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Getting the Right Payoff From Customer Penalty Fees Case Solution & Answer

During the past 20 years, the convergence took place on the importance of building relationships with high value customers as the cornerstone of the service strategy. Customer satisfaction and joy to support the maintenance and growth of the important relationships were associated. More recently, companies have adopted penalties and costs as an essential means for revenue growth. This caused friction with programs to improve customer relations and increasing defections and spurred government regulation. In this work, collect and analyze data to identify aspects of sanctions that generate customer dissatisfaction and negative emotional and behavioral responses. We offer guidelines for the application? Sanctions practice to reconcile the objectives of revenue generation and customer loyalty. These include: the prevention of unintentional failures, managing the perceived magnitude of sanctions to effectively educate customers on offer ensures that sanctions are clear and transparent, connecting penalty decisions responsibility of transgression, taking into account to avoid missing a penalty, and customer relations and employee empowerment review.
by
Stephen S. Tax
Young “Sally” Kim,
Sudhir Nair
Source: Business Horizons
10 pages.
May 15 2013: release date. Prod #: BH537-PDF-ENG
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