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.

Experience – Enhance the experience the customer has with the product

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

Warnings and advice

No. SIC Year Note
1 0 1987 Companies with poor customer service often mechanize customer service as much as possible, putting pressure on employees instead of helping them. Successful service organizations empower individuals to offer their best service.
2 5731 1991 The demise of Crazy Eddie's electronics chain left 100,000 consumers with worthless extended warranties. One example of how many warranties are becoming useless now that the companies that back them are going out of business.
3 6141 2000 USA, which boasts some 50 million customers, has lost millions of them in the last two years, cutting its total outstanding card loans by 1% to $69.4 billion. Bank officials blame consumer anger over such practices as ratcheting up loan rates above 19% from introductory 3.9% rates, if the borrower paid late just twice in six months.

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