Final Customer Purchasing from an Intermediary of the Product

Maintain Steps: Maintain steps include all activities required to keep the product in working order. These steps include the costs the customer incurs to diagnose and correct product problems.

2.
Emotional: Segment customers according to the personal emotional needs of the segment.

A. Needs for comfort and status

2. Status through the recognition of customer’s individual needs for product.

No. SIC Year Note
1 4841 2005 Comcast's digital cable service offers an assortment of HD channels. It insists on sending out a technician to install HD because of the complexity of choosing the right connections. The setup takes only a few minutes and adds about $7 to the cable bill.
2 5311 1992 Sears has a Sears' Best Customer program that rewards active shoppers with priority repair service on home equipment.
3 5900 2001 ReturnValet.com, a branch of Newgistics Inc., is a returns-management system designed for catalog and Internet retailers. Customers can return merchandise to one of several thousand return centers nationwide. They include neighborhood mail and parcel centers such as AMI Mail Centers, Handle with Care Packaging Store and Parcel Plus.
4 6211 2000 Merrill Lynch's Unlimited Advantage account offers human advice and unlimited Web phone or broker-based trading for an annual fee of 1% of assets (minimum fee $1,000).
5 7375 2000 AOL is vulnerable in new technologies such as broadband and wireless Internet services. MSN isn't. Its new software is called MSN Explorer and it is easier to use and it packages its many services. MSN plans to attract new customers by continuing a $400 rebate program.

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