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.

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

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

Your investment is safe

No.	SIC	Year	Note
1	5331	2002	Wal-Mart Stores Inc. and Toys "R" Us Inc., have set up price-checking scanners that let customers see prices on untagged items.
2	5731	2004	In its three decades in downtown Manhattan, J&R has managed to build a strong reputation around having knowledgeable sales staff, a broad selection and reasonable prices. J&R is a traditional, high maintenance Manhattan store with limited national reach.
3	5900	2003	95% of Staple's new corporate clients choose to deal online. One of the biggest advantages of the B2B technology stems from order-management applications. These programs give clients better control over what is bought online.
4	6021	2003	Unlike at other banks, everyone at Washington Mutual from the branch manager on down works on commission. Tellers, known as "personal financial representatives," take a cut of accounts they open. Washington Mutual's branches are meant to be consumer friendly. In some Chicago branches, the sales staff is young and khaki-clad. Some 70% of its staffers in Chicago previously worked in retail.
5	6141	2001	A recent study found that four of five shoppers prefer not to shop around for the best deals- they'd rather stick with the tried and true, indicating an emotional connection. However, most customers don't feel important to the companies that they use. A credit card company sent out letters to customers who had fallen behind in their bills. The letter asked them to call to resolve the problem with credit counseling. The response rate and payments were high.
6	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).
7	7375	2000	By January of 1999 CEO made some dramatic changes. Gun sales were banned, while anything risqué was consigned to a section walled off from minors. She signed Lloyd's of London to provide buyers with insurance for purchases up to $200.
8	7539	1991	Auto Glass's guarantee: "…guarantees not only your complete satisfaction, but also free repair or replacement of any LOF-installed glass that gets chipped or cracked for as long as you own your car."

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