What are some benefits of relationship marketing for firms and customers?
Benefits for Customers:
• Receipt of greater value
Confidence benefits:
• trust, confidence in provider, reduced anxiety
Social benefits:
• familiarity, social support, personal relationships
Special treatment benefits:
• special deals, price breaks
Economic benefits:
• increased revenues, reduced marketing and administrative costs, regular revenue stream
Customer behavior benefits:
• strong word-of-mouth endorsements, customer voluntary performance, social benefits to other customers, mentors to other customers
Human resource management benefits:
• easier jobs for employees, social benefits for employees, employee retention
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Service Marketing
- Service customers are often able to accurately evaluate the technical skills of the service personnel for complex services, T or F
- The case of Zappos and how this relates to customer defined standards
- Five principles of service design thinking?
- Difference between and importance of both hard standards and measures and soft standards and measures?
- Four steps in the Job-centric service innovation model?
- What are the benefits for various users of service blueprinting?
- What are the stages in building a service blueprint?
- What are service blueprint components?
- What is a Service Blueprint?
- What is customer loyalty?
- How does a product-focused strategy interfere with putting customers first?
- How do customers often see Customer Relationship Management?
- What is relational intelligence and how can firms improve it?
- What is retention equity?
- What is relationship marketing?