Archives tagged: customer loyalty

Major Commercial Policy Design Issues

By Tim J. Smith, PhD October 30, 2018

In this missive, I examine how companies selling to end customers through distributors and retailers can design their commercial policy.

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Amazon the Kingmaker

By Kyle T. Westra September 29, 2018

Amazon’s Choice began as a solution for its Echo home device, which, when prompted by a user to buy an item not previously purchased, needed to know what to get. But its increasing presence in Amazon search results illustrates a problem with those results: there are simply too many.

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Why Relationship Marketing Has Never Worked for the New Car Purchase

By James T. Berger June 7, 2016

That structural problem is the “deep divide” between manufacturers and dealers. While manufacturers spend millions of dollars on image advertising to promote the brands, the dealers care little about the long-term brand value and instead put their emphasis on the transaction.

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Airlines and Innovation

By Kyle T. Westra October 6, 2015

Whereas airlines are a particularly visible example of an industry struggling with price structures and value offerings, every company in every industry should pay close attention to their customers and what their customers value. Airlines are a particularly visible example of an industry struggling to think creatively about how best to capture the right price for the value provided.

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Keeping Customers Isn’t So Easy

By James T. Berger July 12, 2015

There are other fields – like airlines and hotels – where providers have invested heavily in customer loyalty programs. Here these programs are effective as long as the provider can fly to the right destination of the hotel company has a property there. When that is not the case, the customer seeks other choices and may be attracted into competitors’ customer loyalty programs.

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The Cult of CSAT – How the Pursuit of Customer Satisfaction is Insufficient and What May Replace it

By Tim J. Smith, PhD February 17, 2015

Customer satisfaction has become one of the most discussed leading indicators of business growth and profitability. But is this real? Does it last?

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Are Rebates and Customer Loyalty Programs Illegal? A Strategic and Legal Case Study of Intel and Eaton

By Tim J. Smith, PhD July 7, 2014

Rebates, discounts, and other forms of incentives are common parts of customer loyalty programs.   Done right, they improve the profitability of the…

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Bombardier CSeries: How will Boeing/Airbus Duopoly Respond?

By Curry W. Hilton February 4, 2013

The much-anticipated Bombardier CSeries commercial airplane line provides a uniquely positioned offering, boasting 20% fewer CO2 emissions, 20% fuel savings, and 15%…

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A Case Study on Sears versus Target and Divergent Responses – Blame the Market Environment or Command Your Performance

By Tim J. Smith, PhD October 3, 2012

Charting a winning corporate strategy is rarely an easy task, and 2012 has been particularly difficult for executive decision-making. Yet difficult times do not get executives off the hook for poor performance. A case in point: Sears is floundering while Target is advancing. What is driving the significant divergence in performance between these two competitors? Is a role reversal possible in the next 18 months?

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Avoiding Price Wars

By Curry W. Hilton September 4, 2012

The negative impact on industry profit due to price compression from firms engaging in price wars can possibly be avoided by a better understanding of strategic games. Observing competing firm’s historical behavior and current price announcements offers valuable indications of future actions. Modeling such strategies in a game theoretical scope allows for more informed pricing decisions and possible profit saving maneuvers.

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