Main problem Customer service Issues * Staff negligence customer gives application but was incomplete so returned. Customer requested for a chequebook but remained with the staff. * Application for account opening, staff is new or unaware of account opening. * Not able to verify document centralized process. * Call log process so account remains suspended in system * Customer complaining about the underlying of debit card/chequebook. * Operation department investigates
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Customer Loyalty Customer Loyalty by definition is a feelings or attitudes that incline a customer to return to a company, shop or outlet to purchase again, or else to re-purchase a particular product, service or brand. In general, the customer loyalty starts with a purchase, and ends with repurchase. Customer staying longer with the company tends to decrease maintenance cost, less prone to price fluctuation and good reference to other customers. “It costs five times more to acquire a new customer
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of acquisition in the cellular industry, it has become increasingly important for companies to focus on retaining clients. This paper outlines the current industry conditions and studies the causes of consumer switching behaviour, as outlined by Susan Keaveney (1995) in her study of the service industry, and identifies additional factors specific to the cellular industry. The focus of the study is to identify the most important factors that cause consumers to switch. Using primary
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Zappos Introduction Zappos, which is an online shoe retailer, was founded in 1999 by Nick Swinmurn. Now it becomes a famous brand in US which have 10 sub-companies in 2011. This company cannot create such a great success without its excellent customer service and human resource management. This essay will state that the influences of environment on the strategy, HR planning and implementation of Zappos firstly. Then it will argue the relevance between HR practices at Zappos and the human resource
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1.Amazon The reason why Amazon is so successful is because they offer the cheapest price, even cheaper than Wal-mart. As a consumer, we are constantly looking for bargain and deals, what Amazon promises is the low price. Amazon also sells foreign products, they have sellers from all over the world. If a consumer if looking for a specific kind of herb, food or products from another country, they will more than likely to find the right product at Amazon. Another reason why Amazon is so successful
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Business Research Methods (BRM) Project submission on Meru Cabs: Why is this cab service provider losing market share? Submitted by: Group 8 Submitted by: Group 8 Aditi Chaudhary | PGP/19/183 | Alka | PGP/19/186 | Alla Bharath Reddy | PGP/19/187 | Avishek Pandey | PGP/19/196 | Miranda Boro | PGP/19/207 | Md. Talha | PGP/19/208 | Declaration "We hereby declare that this submission is our own work and that, to the best of our knowledge and belief, it contains no material
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approaches cruise lines use to attract their customers. Marketing Segmentation Market segmentation is the process of defining and subdividing a large homogenous market into clearly identifiable segments having similar needs, wants, or demand characteristics. Its objective is to design a marketing mix that precisely matches the expectations of customers in the targeted segment (Dowling, 2006). In pursuing a market segmentation strategy, brands most focus its efforts on a discrete group of consumers
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1 a) How has the development of self-service technologies affected services marketing strategies? Give TWO explanations. When developing a service marketing strategies we need to extend the marketing mix by adding three additional Ps associated with service delivery – process, physical environment and people. Collectively, the total seven elements of service marketing represent the ingredient required to create viable strategies for meeting customer needs profitable in a competitive marketplace
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Production is the creation of goods and services. b. Operations Management (OM): Activities that relate to the creation of goods and services through the transformation of inputs to outputs. (For both tangible and intangible activities in an organization) 2. Organizing to Produce Goods and Services c. All organizations must perform three functions: i. Marketing: generates the demand, or at least takes the order for a product or service (nothing happens until there is a sale)
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This is the full dissertation on The purchasing behaviour of Apple products between Chinese students (12000 words). Executive summary This research focuses on determining the factors which influence the buying behaviour of the customers Chinese students for Apple products. The research was conducted among around 1000 contacts out of which 130 students responded. The research used survey method to collect information from the large audience. The analysis of the information was conducted using
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