In a service company, important parts of the productare 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

The fox case Room for one more a number of changes make it easier to enter Chapter transmission technology More syndication More independent stations Demographics makes the young niche larger The networks have a hard time defending

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

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 heads attack transparent performance and fashion cycles The same factors make defense arder

Price wars are bad, especially with high fixed costs They reduce current profits and erode customers' perception of product quality Price wars are not inevitable. For example the French and the Germans fight every fifty years but not every year

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

Price wars are bad, especially with high fixed costs. They reduce current profits and erode customers' perception of product quality. Price wars are not inevitable. For example, the French and the Germans fight every fifty years but not every year. But collusion is illegal

Income statements and balance sheets may help identify resources. Even -unknown advantages -lots of little things

在产品品质难以辨别的市场中,企业声誉的影响力可持续非常久。 如果产品品质很重要的话,竞争优势也会持续非常久