Abstract
This paper introduces, discusses, and analyzes an article on e-customer loyalty. It looks at the article's view of creating and maintaining a loyal customer base, its discussion of the impact of the internet on business, and the reasons provided for the failures of many on-line businesses. The paper consists of a one-page synopsis and two-page critique of the article.

From the Paper
"This article goes into detail about what many consumers have known for a long time. The most successful merchants, both online and off, are those who recognize the importance of developing a good relationship with their customers, thereby creating customer loyalty and greater profits for their company. The paper argues that many online merchants do not recognize that many brick-and-mortar business rules still apply to their businesses online. "They often forget that the fundamental rules of successful business still apply" (Reichheld et al 173). The article goes on to discuss two particular companies foray into e-commerce, and their experience with building a profitable company online. It continues with information on how to build customer loyalty, and identify your customer. It also provides ideas on how to build trust, get to know your customer, and empower your organization to develop great customer relationships."

Tags:succesful, merchants, online, customers, e-commerce, internet, boo.com, service

Abstract
This paper explains that Starbucks' survey results indicated that customer satisfaction, not just customer service, had to be improved quickly and that Starbucks' head office had failed to see a changed customer base. The author points out that, inspiring customer loyalty requires local store level efforts to remove the public's perception of a corporation only interested in generating more stores. The paper relates that based on this information Starbucks decided to invest in more labor hours for its 4500 stores.

From the Paper
"The case explores the realization of the executive of Starbucks that its marketing had to reform in the direction of basic customer satisfaction (Moon & Quelch, 2004). An error had been made of presuming that good customer service standards and ongoing growth meant that Starbucks' customers were satisfied. Unfortunately, a long focus on expansion and profit returns had drawn attention from changes of customer base and customer tastes that were important to the company's continuing developments. The concept of having a proven and successful approach, as pioneered in the early 1980s, predictably, has needed a few revisions, 20 years later."

Tags:starbucks, satisfaction, case

Abstract
This paper is a review of an article that appeared in the Fall 1999 issue of "Marketing Management." The article, called "Customer Delight and the Bottom Line," details the different ways that a company can keep their customers satisfied with their product and service. The article also gives the reader some suggestions that can be adopted by individual businesses to help them keep a competitive edge and maintain their customer base. According to the authors of this article, CUPID (Customer Understanding Processes in Design), is the key to helping the customer stay involved in the development process.

From the Paper
"Management experts have defined the concept of delighting the customers as an attempt to exceed the expectations of the customers and to bring a pleasant surprise to the customers by satisfying even those needs, which are not supposed to be served by that particular service or product. The article further discusses the various models used by the organizations to evaluate their products and services in terms of customer needs. Such models help the organizations in developing their products or services according to the expectations of the customer. In addition to this, the article also recommends several approaches to delight the customers."

Tags:competitition, satisfaction, level, design, needs, cupid, concept, understanding, attributes

Abstract
The writer of this paper stresses the importance of reliable and effective customer service which is crucial in retaining satisfied customers and clients in business. This paper examines the blatant limitations in most customer service departments. This paper explores the concept of implementing technology into existing customer service departments while detailing the resulting impact in a particular business.

From the Paper
"Good customer service is predicated upon the service desk's ability to provide service. This paper explores the concept of technology as a critical component of that ability. The kind of service that a service desk can provide is limited by its technology not just by its personnel. In this paper the experience of Consonus, a company that has used technology to ramp up its customer service capabilities is examined."

Tags:customer service, technology, technology-based customer service, HP, OpenView, clustering, open architecture

Abstract
Based on ten books written on the subjects of consumer behavior and customer service, this paper sets out to show whether customer centricity has been the focus of businesses for some time, and whether it has been addressed correctly. The writer explains that the study of customer retention information shows that what it takes to keep customers coming back is quite different from what it takes to attract new ones, and discusses various types of customer loyalty programs. From the literature four specific areas that need to be examined in order to help businesses improve customer focus are identified, as well as six factors that are often seen as imperative in improving customer retention, and five specific dimensions of service quality. The paper concludes that although most studies have indicated that retaining old customers is what really boosts business growth, many businesses still persist in spending more to get new customers who will cost them money by leaving, instead of spending less to retain loyal ones.

From the Paper
"It is significant to remember when looking at customer centricity that people seldom stop patronizing a business simply because of ordinary interactions that they deal with when they shop there but instead because of the failure of the specific organization to handle situations that could be potentially problematic to the satisfaction of the customer (Bowen & Lawler, 1992). Personnel who come into contact with customers need to be able to think for themselves, take responsibility for their actions, and respond well to the pressure that often comes from customers who are angry or upset (Bowen & Lawler, 1992)."

Tags:success, customer satisfaction, effective personnel, problem solving, performance coaching communication

Abstract
This paper presents a critical analysis of the customer satisfaction measurement and assessment process at Airtech Limited. The three major goals of the analysis are as follows: assess the quality of the survey questions; assess customer satisfaction in relation to relevant theory; suggestions to improve customer satisfaction.

Tags:Critical, analysis, of, the, customer, satisfaction, measurement, and, assessment, process, at, Airtech, Limited, (based, on, data, provided, by, client).

Abstract
From both the management's and the customer's point of view, customer service is a component of a business that is needed by both the deliverer and the user. The paper discusses the concept of customer service and how this concept changes in a global environment, taking the international banking industry as an example. The paper shows that a bank in the US would have to operate differently in China, as it would have to be more attune to the needs of the Chinese consumers rather than the American customers, even though its base and corporate governance is American. The paper discusses Christopher Earley and Miriam Erez's book "The Transplanted Executive" which explores the issue. The paper also shows how most banking organizations base their plans and strategies on three tiers: Coordination Tier, Boundary Tier and Customer Tier.

From the Paper
"According to Schneider and Bowen [1995] in a service oriented organization, customers are the foundation for the business. Without them there is no business, therefore the main aim of the organization has to focus on servicing them, catering to their needs and meeting their expectations. For every organization and depending on the service that it provides, there are certain expectations and criteria that customers judge them. For example in the banking industry it is about in-depth knowledge of the industry, the monetary environment, the kind of services available as products and the speed at which the service is being delivered. Some of the common features that customers expect are security, trust and fairness in dealings, which is what service excellence is all about."

Tags:multicultural, credit, investment

Abstract
This paper attempts to explain how Delta Airlines has made a successful transition from being another American-based carrier focused purely on efficiency to one concentrating on customer satisfaction and customer retention. The paper looks at how Delta Airlines has accomplished this through a combination of process-based, technologically-based and strategy-based initiatives that has led to their achieving customer centricity in their organizations. Suggestions are provided for how Delta Airlines can become more customer-centric and the paper also explains how lasting change can be made within Delta's ongoing marketing strategies through strong leadership.

Outline:
Introduction
Assessing Delta Airlines Customer Centricity
Change for Greater Customer Centricity at Delta Airlines
Driving Change and Leadership in Customer Centricity

From the Paper
"Of all domestic air carriers in the U.S., Delta Airlines continues to lead competitors in the areas of integrating Web-based and mobile technologies to give its customers an opportunity to interact with the company how they choose to. Delta's use of mobile-based check-ins, increasing reliance on their website for processing upgrades, seating assignments and managing special dietary needs illustrate how the company is successfully using Web-based, mobile-based and social networking applications to be more customer centric than competitors. The collection of technologies known as Web 2.0 are forming the foundation of social networking applications that seek to create more collaborative relationships with customers (Bernoff, Li, 2008). Appendix A of this document provides an overview of social networking applications."

Tags:satisfaction, retention, air, carriers

Abstract
In this article, the writer discusses that the customer retention strategy used at the company at which the writer works is actually comprised of four specific tactics. The writer then describes and explains the four major tactics used for increasing customer retention. The writer maintains that tying all these tactics together into a unified strategy requires a constant focus on measuring how effective they are through the use of analytics to gauge the retention rate of customers. The writer also looks at the problems and future trends regarding customer retention in the company concerned. In addition, the writer evaluates the advantages and liabilities of the customer retention strategy used at the company.

Outline:
Background and Introduction
Main Conclusions
Recommendations
Critiquing the Customer Retention Strategy
Background
Lack of Consistent Analytical Measures of Customer Retention
Excessive Personal Support for Large Accounts at an Unknown Cost
No Visibility of Channel-Based Retention
Future Trends
Limitations, Conclusions and Recommendations

From the Paper
"The following are the major conclusions from this critique of the customer retention strategies for the company at which the writer works:
"First, the four tactics the company uses is delivering results and it is estimated that the company has approximately a 60% retention rate. Yet the contribution of each of these tactics in hard numbers is not known, so the company is constantly re-shifting the mix of these four tactics that comprise our strategy.
"Second, there is no win/loss analysis to determine how effective the combination of these strategies in conjunction with each other. When one loses a customer there is much anecdotal discussion yet nothing definitive.
"Third, there is no process in place to take the lessons learned from customer retention programs and change product strategies. The link between customer retention and product direction is not in place and therefore it can take years before any lasting change comes to products."

Tags:service, tactic, promotions, product

Abstract
The paper analyzes Amazon's success and the way its competitive advantage is based on its superior customer value. The paper examines factors affecting Amazon's customer service in relation to the global business community, its competitors and the organization itself. The paper then considers four specific areas of customer value in depth: perceived image, perceived service quality, perceived product quality and perceived value-based price. In each of the areas, the paper provides specific guideline questions to determine if the company is successful in each area.

From the Paper
"Combining these results, it seems that Amazon scores highly on almost all aspects. This is not surprising since Amazon prides itself on customer service. The areas where Amazon did not score highly were based on treatment of employees and lack of means for personal contact between customers and the company. The problems with treatment of staff suggest that Amazon may focus too strongly on customer service and neglect the internal business. The lack of means for personal contact reflects a company that is basing itself on the capability of the Internet. Overall, this low scoring is not really viewed as a negative. Rather, it seems a good example of how Amazon is pioneering new things. While not everyone may be comfortable with online information retrieval rather than speaking to a real person, Amazon has recognized the value in this process. It is likely that as people adapt they will also appreciate the benefits. This is an example of necessary streamlining to ensure profitability in a tough global marketplace."

Tags:collaboration, management, monitor, assistance