: Master's in Business Administration, language: English, abstract: The study is based on analyzing young Indian's perceptions on foreign branded apparels and analysis of Indian youth customer's behavior. The investigation primarily aimed at analyzing young Indian customer's behavior and exploring the relation between them with foreign branded apparels. It also included the theoretical study of Brands & Brand Management and the key drivers that has a likely impact on customer's behaviors, which used Indian young customers as target participants for the study. The study finalizes that fact that brands have significant impact of customer's behavior by outlining the key drivers that would enable gradual sales for organizations, by presenting various theories, models, and methodologies to arrive at a conclusion. In the theoretical part of the study, the researches makes a prompt attempt to explore the relationship between consumer behaviors and brands considering the influential factors acting upon the mindsets of the customer's. The consumer's decision-making abilities and process are subjected with brands elements and factors that would build effective global brands to fulfill the objectives of the study and arrive at conclusion. Findings...
Kathiriya Ankita D. Impact of Dtc on LIC.s Business Kathiriya Ankita D. Impact of Dtc on LIC.s Business Новинка

Kathiriya Ankita D. Impact of Dtc on LIC.s Business

This book contain the new tax system(Direct Tax Code)implemented in India how it will affect to the Insurance sector especially in India Life insurance corporation of India is larger insurance company in India so its compare with the various policy of that company and the preference of the customer for various policy for the tax saving instrument in India as Direct Tax Code implemented in India will make lots of change in the preference of customer for selecting the product of tax saving instrument.
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.
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.
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...
Dr. David Ackah, Makafui R. Agboyi The Role of Transportation in Achieving Customer Satisfaction in a Private Distribution Company Dr. David Ackah, Makafui R. Agboyi The Role of Transportation in Achieving Customer Satisfaction in a Private Distribution Company Новинка

Dr. David Ackah, Makafui R. Agboyi The Role of Transportation in Achieving Customer Satisfaction in a Private Distribution Company

Research Paper (postgraduate) from the year 2014 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: A, Atlantic International University (School of Business and Economics), course: Ph.D. Economics, language: English, abstract: In a highly competitive distribution sector, one way to gain competitive advantage is to ensure that the customers are satisfied. It is also a fact that having a good transport system is a great factor to ensure long term services and growth the company. The study is to find the role transportation play in achieving customer satisfaction in the private distribution sector a case study at Ricky Boakye Yiadom Company Limited. Eventually, the results are meant to improve the existing levels of customer satisfaction with the form of transportation. Specifically it seeks to uncover the factors accounting for the level of customer satisfaction in transportation of products. The study reviewed major theoretical area to develop a framework which suggests that customer satisfaction in Distribution Company would be a function of service quality and customer orientation of service employees. The data from the study constituted employees and customers of 35 people and was analyzed through a descriptive statistics. The study reveals that the mode of transportation does not always achieve smooth delivery and satisfaction desired but adds value to the mode of transport. It also shows that delivery times t...
Dr. David Ackah, Makafui R. Agboyi Managing Customer Relations in the Banking Industry. Customer Service Dr. David Ackah, Makafui R. Agboyi Managing Customer Relations in the Banking Industry. Customer Service Новинка

Dr. David Ackah, Makafui R. Agboyi Managing Customer Relations in the Banking Industry. Customer Service

Research Paper (postgraduate) from the year 2014 in the subject Business economics - Banking, Stock Exchanges, Insurance, Accounting, grade: B, Atlantic International University (School of Business and Economics), course: Ph.D. Economics, language: English, abstract: The main aim of this study has been to identify the possible causes of customer dissatisfaction. The specific objectives of the study were examined , the degree of cordiality and adversity of the relationship between management and staff and how these influence positively or negatively customer relations of banking organizations, a case study of Sahel Sahara Bank. The study is to assist the management of banking organization towards ensuring improved customer relations by offering incentives, customers' relations training for employees and organizing seminars and workshops to raise employees' level of professionalism.The researcher employed the quota sampling technique to specifically make a selection of the groups of management, staff, customers and other users of the Bank to whom questionnaires were administered until the required numbers of respondents were reached. In all, sixty (60) questionnaires were distributed. Out of these, ten (10) were administered to the management of the bank, twenty (20) to its employees and thirty (30) to customers who had visited to transact business at the bank's premises on those faithful days of questionnaires administration.The study revealed that management and c...
Alkhatani Saad Zafer Authentic Customer Centricity Alkhatani Saad Zafer Authentic Customer Centricity Новинка

Alkhatani Saad Zafer Authentic Customer Centricity

This book offers a breakthrough formula for creating a sustainable customercentric organization, which forms the key to enduring business success. Thisnew blueprint entails a systematic and integrated journey towards customercentricity.In this book, Dr. Zafer has provided a sorely needed guidebook for executives tobecome a successful customer centric company. He shows us how companiescan deliver a superior customer experience that result in trusted customerrelations that can boost profitability. This is the book you should read if youwant to deliver a superior customer experience in a sustainable way.
Goran Krpan Successful Implementation of CRM in Sales Departments Goran Krpan Successful Implementation of CRM in Sales Departments Новинка

Goran Krpan Successful Implementation of CRM in Sales Departments

The implementation of CRM causes high investment costs and therefore is a challenge for companies. However, the technology seeks to establish a better understanding of the customer and as a result to strongly increase the volume of sales. CRM not only is a software program but an orientation towards the customer. The present study is about the key success factors for implementing CRM in sales departments of B2B companies.
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.
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...
Katrin Irene Roebbeling Eventually, you will bond for life Katrin Irene Roebbeling Eventually, you will bond for life Новинка

Katrin Irene Roebbeling Eventually, you will bond for life

Inhaltsangabe:Abstract: Changing market conditions have made it tougher on companies to stay competitive. Long-term customer bonding can provide a competitive advantage. Today's customers' wishes have put forth the need for experience marketing though. This trend has to be taken into account when planning on bonding with customers. One way to create a platform for experience is event marketing. This final thesis focuses specifically on the use of events with regard to customer relationship bonding. In this study, an answer will be provided to the following problem statement. Event marketing supports bonding by providing an opportunity for direct and personal contact between a company and its customers. Furthermore, customers are offered the possibility to experience a company and its products in a pleasurable surrounding. Events can either be business- or leisure-oriented, depending on the overall character of the event. Events provide a variety of advantages to both the company and its customer, ranging from cross-selling and exchange of information to risk and cost reductions. Event marketing integrates in the modern concept of customer relationship marketing by opening a constructive dialogue between the customer and the company. Customer relationships are built on trust which can be established by creating a special bond between a company and its customers. These bonds can exist on various levels and not all customers are suited for long-term bonding. To insure th...
Abdullah Afzal Factors affecting customer satisfaction in fast food sector Abdullah Afzal Factors affecting customer satisfaction in fast food sector Новинка

Abdullah Afzal Factors affecting customer satisfaction in fast food sector

Masterarbeit aus dem Jahr 2013 im Fachbereich BWL - Marketing, Unternehmenskommunikation, CRM, Marktforschung, Social Media, Lovely Professional University, Punjab, Sprache: Deutsch, Abstract: Prior research has shown that customer satisfaction is the most important means for fast food restaurant. The main objectives of the study were to enhance the fast food service quality impact on overall customer satisfaction, to study purchaser behavior towards fast food places, to identify various key factors used by clients in the selection of fast food restaurants; and to analyze the particular differences/similarities in critical factors deemed by consumers for the selection of fast food restaurants. Our objective should be to look into the particular crucial elements that really help to determine the expectations which buyers have regarding the fast food market and his or her perceptions of good quality through experience. The organizations under study were Pizza Hut, Hardees, KFC, McDonald's and Subway located in Lahore, Pakistan.An extensive review of the literature was carried out by reviewing research studies, books, site pages and journals etc. On the basis of that literature review and its inferences, a questionnaire was developed which was needed for this quantitative type of research. The data was collected from the customer of these restaurants. A sample of 407 customers was selected randomly. Data was compiled and statistically analyzed using SPSS and Microsoft Excel....
Malini Majumdar Towards Customer Equity. should marketers shift focus from brand equity. Malini Majumdar Towards Customer Equity. should marketers shift focus from brand equity. Новинка

Malini Majumdar Towards Customer Equity. should marketers shift focus from brand equity.

Scientific Essay from the year 2009 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, , language: English, abstract: A strong brand, having high brand equity generates higher revenue for the company. Brand Equity, as evidenced, results from a strong mental association that the customer links with the brand. It can be considered as the sum of customers' assessments of a brand's intangible qualities. Therefore, it cannot be a true measure of the marketing efforts of a company, though it was perceived so long to be so. Customer Equity, of late, has been identified as a basis to build powerful customer-centric marketing programs, which are more effective in highly competitive business scenario. There are three drivers of customer equity-value equity, brand equity, and relationship equity. Today's turbulent business environment is in requirement of maximizing the value of a company's customer assets. This stresses further the importance of focusing on Customer Equity as a customer-centric approach, rather than on Brand Equity, basically a product-centered approach.
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.
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.
Jeff Sauro Customer Analytics For Dummies Jeff Sauro Customer Analytics For Dummies Новинка

Jeff Sauro Customer Analytics For Dummies

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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.
Philipp Sauer Improving Customer Relationships in the Sports Industry through the Use of E-Business Philipp Sauer Improving Customer Relationships in the Sports Industry through the Use of E-Business Новинка

Philipp Sauer Improving Customer Relationships in the Sports Industry through the Use of E-Business

Master's Thesis from the year 2011 in the subject Sport - Sport Economics, Sport Management, grade: B, The University of Liverpool, language: English, abstract: The study examines the influence of online marketing on customer relationships in the sports industry. The primary aim was to investigate how customers perceive the use of online marketing and which factors and tools are most important for them. The enormous macroeconomic importance and the growing commercialization of the sports industry in general, have resulted in the emergence of a highly competitive market in which the building and maintaining of strong customer relationships is a key success factor for sports organizations. The study aims to identify the importance of the most common e-business tools today and to learn how consumers perceive future trends of e-business, like e.g. user interactivity or mobile commerce. All these factors were analyzed according to customer satisfaction and perception, and to their influence on improving customer relationships. A combined methodological approach of quantitative and qualitative research was used in form of a questionnaire. This questionnaire was clearly divided into a quantitative section, which was built of 21 multiple choice questions, and a qualitative section, which was mainly designed to learn more about personal experiences from the customers. This methodological approach was designed to contrast individual perceptions from the customers to general trends....
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.
Andreas Hart A Strategy for the Management of Digital Information Products Andreas Hart A Strategy for the Management of Digital Information Products Новинка

Andreas Hart A Strategy for the Management of Digital Information Products

Inhaltsangabe:Abstract: Information companies are sociotechnological, targeted and open systems with at least one strategic business unit (SBU) that sells or rents (digital) information products. Operational activities are carried out in business units. Strategies define the broad directions for the system and for its subsystems. Visions are the targets of strategies, and specific, measurable, achievable, result-oriented and time-based (SMART) objectives need to be defined to give systems that possess a degree of inertia a concrete, measurable direction. In this thesis, both a bottom-up and a top-down approach to strategy will be taken. As an example for a bottom-up approach, a sequential, parallel, customer-oriented business strategy for the management of digital information products, a strategy that can be implemented through customer involvement in the product lifecycle, and through customer integration in the supply chain, will be elaborated. This strategy is best induced by a preceding timely shift towards (radical) product and process innovation, a limited punctuation of a long-term equilibrium of customer orientation and incremental innovation. Hybrid strategies like the one presented in this thesis are built on modular, independent and homogenous subsystems that communicate, collaborate, compete and finally agree on joint activities, manifested in plans that then are implemented by the actors involved in order to achieve the various primary and secondary objectives on...
Sanjeev Pradhan, Diwash Gurung The impact of relationship marketing strategies on building customer value Sanjeev Pradhan, Diwash Gurung The impact of relationship marketing strategies on building customer value Новинка

Sanjeev Pradhan, Diwash Gurung The impact of relationship marketing strategies on building customer value

Document from the year 2018 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, , course: Management and IT, language: English, abstract: The study is done to assess the correlation between the various forms of relationship marketing (RM) strategies and the resulting customer value. This study explains the various social and financial needs of the doctors from the pharmaceutical company perspective. This study helps to consider the best RM strategies to build better customer value. Questionnaire and personal interview method were considered to collect the data. Sample doctors were chosen from one of top seven hospitals here in Nepal. Study shows positive correlation between RM strategies and customer value. Multiple linear regression of adding social benefit and adding financial benefit with customer values shows the value of β1 (slope of adding social benefit RM strategies) and β2 (slope of adding financial benefit RM strategies) with 0.2679836 and 0.4662382 respectively, means that various relationship marketing strategies shows direct positive relationship with customer value.The study find that the pharmaceutical company need to care and socially satisfy their customer needs. For that, occasional initiation of phone call to their customer is necessary. Conflict or problem if any, needs to be handled properly. Good follow through on commitment is necessary. But adding financial benefit RM strategies like marketer expe...
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.
Arjeta Hallunovi Service Quality in Commercial Banks. The Shkodra Case Arjeta Hallunovi Service Quality in Commercial Banks. The Shkodra Case Новинка

Arjeta Hallunovi Service Quality in Commercial Banks. The Shkodra Case

Scientific Study from the year 2018 in the subject Economics - Finance, grade: 12, , language: English, abstract: The issue of service quality has been at the center of the ongoing academic and business interest since the late 1970s. Of course buyers have always been concerned about quality, but increasing competition in the current markets of many services has made consumers more selective in the service they choose. The study focuses on banking services, their quality and customer satisfaction in the banking system: as a case study, services provided by banks in Shkodra have been taken. For the realization of the study a complete analysis was used based on the data collected from the questionnaire with the clients of the commercial banks operating in Shkodra. The data provided by the questionnaire analyzed the real level of banking services in Shkodra. These services are seen in terms of their diversity as well as the level of quality of services they offer to attract the customer. The study also highlights the gaps that these banks have in their services under contemporary conditions.The purpose of this study is to confirm the theory that banks should do more to perceive the customer about the quality of services. Banks try to provide modern services, but the most important is to identify and perceive customer needs about services because what may be good for the bank may not be the good for the customer.
Errol Allen Keys to Delivering Amazing Customer Service Errol Allen Keys to Delivering Amazing Customer Service Новинка

Errol Allen Keys to Delivering Amazing Customer Service

Learn basic steps to creating both a customer and employee friendly company from the insights of a consultant who spent 25+ years in Corporate America.Discover why it's important to develop a customer service strategy that focuses on both the external and internal customer.
Kashif Shahid, Usama Iftikhar Female Representation in Advertisement . its Affect Kashif Shahid, Usama Iftikhar Female Representation in Advertisement . its Affect Новинка

Kashif Shahid, Usama Iftikhar Female Representation in Advertisement . its Affect

Bachelor Thesis from the year 2011 in the subject Communications - Mass Media, grade: None, Gujarat University (Mass Communication & Media Centre ), course: BS (Honors), language: English, abstract: Representation of female in advertisements and its affect on the purchasing behavior of the customer, the study reflects representation of female in advertisements and its affect on the purchasing behavior of the customer. TV was selected as the medium for the study to check the female representation in TV advertisements affects the customer purchasing behavior. Study proved that female are represented negatively in the advertisement now a day's. Research tries to find out that how consumer perceives it and how it affects. This research employed survey to discover findings. Surveys may be used for descriptive, explanatory, and exploratory purposes. A survey was done on one hundred respondents equally consisting males and females belonging to four shopping malls of Gujrat, Pakistan. Stratified sampling method was taken for arrangement-subgroups of demographic characteristics-of the respondents and for data collection purpose convenience method was used. It is completely immaterial to represent a women model or an actress in advertisement endorsing men products. It also demonstrates that female is negatively portrayed in advertisement. So media is not working responsibly as social responsibility stated that media must assume obligations of social responsibility; and if they ...
Thomas Egner Customer Oriented and Efficient Account Planning Thomas Egner Customer Oriented and Efficient Account Planning Новинка

Thomas Egner Customer Oriented and Efficient Account Planning

The need for a more efficient management of customer relationships is the driving force beyond the increasing efforts to optimize the approach of the Customer Relationship Management (CRM) concept and therefore the Account Management Processes. 70% out of 280 companies state that the establishment of a Key Account Management (KAM) concept has lead to an increase of the annual turnover up to 25%, according to a market research study of the Mercuri International and the University of St. Gallen in 2003. Another 66% out of 262 companies announce that the implementation of an AccountManagement Organization has increased the company profit up to 25%.The average effects concerning turnover and profit, reasoned by the implementation of an professional Customer Management concept, lie between 27,2% (turnover) and 28,6% (profit), according the named study (Zupancic/Belz/Bußmann 2005, p.34). The Account Planning as an essential part of the Key Account Management Process influences all phases of the Customer Relationship Process and therefore has a direct impact on the creation of profitable growth. The Customer Relationship Management Process consists of three major phases, the Acquisition Phase, the Sales Phase and the Customer Retention Phase. Each of these phases faces different challenges and follows different objectives, in order to realize profitable and sustainable customer relationships (Hofbauer/Hellwig 2005, p.29). The results of the Account Planning determine the acquisition...
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.
Khan Muhammad Nasir Vision of Parents towards Challenging Behavior in Students in Pakistan Khan Muhammad Nasir Vision of Parents towards Challenging Behavior in Students in Pakistan Новинка

Khan Muhammad Nasir Vision of Parents towards Challenging Behavior in Students in Pakistan

Challenging behavior in students is a worldwide burning issue. parents have a significant role in behavior development of students.The study reflects the perceptions of parents towards challenging behavior in secondary school students. The study highlights the factors promoting challenging behavior in secondary school students in Punjab province of Pakistan.The study is important for the secondary school teacher training programs and behaviorists.
Rouven Wohlbrück Customer Care Systems of Low Cost Airlines. An Analysis of Ryanair Rouven Wohlbrück Customer Care Systems of Low Cost Airlines. An Analysis of Ryanair Новинка

Rouven Wohlbrück Customer Care Systems of Low Cost Airlines. An Analysis of Ryanair

Seminar paper from the year 2016 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: 1,0, Plekhanov Russian University of Economics, course: International Marketing, language: English, abstract: The purpose of this paper is to show how a low cost airline can implement a customer care system into its organizational structure to increase its customer satisfaction. The current paper observes the customer service of the chosen company, which operates in the aviation business sector. As an example I have chosen Ryanair as a low cost airline. In this paper I will at first address the chosen sector and give a brief overview over its specifications. For this I will also differentiate the low cost airlines from the full service airlines to point out the primary strategic thoughts on how to achieve customer satisfaction. Secondly I will briefly describe the low class airline of choice. In this part I will concentrate on a short overview over the airlines organizational structure and financial standing to later determine whether and if where to import a customer care system or new parts of the system, which are currently missing. Thirdly I will make a step by step analyses of the company's current customer care system in regards to its impact on the customer satisfaction. For this I will concentrate on the customer care principles as bespoken in the lectures as well as the customer satisfaction model. I will at last make...
Kunal Gaurav, Jhansi V. Factors Influencing Customers. Perception towards Online Shopping Kunal Gaurav, Jhansi V. Factors Influencing Customers. Perception towards Online Shopping Новинка

Kunal Gaurav, Jhansi V. Factors Influencing Customers. Perception towards Online Shopping

Research Paper (postgraduate) from the year 2017 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: A, , language: English, abstract: Online shopping is having very bright future. Perception towards online shopping is getting better in India. With the use of internet, consumers can shop anywhere, anything and anytime with easy and safe payment options. Consumers can do comparison shopping between products, as well as, online stores. In present scenario customers are busy that they don't have enough chance and time to go to shopping centers and purchase the things they need, everybody likes to do online shopping. In online, Product assortment is very huge to choose, and make immediate comparison in price, quality, variety, colour and also get product based information like customer feedback.The main purpose of this paper is to determine the "Factors Influencing Consumer Perception towards Online Shopping". The objective for this research is to know the customer perception and identify the factors which influence the online customer's. A quantitative research design which is descriptive and exploratory in nature was selected to gain insights about customer perception towards online shopping. The questionnaire prepared by using Likert's five-point scale ranging from (1-5) where 1 Means 'not at all important and 5 Means 'most important '.The research has taken use of closed ended quest...
Jörg Pfeiffenbrück The role of CRM within corporate strategy Jörg Pfeiffenbrück The role of CRM within corporate strategy Новинка

Jörg Pfeiffenbrück The role of CRM within corporate strategy

Inhaltsangabe:Abstract: Doing business is easy. Doing business successfully is difficult. Doing business successfully in the long run is a real challenge to management and employees. Companies are driven by the pursuit for growth, and profitability. The increasing globalization process is creating fierce competition. The need for a clear strategy, a guideline is essential to succeed permanently. This means to shift the concentration from short term objectives to long term ones, based on the main determents of success – the customer. The purpose is to find out whether companies are putting strategic emphasis on Customer Relationship Management (CRM), that is, if companies perceive CRM as an important part of their strategy in general or if CRM is an unused tool and is given less intention. Two parts – a theoretical and an empirical one – are the main components of this thesis. The theoretical part covers three important issues – strategy, CRM and the combined view on both single parts. The empirical study is based on a quantitative method – a questionnaire containing 10 general questions regarding CRM and strategy – which includes the response of 106 companies mainly from Sweden and Germany. Stating to be customer oriented is only one thing of the medal. To obtain and to maintain customer focus when doing business is far more difficult. It demands understanding of the complexity, commitment, expertise and time. Obstacles derive from a false interpretation of what customer-led ...
Dhar Rishab PESBA. A real time billing smart meter architecture Dhar Rishab PESBA. A real time billing smart meter architecture Новинка

Dhar Rishab PESBA. A real time billing smart meter architecture

This book presents the different challenges faced in achieving a modern 21st century electricity grid, among which the prime issues are privacy protection of the customer and a monopoly over the prices by the Energy Suppliers. Currently most solutions are mostly theoretical and of little practical importance in real world, because of the complexity involved in implementing them. Furthermore, most work has has had a narrow focus on privacy protection, with little attention towards real time billing, a vision in which energy prices charged to the customer would be more competitive. I present a smart metering architecture in this book, which if implemented could help solve both issues at hand.
Bob Oros If You Don.t Ask. Close the Sale and Get Paid Bob Oros If You Don.t Ask. Close the Sale and Get Paid Новинка

Bob Oros If You Don.t Ask. Close the Sale and Get Paid

How to ask for the order and get paid. After reading this book and focusing on closing the sale you will be able to ask for the order in a way that the customer feels good about spending their money with you. You will learn how to guide the sales process towards a predetermined objective that makes it easy for the customer to go forward and make the commitment.
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...
Kay-Oliver Bunn Customer Equity Analyses Kay-Oliver Bunn Customer Equity Analyses Новинка

Kay-Oliver Bunn Customer Equity Analyses

Diploma Thesis from the year 2008 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: 1,7, University of Applied Sciences Essen, language: English, abstract: Corporate management today is exposed to an area of conflict that allows only limited latitude. On the one hand, top management is regularly faced with the company owners' requests for an appropriate return on equity or Shareholder Value, a request that executives of public companies are mostly obliged to by contract: "Corporate Mission Statements proclaiming the responsibility of management is to maximize shareholder's total return via dividends and increases in the market price of the company's shares around."On the other hand, increasingly mature and well informed customers demand more and more customized goods for their individual requirements and are often known to change their buying behavior quickly. This behavior forces many organizations to an uncompromising orientation towards Customer Value, and a strict customer focus in both corporate planning and management, in order to further develop competitive advantages and to satisfy and retain valuable customers. This is particularly true for middle and lower management.Hence value creation for customers finds itself opposed to value creation for shareholders. A conflict that appears to find its resolution only in a consequent consideration of customer relationships as investment objec...
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.
Tilahun Marye Assessment of Ethical Practices in Public Procurement. The Case of Woldia City Administration Tilahun Marye Assessment of Ethical Practices in Public Procurement. The Case of Woldia City Administration Новинка

Tilahun Marye Assessment of Ethical Practices in Public Procurement. The Case of Woldia City Administration

Master's Thesis from the year 2015 in the subject Organisation and Administration, grade: B, , course: Masters Thesis - Public Procurement and Asset Management, language: English, abstract: This study was carried out for the purpose of determining the status of public procurement officers' ethical practices based on public procurement roles in achieving government objectives. The descripto-explanatory design of research was utilized. The questionnaire, observation, semi-structured interview and focus group discussion served as the instrument for gathering data. All public procurement officers that worked in the pool sector offices and suppliers who frequently deliver products and services that are found in Woldia city were employed for the study.The study aims to answer the questions raised in the basic ethical practices of public procurement. Based on the data obtained from 16 procurement officers, the result indicated that only procurement used as an economic policy, by giving preference for small and micro enterprises. In contrary 75%'s of procurement officers did not purchased environmentally friendly products and services. Based on findings from questionnaires and interview of procurement as a social policy tool, only 46% and 6% of procurement officers were gave preference for women suppliers and disable suppliers respectively. The findings from observation and focus group discussion revealed that lack of knowledge and the preference in not included in the pr...
Zimmermann Jessica Tina Sport Sponsorship in B2B Organisations Zimmermann Jessica Tina Sport Sponsorship in B2B Organisations Новинка

Zimmermann Jessica Tina Sport Sponsorship in B2B Organisations

Revision with unchanged content. This study examines the impact of sport sponsorship on consumer perception and the way in which it impacts on the relationship with the customer in a business-to-business (b2b) situation. The potential to enhance or change brand image and increase awareness through sport sponsorship is well recognised. However, it is often criticised for not being implemented strategically despite the investment required. In addition, available literature fails to distinguish between b2b and b2c despite the fact that motives for the two different relationships often differ significantly. Consequently this study investigates the aims, effects and strategies of sport sponsorship in order to achieve specific corporate marketing objectives. The research is centred on a German b2b company with the aim of developing insights and conclusions on the b2b segment generally. This research study identifies the use of sport sponsorship as a way in which it is used to both create image and intensify customer relationships through emotion and discusses how companies might wish to consider sport sponsorship as part of their overall marketing strategy. This research would be of interest to anyone involved or wishing to be involved in either the academic or practicing field of b2b sport sponsorship, particularly those in determination and design of coporate strategy.
Adam YAMEY A Boer In Bangalore Adam YAMEY A Boer In Bangalore Новинка

Adam YAMEY A Boer In Bangalore

Many Indians, including MK Gandhi (the future 'Mahatma'), moved from the subcontinent to South Africa, particularly during the 19th century. Until the 2nd Anglo-Boer War broke out in 1899, relatively few, if any, South Africans travelled to India. This illustrated book is centred around the impressions that India, and in particular Bangalore, made on an observant Boer leader who was taken to India in 1901.Illustrated.
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 ...
David Finken Why customer disengagement matters David Finken Why customer disengagement matters Новинка

David Finken Why customer disengagement matters

Bachelor Thesis from the year 2016 in the subject Business economics - General, grade: 1.3 (sehr gut), University of Bayreuth, language: English, abstract: Recently, plenty of research was conducted on engagement - more particularly on enhancing Customer Engagement (CE). The flip side of CE, namely Customer Disengagement (CDE), seems to be uncharted. Thus, this thesis elaborates a working definition on CDE. This includes the interrelation of CE and CDE. According to this paper, CDE is described as a psychological process that can cause the state of complete detachment from a Brand or Service (B/S). CDE could have behavioural outcomes in terms of Negative Customer Engagement (NCE). Additionally, it interrelates with former CE levels and varies across contexts. CDE is supposed to be a promising research field.
Aldo Cundari Customer-Centric Marketing. Build Relationships, Create Advocates, and Influence Your Customers Aldo Cundari Customer-Centric Marketing. Build Relationships, Create Advocates, and Influence Your Customers Новинка

Aldo Cundari Customer-Centric Marketing. Build Relationships, Create Advocates, and Influence Your Customers

1599.49 руб. или Купить в рассрочку!
The practical, expert guide to reaching the new consumer Customer-Centric Marketing is a comprehensive game plan on succeeding in the new marketing landscape by focusing on the customer. Written by one of Canada's top communications pioneers, this book examines the complex forces influencing the rise of empowered and demanding customers and outlines a framework that helps marketers exploit these forces to engage them. You'll find actionable advice to help you pull together these seemingly independent elements to create a customer-centric business model that is ideally positioned to take on the dynamic requirements of today's marketing environment, and learn the strategic rules that CMOs can use to model their organizations to win. Valuable insights on customer experience, innovation, content, social media, and operating strategies will help you formulate a workable plan, and when combined with the practical guidance and expert advice, enable you to put your plan into action today. The new purchasing journey has created a whole new set of customer touch points with unique needs, and has identified key activity areas that drive success or failure in the marketplace. This guide helps you sort it all out, and make your organization rise to the top. Define the new customer-purchasing journey Identify and influence the new consumer Engage, nurture, and utilize brand advocates to spread your message Position your organization to win in the new marketplace As customers evolve, smart companies evolve with them, and, with a track record that speaks for itself, putting the customer at the center of strategic thinking is the key to a winning plan,. Consumer evolution is happening more rapidly than ever before, and keeping your organization out in front has never been more important. Customer-Centric Marketing provides the concrete framework, expert insight, and actionable advice that turns strategy into reality.
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 ...
Arend Grünewälder Measuring Customer Satisfaction to Identify Areas of Sales Arend Grünewälder Measuring Customer Satisfaction to Identify Areas of Sales Новинка

Arend Grünewälder Measuring Customer Satisfaction to Identify Areas of Sales

Seminar paper from the year 2008 in the subject Business economics - Business Management, Corporate Governance, grade: 2,0, University of applied sciences, Düsseldorf, course: Sales and Key Account Management, 16 entries in the bibliography, language: English, abstract: This work is about measuring customer satisfaction with the focus on B-2-B markets. In the first chapters the determinants are explained along with the problem of a not well designed measuring program. The intention of this work is to analyze and describe a thoroughly conducted research on satisfaction of industrial customers. The main chapter is organised according the chronological steps for a common research in that field. Each chapter or research element illustrates a correlation to the specific situation of suppliers in B-2-B markets. Basically, this work suggests planning a survey on customer satisfaction in two major steps: firstly, to explore the expectations and attitudes in a qualitative research, and then, based on the first step, to interview customers on their perceptions concerning how well the firm is meeting those expectations. Before drawing the conclusion of this work, the importance of customer satisfaction for companies competing in saturated markets is investigated.
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

1791.42 руб. или Купить в рассрочку!
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).
Elena Tecchiati Gender and cultural differences in leader.s perception Elena Tecchiati Gender and cultural differences in leader.s perception Новинка

Elena Tecchiati Gender and cultural differences in leader.s perception

Master's Thesis from the year 2014 in the subject Psychology - Work, Business, Organisational and Economic Psychology, grade: 10 (A) with honors, University of Ramon Llull (Organizational Psychology), language: English, abstract: The objective of this study is to evaluate the gender and cultural differences in the perception of a male and a female leader in a feedback situation. The research is based upon considerations of a literature review in the fields of gender bias and stereotype conducted previously. Subjects from Spain and Germany were asked to evaluate a director (male or female) of a fictive feedback situation that was described before a short questionnaire.The questions of the questionnaire were based on previous research and findings of the literature review. Results show no significance differences in the evaluation across genders and cultures. We tested if previous experience with a woman leader was related to a higher evaluation of the female leader finding no significant relationship. We tested if there was a relationship between the previous experience with a female leader and the preference to work for a certain leader's gender finding no significant relationship. Taking into consideration the subgroup "previous experience with a female leader", we analyzed if personnel responsibility was related to the preference to work for a certain leader's gender finding no relationship. Results from the study show that gender, culture and previous e...
Samkhyan Malliyoor Mana Factors influencing the impulse buying behaviour of apparel consumers Samkhyan Malliyoor Mana Factors influencing the impulse buying behaviour of apparel consumers Новинка

Samkhyan Malliyoor Mana Factors influencing the impulse buying behaviour of apparel consumers

Master's Thesis from the year 2009 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: Pass, , course: MBA - Consumer Behaviour, language: English, abstract: Consumer behaviour is always a very interesting and complex subject for all marketers and retailers. This study is also about a part of this complex subject- Impulse Buying behaviour found among Apparel Buyers and the influence of special prices and other factors on it. The study dealt with a very important topic in the modern fierce competition scenario, because impulse buying tendency spread all over the world and it is no more crazy habits of Americans. The income from impulse purchases phenomenally increasing every year and that's why the subject getting more and more importance these days. The tendency is more intense as far as apparel purchases are concerned. Here the author did an effort to understand the causes and factors for impulse buying in apparels. Commonly special price is considered to be the most influential factor of impulse purchases. This study was comparative study between the influence of special prices and other variables. The methodology used for primary data collection was a combination of a questionnaire survey and a personal interview after that, with the customers of a leading retailer store for apparels in London. About 60 customers were surveyed. The result was pretty interesting, the variables studied in the research fou...
Fulya Cürebal Söğüt Gifted Students. Attitudes towards Science and Classroom Environment Fulya Cürebal Söğüt Gifted Students. Attitudes towards Science and Classroom Environment Новинка

Fulya Cürebal Söğüt Gifted Students. Attitudes towards Science and Classroom Environment

Gifted students have different learning characteristics than other students that need to be taken into consideration when planning instruction and curriculum. The purpose of the present study is to investigate the differences on gifted student's attitudes toward science and their preferred classroom climate during science classes based on gender and grade level. The groups of 163 gifted and talented students in Turkey among four academic levels were assigned to take part in this study. The data obtained from administration of measuring instrument were analyzed by using Two-Analyses of Variance (ANOVA). Result indicated that grade level of students had a significant effect on attitudes towards science and significant differences were found among students in their perceptions of the science classroom environment based on their gender and grade level.
Razak Basri System Building and Aesthetic Preference Razak Basri System Building and Aesthetic Preference Новинка

Razak Basri System Building and Aesthetic Preference

Master's Thesis from the year 2007 in the subject Art - Architecture / History of Construction, Robert Gordon University Aberdeen, course: MSc. in Advanced Architectural Studies., language: English, abstract: This dissertation is concerned with the aesthetics of architecture using system building in housing in the UK. It has been produced in response to a growing level of interest in the system building method and in the aesthetic value of housing schemes constructed using the system building method. The aim here is to consider research on the system building methods within a house building context and test different types or categories of housing schemes based on aesthetic preference. This study explores issues of perception and level of aesthetic value.In general, aesthetics is the study of the psychological responses to beauty and artistic experiences. Aesthetics is the branch of philosophy which deals with the nature of art and of artistic judgment. Some of the central questions of aesthetics focus on the beautiful: under what circumstances it may be said to exist, what criteria are to be used to judge the beautiful, and whether or not these criteria apply equally to literature and music.There are two traditional views concerning what constitutes aesthetic values. The first finds beauty to be objective, that is, inherent in the entity itself. The second position holds that beauty is subjective, in that it depends on the attitude of the observer. Immanuel Kant argued t...
Faizan Khan The Effect of Antecedent Variables on Brand Loyalty Intentions in Context of Mobile Service Industry of Pakistan Faizan Khan The Effect of Antecedent Variables on Brand Loyalty Intentions in Context of Mobile Service Industry of Pakistan Новинка

Faizan Khan The Effect of Antecedent Variables on Brand Loyalty Intentions in Context of Mobile Service Industry of Pakistan

Academic Paper from the year 2018 in the subject Communications - Public Relations, Advertising, Marketing, Social Media, grade: 4.0, Iqra University, course: Thesis 1 & 2, language: English, abstract: Customer equity, this notion was first introduced by in which they argued that the companies and organizations should considered customers as their any other financial asset and like other financial assets they should also be measured and maximized by the management. Later came up with the study on the same topic in more deeper perspective and states the definition of customer equity by uttering that, it is life time values which are discounted of the customers who belongs directly with the company and it is an outline which represents the main business of the firm that is their key business, which separates the identity of the company from others to its customers. The customer equity drivers or retention equity drivers are consist of value, brand and relationship equity. These customers' equity drivers be contingent upon, customer's perception and attitude the brand. In terms of Value equity the customer's perceptions and attitude represents the rational and unbiased situation of the service or a product, which is mainly grounded upon the perception and attitude of the customers towards price of the product or service, its quality and luxury that the customer can enjoy in the market availability of product and service. In terms of Brand equity the situation is ...
Anita Gupta Rural Indians. Perceptions of Brands Based on Ethics in Advertising Anita Gupta Rural Indians. Perceptions of Brands Based on Ethics in Advertising Новинка

Anita Gupta Rural Indians. Perceptions of Brands Based on Ethics in Advertising

Advertising as well as Marketing to the rural consumers is an altogether different ballgame. Here, life of the people revolves around traditional or cultural beliefs and values rather than on rationality and pragmatism. No wonder then, that customer perception of brands here plays a pivotal role in customers'purchase decision-making for various product categories and hence understanding that has significant relevance for marketers. Ethics in advertisements play a very important role in forming and molding the customer perception for their brands.Not much research was carried out earlier on the impact of ethics in advertisements on the customers' perception of brands in the context of rural India. This book is an attempt to fill that knowledge gap. It is based on a research conducted in rural areas of Uttar Pradesh-the biggest state in India in terms of the population. It was thought useful to come up with the outcome of a research on the issue of customer perception of brands based on ethics on advertising which carries a huge significance in the world of Marketing.
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...
Marjorie Meier The Invisibility of Emotional Labor Marjorie Meier The Invisibility of Emotional Labor Новинка

Marjorie Meier The Invisibility of Emotional Labor

The focus of this study is on the invisibility of emotional labor for faculty members in private liberal arts colleges. Here, Hochschild's (1983) position is that the condition for emotional labor interactions has three requirements, first face-to- face or voice-to-voice contact with a client or customer, second the employee is required to produce an emotional state in another person (client or customer), and third that these jobs allow the employer to exercise a degree of control over the emotional activities of employees through training and supervision. In addition this study uses the social exchange framework to determine if emotional labor is exchanged for Christine Maslach's (1976) burnout characteristics of depersonalization, exhaustion and or self-accomplishment.
Marc Benioff Customer Obsessed. A Whole Company Approach to Delivering Exceptional Customer Experiences Marc Benioff Customer Obsessed. A Whole Company Approach to Delivering Exceptional Customer Experiences Новинка

Marc Benioff Customer Obsessed. A Whole Company Approach to Delivering Exceptional Customer Experiences

1663.46 руб. или Купить в рассрочку!
Optimize the customer experience via the cloud to gain a powerful competitive advantage Customer Obsessed looks at customer experience through the lens of the cloud to bring you a cutting-edge handbook for customer experience. Cloud technology has been hailed as a game-changer, but a recent IDC report shows that it accounts for less than three percent of total IT spending; why are so many companies neglecting such an enormous asset? This book provides a high-level overview of how the cloud can give you a competitive advantage. You'll learn how to integrate cloud technology into sound customer experience strategy to achieve unprecedented levels of success. More than just a state-of-the-field assessment, this book offers a set of concrete actions you can take today to leverage cloud computing into technical innovation and better business outcomes at all levels of your organization. You'll examine the many factors that influence the customer experience, and emerge with the insight to fine-tune your approach using the power of the cloud. What kind of advantage is your company leaving on the table? This book guides you through the key drivers of customer success to help you optimize your approach and leverage the future of global technology. Learn the keys to competitive advantage in the digital era Gain insight into each element that affects customer experience Harness the power of the cloud to achieve customer success Follow a prescriptive framework for optimizing customer experience We are in the golden age of IT innovation, but the majority of companies haven't even adopted cloud technology, much less begun to utilize its full business capabilities. Jump into the gap now, and reap the benefits as other struggle to catch up. Customer Obsessed gives you the guidance you need to achieve sustainable success in today's digital world.
Dale Midgley Golden Circle Secrets. How to Achieve Consistent Sales Success Through Customer Values & Expectations Dale Midgley Golden Circle Secrets. How to Achieve Consistent Sales Success Through Customer Values & Expectations Новинка

Dale Midgley Golden Circle Secrets. How to Achieve Consistent Sales Success Through Customer Values & Expectations

1531.67 руб. или Купить в рассрочку!
A father and son sales team reveal the secrets of sales success In Golden Circle Secrets, father-and-son team Dale and Ben Midgley show management and the sales team how to achieve consistent success in sales. Based on a unique new strategy that responds to customer values and expectations, the Midgleys reveal how sales and management are inseparable components of sales success that must work in tandem to produce consistent results for an organization. Sales increase when management and its sales force are on the same page. The «golden circle» is based on a customer-oriented business system specifically designed to help companies attract and satisfy customers and energize employees, while maintaining a consistently healthy level of profits.
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.
Thomas Rolf Customer Centric Business Models, two steps beyond Customer Relation Management Thomas Rolf Customer Centric Business Models, two steps beyond Customer Relation Management Новинка

Thomas Rolf Customer Centric Business Models, two steps beyond Customer Relation Management

Inhaltsangabe:Abstract: The submitted dissertation critically discusses business models in the context of customer dimensions under uncertain market conditions. The following questions summarise the fields of investigation: How do business models adapt to rapidly changing and buyer driven markets? What are the next two steps after Customer Relationship Management? Can the gap in the process chain between ‘Customer Relation Management’ and ‘Supply Chain Management’ be bridged and how? How can a method be developed in order to measure the current customer orientation of a company and to compare companies among each other? Are customer oriented companies more profitable? As a deductive research approach is used, beneath a small number of inductive elements, an investigation in both secondary and primary data is imperative. Subsequently a critical review of related literature along with a supporting inquiry is part of the dissertation. The scope of the work includes background information, the discussion of future business models as well as an empiric impression of ‘customer orientation’ in German small and medium sized enterprises. The most significant conclusions can be recapitulated as follows: Simple customer orientation can lead to less innovation, furthermore to unprofitable business and in the worst case to the elimination of a company. Customer oriented strategy is about building processes that are able to react to any environmental or economical modification as fast as p...
Sanath Dasanayaka The Impact of Market Orientation on Business Performance. A Study on the Food and Beverage Industry in Sri Lanka Sanath Dasanayaka The Impact of Market Orientation on Business Performance. A Study on the Food and Beverage Industry in Sri Lanka Новинка

Sanath Dasanayaka The Impact of Market Orientation on Business Performance. A Study on the Food and Beverage Industry in Sri Lanka

Bachelor Thesis from the year 2016 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, , language: English, abstract: This thesis studies the business performance of firms in the food and beverage industry in Sri Lanka by using the market orientation theoretical framework to explain why some firms are more successful than others. It also investigates how firms become more market-oriented and whether there is a significant relationship between market orientation and business performance. Data was collected through a survey using a self-administered questionnaire. A total of 160 questionnaires were sent to top and middle level managers employed in 21 food and beverage companies operating in Sri Lanka. 120 questionnaires were returned, all of which were usable. In a next step, the questionnaires were coded into SPSS version 21 for Pearson Correlation Analysis and Multiple Regression Analysis.The results from this study indicate that market orientation has a positive impact on business performance of organizations operating in the food and beverage industry in Sri Lanka. Moreover, the results reveal that customer orientation has a positive significant impact on business performance. Also, results suggest that the impact of competitor orientation on business performance is positive and significant. Results suggest that inter-functional coordination has a negative significant impact on business performance of organizations ope...
Maria Martinez Customer Success. How Innovative Companies Are Reducing Churn and Growing Recurring Revenue Maria Martinez Customer Success. How Innovative Companies Are Reducing Churn and Growing Recurring Revenue Новинка

Maria Martinez Customer Success. How Innovative Companies Are Reducing Churn and Growing Recurring Revenue

1919.38 руб. или Купить в рассрочку!
Your business success is now forever linked to the success of your customers Customer Success is the groundbreaking guide to the exciting new model of customer management. Business relationships are fundamentally changing. In the world B.C. (Before Cloud), companies could focus totally on sales and marketing because customers were often 'stuck' after purchasing. Therefore, all of the 'post-sale' experience was a cost center in most companies. In the world A.B. (After Benioff), with granular per-year, per-month or per-use pricing models, cloud deployments and many competitive options, customers now have the power. As such, B2B vendors must deliver success for their clients to achieve success for their own businesses. Customer success teams are being created in companies to quarterback the customer lifecycle and drive adoption, renewals, up-sell and advocacy. The Customer Success philosophy is invading the boardroom and impacting the way CEOs think about their business. Today, Customer Success is the hottest B2B movement since the advent of the subscription business model, and this book is the one-of-a-kind guide that shows you how to make it work in your company. From the initial planning stages through execution, you'll have expert guidance to help you: Understand the context that led to the start of the Customer Success movement Build a Customer Success strategy proven by the most competitive companies in the world Implement an action plan for structuring the Customer Success organization, tiering your customers, and developing the right cross-functional playbooks Customers want products that help them achieve their own business outcomes. By enabling your customers to realize value in your products, you're protecting recurring revenue and creating a customer for life. Customer Success shows you how to kick start your customer-centric revolution, and make it stick for the long term.
Debasish Roy Formulation of Grand Financial Index (GFI). An Empirical Study on Wal-Mart (1987-2016) Debasish Roy Formulation of Grand Financial Index (GFI). An Empirical Study on Wal-Mart (1987-2016) Новинка

Debasish Roy Formulation of Grand Financial Index (GFI). An Empirical Study on Wal-Mart (1987-2016)

Research Paper (postgraduate) from the year 2017 in the subject Business economics - Banking, Stock Exchanges, Insurance, Accounting, Sikkim Manipal University Bangalore (Sikkim University, Gangtok, India), language: English, abstract: In the study of Financial Management and Financial Accounting, the Financial Ratios have always played important roles in determining the quality of operational and financial performances of a business organization. This research paper's objectives are primarily two - fold: first, to formulate composite indices under five major categories, namely; Liquidity, Leverage, Operating Efficiency, Profitability, and Market Measures (Fraser and Ormiston, 2012) and review whether the composite indices under each category could be regressed by their own financial ratios; and second, to formulate a Grand Financial Index (GFI) comprising of all the five composite indices which would be able to represent a holistic view of a business organization by taking into consideration all the necessary key points covering all the aspects of financial accounting.In this context, a time - series empirical study of 30 years (1987 - 2016) has been conducted on Wal-Mart, the leading company (in terms of revenue) on the FORTUNE 500 ® list, in order to supplement empirical evidence to the findings. In addition to that, an attempt has been made to formulate a regressionary relationship between the Grand Financial Index (GFI), the Composite Short - term Liquidity Index (CS...

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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).
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