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

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

通常来讲,如果你不创造价值的话,别期望你会得 到任何价值 批注:我自己的想法是…就是因为只是单纯指品牌本身,所以才建议改成名称因为用名声比较容易会和 reputation混淆(这个名词也是常在品牌学中出现) 「别人花代价请你来加入战场」是一种特例,但这 种状况下你不太可能有高获利