Abstract
This paper is about Countrywide's ability to deliver customer value in the form of excellent customer service. The paper begins with a look at the division of Loan Administration Servicing, the arm of the company that handles customer service and, more specifically, the Department of Communications Compliance. The paper then explores many facets of how Countrywide delivers customer value not only is its services, but also in its policies, procedures, and actions, as these items are what make service possible. The paper also examines the organization's mission, goals, and objectives. In doing this, the paper looks at marketplace and strategy, operating practices, marketing approach, brand identity, informational infrastructure and technology, quality assurance procedures, customer relationship management, Countrywide's Global presence, and customer care programs. Finally, throughout the paper, strategy is discussed as it pertains to loan servicing and Countrywide's joint ventures.

From the Paper
"Early in a company's evolution much should be decided as a foundation for doing business. The nature of the company's business practices and product it represents defines the company's core values and basic spirit. It is important to establish this basis early on in order to build and nourish the business in a successful direction. Only then can a company enter into the market place with any real hope of remaining competitive. The beginnings of a corporation like Countrywide Financial Corporation better known as Countrywide Home Loans, early on were based on simple values and goals. What later would become corporate culture, defined the nature of doing business the Countrywide way. Effectively, it is the product of the home loan or mortgage that has created Countrywide's core value of customer service satisfaction. A home loan or a mortgage, although at one time paper, remains a non-physical product. It is the act of servicing the loan that becomes the product Countrywide represents, markets and sells to the public. It is this act of servicing the loan and the person who owns the loan that becomes the company's main business activity. Essentially Countrywide is not selling loans but they are selling the dream of homeownership. They are providing a service on a very intimate level. Really Countrywide has made people their business and they have chosen to adopt an expert approach to maintaining superior customer value in their service. It is because Countrywide realizes the value behind their customers that their service excels above the rest. It is the attention to detail, the personal effort of going the extra mile that has made Countrywide the success it is today. No question, they deliver value by putting the customer first."

Tags:credit, consumer, business, financial, services, domestic, international, markets

Abstract
This paper explains that Integrated Marketing Concepts (IMC), which Countrywide Home Loans uses in its e-marketing strategy, encompasses the use of tools like advertising, public relations and direct marketing in different types of media. The author points out that, because the business of financing a home and other property is greatly service oriented, it is of utmost importance that the Countrywide name symbolize integrity. This paper concludes that Countrywide's use of marketing is a means of customer manipulation but this manipulation is well presented in the company's marketing communications, which illustrate the company's best attributes.

Table of Contents
Introduction
Marketing
Marketing Approach
Strategy
Brand Identity
Leadership Placement
Understanding the Customer and Loyalty
Conclusion

From the Paper
"With powerful leadership in place as a foundation, an organization can move forward with its strategies for market share and competitive uniqueness. Part of this starts with knowing the customer and their needs. As discussed earlier on, this marketing technique can sometimes be overstressed causing a strategy to lose its purpose. However, I believe that for a company like Countrywide to move forward with momentum, the company must go straight to the source of their livelihood. In this way, management can be begun to formulate understanding what aspects of the existing strategy do not add value for the customer's experience."

Tags:integrated, tools, service, integrity, internet

Abstract
This paper explains that, even though the product of the home loan is relatively invisible, much of the value of such a product is found in the presentation of information, which means that people stand behind each loan (in a chain) as a means of carrying out the service. The author points out that value chain activities are not isolated from one another; therefore, one value chain activity often affects the cost or performance of other ones. The paper stresses that, due to the nature of the international business world and new technologies, it is possible to have a value chain remain seamless across borders; however, in order to make this practice a reality, Countrywide must always remain on the cutting edge and maintain a culture where innovation and creativity are valued.

Table of Contents
Introduction
Countrywide's History
Global Home Loans
The Value Chain
Supply Chain Management
Enterprise Resource Planning (ERP)
Value Added Customer Relations
Value Chain and the Future of Mortgages
Conclusion

From the Paper
"Global Home Loans or GHL is a revolutionary force in the UK mortgage market offering mortgage processing and loan servicing to established and new lenders. The need for third party mortgage administration is becoming increasingly important in a marketplace characterized by intense competition, shrinking margins and an increasingly complex regulatory framework. The key benefits, which GHL can deliver, include faster processing of mortgage applications, increased profitability, improved customer service and access to new distribution channels.
GHL is the United Kingdom's largest end-to-end third party mortgage administrator, with a current servicing portfolio of over 55 billion and Mortgage Processing Centers across the country."

Tags:presentation, information, inter-relationship, technologies, culture

Abstract
This investigation presents an in-depth study of marketing, its techniques and different applications depending on the climate in which the marketing takes places. The paper defines the elements of distinctions between traditional and e-marketing. It looks at how different companies - both financial and retail - currently use integrated marketing concepts in their relationship marketing strategy as a way to encourage customer service and therefore strengthen customer relations. The paper offers an in-depth look at the marketing tactics utilized by Countrywide Financial Corporation and its international offshoot of Global Home Loans, located in the United Kingdom. This includes some background history on the organizations and their relationship. This paper also defines important terms to allow better understanding of how marketing, cost and customer loyalty form a direct and vital relationship with each other, regardless of method, agent or presence they are applied to. The paper focuses on different attributes of how these concepts work together to make business practices possible. This includes an exploration of the techniques used to market a product. It also focuses on how market segmentation and demographics play an important role in defining the market place but also allow an organization to target the best possible "match" consumer for its product or service. The paper looks at how a proactive marketing analysis allows an organization knowledge of the consumer in order to build a lasting relationship. It also explores the implications of such marketing techniques and how different degrees of brand presence within the market can create different concerns regarding risk and too much exposure. This also includes any threat to protection of intellectual property as well as the organization's image and customer relations.

Paper Outline:
Introduction
Purpose of the Study
Company Profile
Literature Review: The Role of Switching Costs
Traditional Marketing Strategy-Brick and Mortar
Knowing the Market and Demographics
Globalization
Customer Loyalty
E-Marketing and E-Commerce
Implications and Concerns Regarding E-Marketing
Conclusion
References

From the Paper
"The best way to utilize marketing to an organization's best benefit is to simply know the market in which business is done. It is imperative a company knows its target and be flexible to new targets. An organization can remain at the forefront by having a cutting edge attitude toward change within the target audience. Gordon writes, "The mood of the marketplace profoundly affects a campaign's success. It is important to respond correctly" (2003, p. 1). Also to remain competitive, an active pace is needed. Instead of allowing the market to define the marketing strategy, the organization should strive to define the marketplace. This can be done through incorporating innovative ideas across the board."

Tags:Porter, technology, retail, ERP

Abstract
This paper examines Countrywide's present use of relationship marketing in the form of excellent customer service. It also explores how Countrywide needs to continue development of relationship marketing in order to remain competitive in an ever-changing market. The paper looks at the division of Loan Administration Servicing, the arm of the company that handles customer service and, more specifically, the Department of Communications Compliance. The paper explores many facets of how Countrywide delivers relationship marketing not only through its services, but also in its policies, procedures and actions. These items are what make service possible. The paper examines the organization's attention to its current relationship marketing strategy. In doing this, it looks at marketplace and strategy, marketing approach, customer relationship management, and customer care programs. Throughout the paper, strategy is discussed as it pertains to the marketing of loan servicing. By analyzing the mirror images of Countrywide's influence, one can see the importance of relationship marketing to the process. Countrywide's credo has always been to not only think outside the box to fix problems, but to also continue re-thinking them. The paper also offers recommendations as to how Countrywide can continue to improve relationship marketing as part of its strategy to reach the consumer.

From the Paper
"Still this emergence should not undermine the strengths that traditional methods bring to the audience. As these methods such as film, radio, print and word of mouth move to the central location of the Internet, e-marketing will be a mainstream concept every company will embrace as part of IMC. It is use of these methods, that allow the company to connect with the customer emotionally, allowing for an intimate connection. In this respect, Countrywide has benefited from its use of IMC because it has allowed the company to grow its customer base and that equals profit. This in turn has continued Countrywide's tremendous growth within the marketplace and encouraged economic development especially for its California headquarters."

Tags:e-marketing, segmentation, Angelo, Mozilo, David, Loeb

Abstract
The paper discusses various aspects of customer service as it pertains to logistics and the supply chain, including order cycle time and modeling the sales service relationship.

From the Paper
"Customer service is often seen as an activity performance measurement and a philosophy. It encapsulates treating customers in a manner designed to improve or increase the customer's satisfaction with the purchase and the relationship enjoyed with the seller. Perreault, Cannon and McCarthy define customer service as a personal communication between a seller and a customer who wants the seller to resolve a problem with a purchase that is often the key to building repeat..."

Tags:logistics, supply chain, customer service

Abstract
This paper gives an in-depth examination of the decline in customer service in modern business, which has spread across all industries. In particular, the paper considers customer service in a bank. Management of a bank that wants to improve customer service has to do more than just respond to complaints when they arise. Management should also want to correct and improve things before they become issues. This paper suggests ways to do so.

From the Paper
"The decline in customer service in modern business has become almost a cliche, spreading across all industries. Banks are one business mentioned in media reports. Management of a bank that wants to improve customer service has to do more than just respond to complaints when they arise. Management will certainly want to correct problems the customers consider important enough to bring to their attention. However, management should also want to correct and improve things before..."

Tags:banking, customers, service

Abstract
This paper defines the customer and customer service and explains how meeting the needs of the customer and improving customer service is essential for any business to succeed. The paper explains Corporate Service Intelligence (CSI) and how it pertains to the success of ensuring customer service. The paper then describes customer satisfaction and how it is met by providing good customer service. Lastly this paper compares Japanese and US customer practices and perspectives.

Outline:
The Customer
Customer Service
Customer Satisfaction
Customer Loyalty
Customer Feedback
Japanese v. US Customer Practices and Perspectives
Conclusion

From the Paper
"Japanese companies have notoriously had a superior attitude and alignment with customer service. This is due largely in part to the perspective approached by their companies as compared to those of the United States of America. Japanese hold harmony as a social ideal, patience as a personal virtue, and hierarchy as an essential organizing principle. Americans, in contrast, hold freedom as a social ideal, action-orientation as a personal virtue, and equality as a fundamental organizing principle. (Linowes 23) This creates a vastly different situation. In America employees are difficult to train, and must benefit from additional work or are not particularly willing to invest their time and effort. Japanese businesses however are able to count upon the social pressures established to keep their employees producing at maximum levels."

Tags:business, service, product, advertising, promotion

Abstract
The history of restaurant business reveals that policy making for customer service has been a painless effort, but attaining employee acceptance to the same for making it operational is the more challenging area. This impracticability of customer services' policies in restaurant management has led most strategies to failure from their initiation. This paper primarily describes the concept of customer service in restaurant management. Thereafter, it shows how the improvement of customer services in restaurant management depends upon the management's and the employee's approach towards each other, the establishment and the services. It also provides research findings on the subject and recommendations that can help improve customer service in restaurant management.

From the Paper
"The Industrial Era's school of thought was established on the notion that employees were not at all bothered to provide quality service since they abhorred working. They were given directives like any automated machine is directed a set of instructions. With the exception of employee collapses that included wounds or ailment, tasks were reluctantly accomplished.
In most cases, restaurant managements decline to the ideology of the US Industrial Era wherein employees were regarded as a constituent of manufacture process, no different than any mechanized paraphernalia. Intentionally or unintentionally, they disregard the fact that implementation of all programs, policies and strategies though ultimately affect customer satisfaction, but revolve around the internal public of the restaurant organization."

Tags:Industrial, Era, satisfaction, commitment, customer, grievances

Abstract
This paper explores major known service issues associated with the marketing demand for service that utilize the four "I's" of: (1) Intangibility, (2) Inseparability, (3) Inventory perishables, and (4) Inconsistency of quality. The paper includes examples describing how the organization, Countrywide Home Loans, attempts to solve these issues through customer relationships.

From the Paper
"The concept of innovation begins with a decision to incorporate creativity into an organization's vision of identity and market presences. Incorporating innovation as a core value begins with leadership. A good leader provides vision and clarity for the employee. Such a leader will be able to communicate and create a repoire with their team. This creates a comfort level that allows for critical and creative thinking resulting in new products for a competitive market. This connection begins at a fundamental level of human sociology where the use of story is central. Howard Gardner (1995) reflects, "the ultimate impact of the leader depends most significantly on the particular story that he or she relates or embodies, and the receptions to that story on the part of the audiences" (p. 14). By telling stories, allows for a certain level of openness or vulnerability on the part of the leader and makes them human."

Tags:intangibility, inseparability, inventory, inconsistency