How does customer service help business marketers?
What will be an ideal response?
ANSWER: Business marketers are increasingly recognizing the benefits of developing a formal system to monitor opinions and perceptions of the quality of customer service. Companies such as FedEx, IBM, and Oracle build their strategies not only around products but also around highly developed service skills. These companies understand that keeping current customers satisfied is just as important as attracting new ones, if not more so. Leading-edge firms are obsessed not only with delivering high-quality customer service but also with measuring satisfaction, loyalty, relationship quality, and other indicators of nonfinancial performance. Delivering consistent, high-quality customer service is an important basis for establishing competitive advantage and differentiating one's company from competitors.
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As the newest member of the marketing department, your immediate boss asks you to comment on the company's proposal to add two new shoes to the company's middle-of-the-road pricing and product-line strategies
The first pair will retail for $ 40 and has as its target market the "bargain" shopper. The second pair will retail for $200 and is targeted at the "sophisticated shopper." In relation to product-line strategy, what is the company trying to accomplish with these two new items?
Explain what a matrix structure is, and draw an organization chart that depicts a matrix (including appropriate job titles). Explain what you think it would be like to be a manager in a matrix organization.
What will be an ideal response?
Sparrow Co is currently operating at 80% of capacity and is currently purchasing a part used in its manufacturing operations for $8 a unit. The unit cost for Sparrow Co to make the part is $9, which includes $.60 of fixed costs. If 4,000 units of the part are normally purchased each year but could be manufactured using unused capacity, what would be the amount of differential cost increase or
decrease for making the part rather than purchasing it? A) $12,000 cost decrease B) $4,000 cost increase C) $20,000 cost decrease D) $1,600 cost increase
Which label consists of less intense and more generalized feelings not directed at a specific object or person?
a. Mood b. Affects c. Instinct d. Emotions