This definition coincides with the main flow of researchers‟ interests that specify customer retention-related ideas like relationship strength, which is primarily based mostly on prolonging mutual benefits (Storbacka et al., 1994; Zineldin, 1996; Bovet and Johnson, 2001). Basically, customer retention implies a long relationship but it's many ideas which may exist between the lines. Some researchers such as Zeithaml et al. (1996) used the term “future behavior intention” to describe “customer retention”. This is in line with Cronin et al.
Amazon Prime comes exclusive with entertainment package which includes video, Music and associated subscriptions, photo storage, libraries and books covering e-book and digital book. Amazon cloud is well known for its storage capacity and for its successful retrieval when needed. ● Prime Video: Unlimited streaming of movies and TV episodes for paid or free trial members. You can also add video subscriptions to Showtime, Starz, A&E, AMC and many other streaming entertainment channels. ● Prime Music: Unlimited, ad-free access to hundreds of Prime Playlists and more than a million songs for prime members.
Revenue increases due to repeat purchases and referrals 2. Costs decline as less is spent on new customer acquisition 3. Employee retention increases because job pride and satisfaction increases; resulting in improved customer satisfaction, further loyalty, lower staff recruitment costs and a corresponding increase in sales. So how do we deliver customer satisfaction? What do clients really want from customer facing staff?
Reasons for using customer service policies What is customers service policies? Customer service policies is a mechanism by which employees of the customer services department are instructed about what to do and what not to do for the increasing of the customers satisfaction.it is argued that a successful customer service policies will distinguish a firm from the rest of the firm in the industry. Reasons for having customer service policies Stable competitive advantage In hotel and restaurant business, it is a clear evident that the price range for the different items is more or less similar across the firms. So here the main competition forces come from customer service policy of the firms. If a firm has strong and attractive customer service
However, in order to convince the viewers that Amazon Prime is a smart purchase, there needs to be more use of logos. An additional factor Amazon Prime does not utilize in the commercial is ethos. Ethos is not required for the success of selling a product, but contributes to convincing viewers. The endorsement of other people or products in a commercial provides consumers with opposing factors leading them to turn away from other competitors. As a final point, this advertisement is successful in catching a viewer’s attention, but is ineffective when it comes to convincing the audience to buy their
It is impossible for a salesperson to adopt both of them in serving a customer, as customer orientation requires a salesperson to behave in such way to achieve a long term customer satisfaction, possibly at the expense of immediate sales. Benefits of customer orientation can appear in a form of brand-loyalty. When a customer-orientated company is focused on wants and needs of their customers, such behaviour of the company develops customer satisfaction. Hence, the company is building long-term relationship with their customers, who therefore are willing to choose the same company’s products and services in the future. (based on Cronin and Taylor, 1994; Rust and Zahorik,
Whereas Flipkart is still developing systems and trying to provide better customised service to the users based on their behaviour. Flipkart also acquired analytics firms to get an edge but the results are yet to be seen. Customer Review & vendor Service The biggest differentiator for the Amazon is its robust consumer reviews. The reviews help the prospective buyer to decide and make their purchase. Flipkart is also trying to build a strong review database and has been successful in creating a comprehensive review section of the Indian
All the products that Amazon propose is actually integrated with Amazon Online store. This huge integration and huge internet service also requires good IT skills and R&D due to increasing number of products and different market segmentations. Amazon's lines of businesses can be defined as: 1) online retail, 2) internet services, and 3) the Kindle ecosystem. The main revenue source of Amazon is the online Marketplace. The products are sold either directly by Amazon or by a third party through Amazon’s website.
Those shelves are then rolled to packing stations, where another worker packages orders into the cardboard boxes familiar to anyone who has ever ordered anything from Amazon. Amazon charges third-party sellers for shelf space down to one of tenth of an inch and takes a percentage of orders shipped. Unfortunately not every third-party seller on Amazon is happy with the experience. Some sellers accuse Amazon of groundless fees, the company is accused of encouraging third-party sellers using Amazon Prime to raise their prices without telling them the increases were mainly to cover shipping costs. Another common is that Amazon excludes third-party sellers on price once an item they’re selling becomes popular.
Customer relationship management should begin in early stage. As organizations are already gained the trust of current customers, so it becomes easy for companies to entertain them first rather than entertaining potential customers. 2.5 Factors affecting customer loyalty: There are some important factor which affects a lot in customer loyalty. For example customer satisfaction, trust, commitment, corporate image, switching cost and communication. Customer satisfaction as being already discussed in detail has huge impact on customer loyalty.