This activity is designed to help students identify the key components of what drives customer satisfaction outcomes, by evaluating a series of statements made by consumers regarding their recent interactions with a firm.
This mini case is for a hotel chain who have conducted a customer satisfaction survey. Given these research results, what advice can be given?
The final phase of the customer decision-making process is post-purchase behavior. This activity highlights how four different consumers usually deal with dissatisfaction.
This fitness center is starting to think that their positioning tag-line is primarily responsible for their loss of new customers/members – what do your students think?
Customer retention can also be enhanced through the creation of switching barriers, with the task being to review examples to assess the likely satisfaction level of the customer involved.
Students review a retailer who have changed their refund policy – did management make the right decision by reducing staff empowerment? Includes aspects of CRM and CLV.