Final Customer Purchasing from the Product Producer

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.

C.
Experience: Enhance the experience the customer has with the product

3. Increase the customer's sense of security with the product

c.
We can fix problems promptly

No.	SIC	Year	Note
1	0	1988	W. Germany does so well because it puts huge emphasis on quality and service. German business has long received high marks on quality, prompt delivery, & service after the sale.
2	0	2001	IBM put a managing director in charge of each major account so that clients would have one high-level contact who could get any question answered.
3	1521	2004	In the past two years, KB Home homebuilder has moved forcefully to build a new image, instituting a bevy of changes. The fifth largest U.S. homebuilder has worked to produce training programs for contractors and builders. It has also instituted a "Say Yes" program to handle customer complaints faster.
4	3571	1986	Wells American claims that its clone, the A*Star II, is the only network-ready PC/AT compatible that can operate at 6, 8, 10 and 12 MHz. Also promotes that it's been making microcomputers longer than IBM, and it's serviced nationwide by RCA.
5	3571	2001	Once customers do come aboard, IBM is maniacal about keeping them happy – and holding IBM employees accountable. Senior-level employees are instructed to meet with customers on a regular basis.
6	3639	1988	All the major manufacturers set up extensive service organizations & extended warranty programs during overcapacity.
7	3711	1987	German automakers expanded their dealer & service networks in Japan.
8	3711	1987	Mercedes Roadside Assistance provides on-the-phone or onsite factory authorized service help every weekend and holiday from 8am until midnight, and every weeknight from 5pm until midnight.
9	3716	2001	The turnaround of RV maker Monaco Coach was due to greatly improved hassle-free customer service and warranty back-ups.
10	4513	1993	Federal Express has spent millions on information systems that ensure it can locate every package at any time. Customers can find out where their packages are within 30 minutes.
11	4800	2003	Verizon offers its customers a Worry Free Guarantee which has several features. One feature is customer support. Problems will be resolved during the first call to the service or they will get back to you with an answer quickly.
12	4813	2002	As the telecommunications industry struggles to attract customers amid federal investigations, customer complaints and declining profits, both long-distance and wireless carriers are at risk. While Verizon Wireless is the most expensive wireless carrier, it offers the strongest nationwide network and fewer customer complaints. The customer service is also highly rated.
13	8082	2002	Odyssey Healthcare is a Dallas-based hospice company that puts its emphasis on service. Its nurses treat patients with special care and the company provides a grief and spiritual expert to each family.

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