Customers will also benefit from effective brand identification. A brand offers consumers security and confidence to buy the brand products or services. The consumer trusts the brand and expects quality, which is also important for the brand equity, referring to the monetary value of brand names (Boshoff et al 2010:250-215). Brands
In addition companies need to deliver their products while keeping cost effectiveness in consideration. If they understand the perceived benefits of their target audience and are able to engage with them on a personal level, they can attain customer satisfaction and ultimately can have increased sales. In conclusion, conveying Unique Value proposition clearly to the customers could be a complete win/win for any business. Brand equity Formal Definition: The commercial value that derives from consumer perception of the brand name of a particular product or service, rather than from the product or service itself. Alternative Definition: Brand equity refers to a value premium that a company generates from a product with a recognizable name, when compared to a generic equivalent.
Literature review Introduction Within this chapter I will discuss customer service and its benefits. What Customer Loyalty is and factors that influence customer loyalty and rewards. What is Customer Service The concept of Customer service can be multifactorial, but I feel that ultimately it involves customer’s satisfaction and how companies strive to retain their customer base by implementing certain customer service procedures to keep the customer happy, in the hope that they can retain their custom and that the customer will then spread the news about the excellent service that was provided by the company. (Twomey, 2012, p. 2), defined it as, The provision of a product or service of a sufficient quality and in a sufficient manner that reaches or exceeds the customer’s expectations However, (Leland & Bailey, 2006, p. 12) expands on this definition by discussing the concept of being “customer focused” and that by appeasing the needs of your customers by any means possible your company will meet the requirements of being customer focused this in turn will improve “customer Loyalty” and “word of mouth”. This would suggest that being customer focused in terms of their needs and expectations can have a major impact on how and why customers use or continue to use your company or
Donors and volunteers have reported experiencing positive emotions, as a result of their contribution to charity, while pride and respect are the most frequently experienced emotions linked to charity (Boezeman, & Ellemers, 2007). To be more precise, consumers may indulge in the desire and purchase the product as a result of their thought that they satisfied the long-term goal that makes them avoid the temptation, in that case the donating pride which evokes a feeling of achievement of their goal. To this end, indulgence in the aforementioned desire might take the form of an alternative. Indeed, consumers paying attention on competing long-term goals as a way of self-regulation, when they are trying to avoid unnecessary purchases, they may feel they have made a satisfactory progress and disengage from the pursuit of their goal and disengage to the
2000: 826).The individual market segments should be targeted in terms of developing customer loyalty. Customer loyalty is one of the most important and critical factors for a company's success. Customer loyalty happens when customers have a great experience, and it leads to many benefits: loyal customers return for future business, refer friends and family to a business, and spread positive comments about a company through word-of-mouth advertising. With social media and the ease of rating companies. There are several factors that can influence customer loyalty.
Moore et al (2003) also described that positive perception of consumers about a particular brand is an indicator of status, quality and prestige; i.e. factors other than price. Brand Loyalty Schiffman and Kanuk (2004) have stated brand loyalty as one of the desired outputs of learning of the consumers. It is the probability of positive behaviours and attitude towards a brand, thus it could result in positive word of mouth and repeat purchase (Rawly and Dawes, 1999). Quester and Lim (2003) also explained the two major types of brand loyalty.
The value of retail customer service excellence is more important, that it reflects the value of corporate culture, happiness as Zappos success.the company believes that interesting and simple corporate culture combines entrepreneurial opportunities to create a value check that is beyond remuneration.The spirit of simplicity, innovation, and excellence is also extended to Zippo 's inventory and distribution system. Zappos is based on excellent customer service, loyalty, and retention rates, and how to build a Successful business model Zappos core values depend on this culture, action leaders at all levels to strengthen. 3. How has Zappos managed ethical risk, and what are potential ethical risks in the
Many studies have specified that transformational leadership has positive effects on followers' efforts and satisfaction (Bycio et al., 1995; Kirkpatrick & Locke, 1996; Parry, 2000). Compared with other styles, transformational leadership is deemed beneficial in developing leaders and enhancing subordinates' faithfulness, faith and self-esteem (Barling et al., 1996; Northouse, 2009). Therefore, transformational leadership is the most effective form of leadership, where the leaders are closely involved with, and motivate their subordinates to attain beyond their transactional agreements (Panagopoulous & Dimitriadis,
The mission of Proctor & Gamble is to “improve the lives of our consumers” (p. 2). In order to prosper successfully, P&G provides exceptional products and services. In return, profit, value and sales are rewarded by the consumers. This company expects the representatives to know and understand
The benefits such as enabling organizations to decrease the costs, increase profits and give more trust of their customers. The good CRM strategy when it enables to describe in a straightforward, practical and clear way. CRM is mainly a business strategy that used by the companies to more attract and maintain customers for the maximization of profit of the organization. A good CRM solution which it