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

We can fix problems promptly

No. SIC Year Note
1 5311 1992 Sears has a Sears' Best Customer program that rewards active shoppers with priority repair service on home equipment.
2 5731 1988 Circuit City offers warehouse pricing, but service too. Stores are piled high with merchandise, and have service departments.
3 5731 1994 Radio Shack has begun to repair out-of-warranty consumer electronics. The new service, called the Repair Shop at Radio Shack will fix more than 40 brands of equipment from Apple to Zenith.
4 6021 1990 Article describes a bank that ensures that during busy periods, every available bank official is helping at service windows. Those not at service windows are out of sight.
5 6021 1996 By polling customers, NationsBank found that service was one of its credit card's draws. So it installed a client-server network called FronTier. It's designed to help customer service reps answer questions faster. Before, reps had to go through 11 screens.

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