For unlimited access to Class Notes, a Class+ subscription is required.
Empowering service employees will improve customer service.
Each interaction represents a touch point.
Data mining- programs look for relationships in data
Customer equity- return on investment, how much is costs to keep and maintain customers
Customer focus- 80/20 rule
Lifetime value- total profit a customer gives while being a customer.
47% of young men are single, 70% of men do their own laundry
Guiness was a success with their book of world records.
Old spice brand revitalization.
Brands in trouble: quiznos, abercrombie, volvo
People use soc med to interact w brands are:
1. I wanna get coupons and discounts
Girl scouts, animal welfare, and st judes are most valuable nonprofit brands.