Study Guides (248,402)
United States (123,377)
Marketing (97)
MKT 3401 (55)
All (27)
Quiz

Test One In Class Notes MKT 3401

11 Pages
103 Views
Unlock Document

Department
Marketing
Course
MKT 3401
Professor
All Professors
Semester
Spring

Description
MKT3401Tuesday031520144MarketingManagementPhilosophiesProductOrientationSalesOrientationMarketingOrientationSocietalOrientationgivingthecustomerwhattheywantandneedwhilekeepingoursocietysafesustainabilitywhattobeseenasagoodstewardExCVSeliminatingcigarettescreatingacompanybrandthatseparatesthemselves3MarketingConceptsCustomerValuevalueiscriticalcustomervaluebenefitscostscreatethebenefitssellthebenefitsCustomerSatisfactionthecustomerwantstoleavehappyyouwantthecustomerstotalkgoodaboutyouandrateyourcompanywellyouwantthemtofeellikeyoucaredCustomerService63ofpeoplewillchangeapurchasedecisionbasedontheindifferenceofoneperson77ofpeoplewhohaveabadexperiencewilltellatleastoneperson7ofpeoplewhohaveabadexperiencewilltelltheserviceproviderWhathappenswhencustomersswitch1CoreservicefailureATTCoxDirectv2ServiceencounterfailureCantgivethisifyoucantunderstandpersonalbrandandtrulycaringaboutthecustomerServicehastobetheanteYouhavetoseemknowledgeable3Priceswitchifpriceisgaugingunfairtrickyillegalridiculous4InconvenienceNotLocationHowimportantislisteningaccordingtoKennethFinebourgSuccessfulattorneyherepresentsvictimsandfamiliesfilingsuitafter911representsVTvictimsrepresentsBPGavealectureatHarvardabouttheimportanceoflistening911victims30002000appealedthesettlementTwoTypesofCustomerwhohadbadexperiencesAngrycustomeryellsandisupsetletssomeoneknowtheyareunhappyembracethemletthemventapologizeRemorsefulcustomerupsetandangrybutwhenaskedabouttheirexperiencebyworkersmanagerseverythingwasgoodTheydonotletanyoneknowabouttheirterribleexperiencewhenithappenedbutwillmostlikelytellfriendsfamilylaterandwontprobablyreturn
More Less

Related notes for MKT 3401

Log In


OR

Join OneClass

Access over 10 million pages of study
documents for 1.3 million courses.

Sign up

Join to view


OR

By registering, I agree to the Terms and Privacy Policies
Already have an account?
Just a few more details

So we can recommend you notes for your school.

Reset Password

Please enter below the email address you registered with and we will send you a link to reset your password.

Add your courses

Get notes from the top students in your class.


Submit