Internal Mktg, Relationship Mktg Service staff as the boundary spanner and brand ambassador So many wide spread anecdotes, WOM Haie Quality above Everything >"Everlasting Sincerity Hae女 hts reserved, Zou deqian Schematic of Marketing Process Marketing Analysis (The 5Cs Castnmerscompary Competitors Collabor ators Context Market Target Market product and service SArmatIAn pnsnnInr Marketing Mix (The 4Ps) I/hance Brompton Acquisitio Retention 1717 33 © Copy rights reserved, Zou Deqiang Internal Mktg, Relationship Mktg • Service staff as the boundary spanner and brand ambassador • So many wide spread anecdotes, WOM • Haier: ¾“Quality above Everything” ¾“Everlasting Sincerity” Schematic of Marketing Process