Mar-3023 Lecture Notes - Lecture 13: Csx Transportation, Customer Switching, Nordstrom
Document Summary
Someone you should know: phil kotler, professor at the kellogg school, written over 50 books on marketing, the (cid:449)o(cid:396)ld"s (cid:373)ost (cid:396)e(cid:272)og(cid:374)ized (cid:373)a(cid:396)keti(cid:374)g s(cid:272)hola(cid:396) Florida business: csx transportation, office depot, public, fidelity, disney world, darden, raymond james investment services. A fi(cid:396)(cid:373) you hould k(cid:374)o(cid:449) bette(cid:396: burger king- did you know: It sta(cid:396)ted as (cid:862)i(cid:374)stabu(cid:396)ge(cid:396) ki(cid:374)g(cid:863) i(cid:374) ja(cid:272)kso(cid:374)(cid:448)ille, fl: 1953, now jointly owned by 3g and berkshire hathaway, also, o(cid:449)(cid:374) ti(cid:373) ho(cid:396)to(cid:374)"s. Why good service: reasons for customer switching, poor service (40%, other reasons (30%, do(cid:374)"t k(cid:374)o(cid:449) (cid:894)(cid:1006)(cid:1005)%(cid:895, too expensive (8%) Factors contributing to growth in services: aging population- baby boomers, longer life expectancies. Increased leisure time: high per capita income, discretionary income, changing social and cultural values. Some pillars of great service: disney, publix, southwest airlines, usaa, starbucks, nordstrom, chick fil a, fed ex. Example of good companies expanding into services: boeing, john deere, otis.
