Consumers benefit from search broker services Consumer trust can be leveraged across many product categories How will brick and mortar agents fare vs electronic agents?

Consumers benefit from search/broker services Consumer trust can be leveraged across many product categories How will brick and mortar agents fare vs electronic agents?

The Wheel of retailing GG ain entry with low prices rain trust and loyalty Add offerings and raise prices Differentiate from new no -frills entrants

The fox case- Room for one more A number of changes make it easier to enter cheaper transmission technology more syndication more independent stations demographics makes the \young\niche larger The networks have a hard time defending

In a service company, important parts of the product are being designed by the front-liners every time they serve a customer They are uniquely positioned to read customer needs. You need to provide them with information(about costs)and incentives

Complaint Management is an Investment Cost of customer acquisition vs. retention Loyalty Word of mouth (positive or negative) Information for design changes Compensation may exceed price

15.834 Complaints Please read the package and think about Which replies are good and why? Which replies are bad and why? Is a reply always better than none? What do the companies get out of this?

Factors facilitating head s attack transparent performance and fashion cycles The same factors make defense harder

15834 Mid-Course Feedback 03 More specificity on summary slides .Lectures boring Case overlap . Post lecture slides

Relationship\-resources develop slowly The properties preventing imitation hamper transferability