Abstract
This paper presents a detailed review of John McGregor's outstanding text, "One Billion Customers." First, the paper offers a detailed summary of the text. From there, the paper delves into the tex'ts various strengths, and also citing its precious few weaknesses. The paper concludes by stating that the book was compulsively readable and practical.

From the Paper
"The ensuing several pages are a lengthy book review of John McGregor's excellent text, One Billion Customers. The paper will start by offering a detailed summary of the text; from there, the paper will delve into the texts various strengths; as will become evident shortly, there are precious few weaknesses to be found in this compulsively readable and practical tome. It is thoughtfully, thematically organized, has excellent synopses for each chapter, is unafraid of portraying the Chinese in a negative light when it is necessary, and is filled with stories that exemplify the main issues that McGregor considers most important."

Tags:john, mcgregor, customers

Abstract
This paper lists and includes the text of 12 articles on reasons that customers are leaving banks for other banks.

Tags:attrition, customer, bank, customer service, security, data, internal marketing, fees, price, service, promotional gifts, panic, de novo banks

Abstract
This paper reviews the ways in which airports and airlines across America are trying to target and accommodate customers in the aftermath of the industry's near-collapse after 9/11. The paper particularly looks at how airports are trying to assuage security concerns while simultaneously offering new services to busy professionals. The writer also touches upon how airports are attempting to link their facilities to the buying predilections of certain segments of the population. Additionally, the paper reviews the determined efforts of the airline industry itself to offer more "bang for the buck" while doing what it can to reassure customers that their flight experience will not be troubled by concerns centering around whether or not their luggage will arrive with them at their destination.

From the Paper
"Busy commuters, security "freaks," and consumers interested in easy access to niche providers are only a few of the customer demographic groups that stir the interest of airport management. Another group, frequently overlooked, is the airport user who is a compulsive shopper. Naturally enough, these sorts of individuals are a key demographic inasmuch as airports are wholly aware that items purchased on their premises mean money in pocket at the end of the fiscal year. Of course, logic dictates that airport marketing professionals are well-acquainted with certain groups - it could be young women, affluent elderly couples, or businesspeople with a penchant for impulsive buying - that like to buy items (and specific types of items) at the airport rather than elsewhere at a store. The problem, or so it would seem, is that knowing individuals (and which kinds) who want to buy at the airport does not necessarily translate into providing the sort of technology or services that can facilitate their purchasing decisions and activities. Consequently, the airport truly desirous of deriving profit from waiting families or individuals must renovate its inner structure and give people ready access to such technology."

Tags:flight, amenities, security, commuters

Abstract
This paper carries the primary objective of interviewing guests in a three star rated hotel frequented by business travelers, and aims through primary research to ascertain the star rating guests would attribute to the facility and its service. This research effort concentrates on validating the predictive accuracy of SERVQUAL and LODGSERV as they relate to the Mobil Star system. After a detailed analysis of the study methodology and results, the paper concludes that the specific Marriott hotel profiled in this analysis clearly has done an excellent job of teaching its staff how to be empathetic and full of assurance, yet has not been able to specifically address the areas of responsiveness and tangibles. This supports the research objective of this study showing hotel guests' rankings of SERVQUAL would be an accurate representation of the Mobil Star system score. This paper contains illustrative figures and data tables.

Outline:
Chapter 1 Introduction
Background
Statement of Problem
Aims and Objectives
Chapter 2 Literature Review
Executive Summary
How Expectations Are Formed
Nature and Characteristics of Expectations
Measurement of Customers' Expectations
Customer Expectations in the Hospitality Industry
Measurement of Customer's Expectations in the Hospitality Industry
Summary
Chapter 3 Research Methodology
Introduction
Review of Data Collection Methods
Secondary Research Methods Evaluated and Not Chosen
Primary Research Methods Evaluated And Not Chosen
Choice of Methodology
Subject Population
Validity and Reliability
Field Work Completion
Conclusion
Chapter 4 Findings and Analysis
Introduction
Analysis of Results
Demographics
Summary
Chapter 5 Conclusions and Recommendations
Key Findings
Discussion
Bibliography and Works Cited
Appendix A: Questionnaire

From the Paper
"Assessing how the accumulated experiences of guests correlate to the specific Mobil star ratings as predicted by SERVQUAL and LODGSERV measures is the intent of this study. The Marriott hotel chain's customers are among the most loyal given the success of their loyalty programs, and the company's internal processes and systems to ensure consistency and uniformity of service are quantifiable using the SERVQUAL and LODGSERV measurement instruments. Given the representativeness of the Mobil Star System audit criteria of facility Inspection and service evaluation to SERVQUAL and LODGSERV, it is a reasonable assumption that a guests' rankings of a hotel on these two measures of performance would provide predictive accuracy of a given hotels' Mobil star ranking. To date however there has been no correlative analysis linking the Mobil Star system to the measures of SERVQUAL and LODGSERV. It is the intent of this analysis to address this research gap."

Tags:hospitality, management, Marriott, industry

Abstract
In this article, the writer discusses that one of the most important elements within good business practice is finding and maintaining strong relationships with customers. The writer explains and describes a detailed log of service experiences in a variety of industries, that was reported over seven weeks. The writer notes that some of these experiences were exemplary while other places offered such bad service that the writer will probably never use their facilities again. In this evaluation, the writer looks at what exactly made these experiences either good or bad and analyzes how different retailers can shape their experiences to better suit their customers. The writer concludes that the provision of strong service is essential to the success of businesses and companies need to start realizing that having a great service experience is just as important, if not more so, than having a great product itself.

From the Paper
"The most important elements of a strong service encounter is a blending of many different factors. These factors include the human aspect of those who are in the actual servicing such as waiters, greeters and attendants. It also takes into account the marketing aspect because this is what is most important in establishing credibility and expectations before going to a retailer or company. Finally, how well the infrastructure and operations of the business goes is also one of the most important factors as well. In general all of these factors contribute to how we understand and interpret the level of service that is being offered. Since all three of these factors work in conjunction with each other when one of them is not congruent with another than the overall experience and our service assessment decreases."

Tags:consumer, experience, product, impression

Abstract
The writer takes the idea of students as customers and defines both terms, looking for similarities in form and function. The paper ultimately shows that when marketing to students they can be seen as customers and approached in the same manner.

From the Paper
"Community is a term that traditionally described a relatively small number of people living in the same area and linked by common values, practices and goals. (Spritzberg and Thorndike, p.8). The metaphor of community runs deep in American higher education. There is an aspiration to make the academic experience not only one of education, but also a meaningful connection from the aspects of scholarship and learning, and also college spirit associated with pride and satisfaction resulting from belonging to the institution."

Tags:academic, marketing, institution, learning, scholarship

Abstract
This paper explains that the 1990s brought about opportunities for companies to focus more on attracting and keeping customers and that with this greater focus, customer-facing programs became a strategic as well as operating imperative. The paper points out that good customer relations and, therefore, good customer service is the cornerstone of a successful business and cites examples of several modern businesses that have become hugely successful because of their emphasis on customer satisfaction. The paper describes the customer service strategies that these companies have elected to employ in their business operations and explains that these companies have all gained a competitive advantage as a result of these strategies.

From the Paper
"Therefore, it is very clear that the customer is the most important element in a business organization today, and as the competition between organizations is fierce, and the customer of today enjoys a wider choice and more options than ever before, more and more companies are attempting to come up with innovative and effective strategies to not only acquire customers, but also to retain them for as long as possible. Some of these companies are Lillian Vernon Corp., Inc.com, Revco Drug Stores, Green Hill Farms, Aladdin's Auto Service Center, Sumerset Houseboats, and Stitching Post. (Best Customer Service Practices)"

Tags:technological, progress, challenges, managers, increase, revenue, reduce, costs, deman, newer, better, products, services

Abstract
This paper discusses how managing effective relationships with customers has become increasingly important in the era of constrained resources and global competition. The paper explains how customer relationship management (CRM) encompasses all tools, strategies and other technology-based capabilities that help a business organize and manage its customer relationships. Specifically, the paper outlines the goals CRM attempts to achieve in organizations and emphasizes how CRM is essential for a business' long-term survival and success.

Outline:
Abstract
Introduction
CRM Discussion
How to Use CRM in Business
CRM and Business Strategy
Implementation Considerations & Recommendations
Conclusion

From the Paper
"CRM is a technology utilized by organizations to shine the focus of the company on the customer through various strategies. With CRM, companies hope to create "lasting and meaningful relationships with the organization's most valuable customers or clients" (Hallenbeck, 2007). According to The Center for Customer Strategy, as referenced by Levit, consumers are looking for products and services that offer added value, as opposed to buying something based on small differences in prices. CRM has proven to be one of the most controversial topics, as well as one of the most rapidly expanding businesses, since the late 1990's (Foss, Stone, & Ekinci, 2008)."

Tags:information, technology, public, relations, employees

Abstract
This paper describes the methods of Kraft Foods Company, one of the largest manufacturers of foods in the U.S., for attracting and retaining customers and solving customer complaints. The paper outlines Kraft Foods' strategies, which emphasize flexibility, innovation, and market research tools.

From the Paper
"Kraft Foods, one of the largest food manufacturers in the country, accomplishes its goals of the customer attraction, retention, and solving customer complaints through several means. According to Eccles (1981) customers prefer flexibility in their product and service offerings. Flexibility in product and service offerings not only provides the options to customers to choose and select only those products and services that best meet their needs but it also facilitates the process of customization and personalization. Similarly, Porter (1980) argues that in the present dynamic environment, a number of firms are shifting their focus from transaction-based interactions to relationship-based interactions. Since a firm usually incurs far more money in attracting a new customer than maintaining an existing one, it is always beneficial for the firm to lock- in its existing customers by developing close relations with them. In this perspective, businesses are encouraged to take notice of the customer's life cycle."

Tags:transaction, capture, products, services, acquisition, accessible, cross-functional

Abstract
The paper analyzes and identifies alternative conceptions of value, as value is perceived by customers, reviews scales designed to measure customer perceptions of product value and compares these measurement scales. The writer brings examples from specific products and individual methods of sale to illustrate the various ways in which a company can affect their perception.

From the Paper
"Herr and Fazio (1992) suggested that consumer attitudes towards products should be investigated as a basis for predicting brand loyalty. NPD Group (1997) researched this relationship that brand loyalty can be predicted to some extent on the basis of consumer attitude, with 74 percent of consumers with a strong positive attitude toward a brand actually behaving as a high-brand loyal consumer and 90 percent of consumers with a weak attitude toward a brand actually behaving as a low-brand loyal consumer. Consumers with moderately positive attitudes toward a brand, however, were more likely (44 percent) to behave in actual purchasing as low-brand loyal consumers than as moderate-brand loyal consumers (37 percent) or as high-brand loyal consumers (19 percent)."

Tags:consumer, brand, purchasing, prediction, loyalty