EVEG 2000 : Fall'15 Exam 1 Equation Sheet (2/3)
Document Summary
Companies feed off the change in the environment. Sustainability is a term used to be able to return the earth back to what it originally was in the first place. 3 marketing concepts: be able to create customer value customer satisfaction learn how to develop and maintain long term relatonships. 77% of customers have a bad experience with one person. Only 7% of people that have a bad experience will tell the service provider. 2 types of dissatisfied customers; 1) angry & violent: silent angry one goes out and blogs. 63% of people will change a purchase decision based upon the impression of sales person. Service failure- have to have a recovery in place. Failure will take place but when it does you have to have a recovery system in place. Service profit chain starts with employee job satisfaction. Mystery shopper- the way companies figure out what they can do better. Three factors that influence lifestyle interest, opinions: technology.
