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.

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

B. Needs to avoid sources of anxiety

Risks in relationship: The customer segment needs reassurance it can trust

No. SIC Year Note
1 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.
2 2911 1989 Amoco will pay customers' repair bills if, after using Amoco Ultimate, their cars' fuel systems are damaged within the first 75,000 miles.
3 3577 2005 SanDisk unveiled its latest USB flash drive product called the U3. U3 is a combination of software and design for a flash drive. Software developers can use U3 code for free, but SanDisk will charge U3 drive makers a licensing fee. The USB Flash Drive Alliance said it's changed its focus from a marketing group to a standards-setting body. The group include players like Microsoft.
4 4512 1993 Southwest stripped many of its amenities for lower fares, but still tops all other major airlines in on-time performance.
5 4812 2002 The new 3G technology's speeds are fast enough to beam hefty audio, video and voice and services seamlessly to globe-trotting cell phone users. The expected front runner technology behind 3G: Universal Mobile Telecommunications System, or UMTS which has been championed by Japan's dominant mobile carrier, NTT DoCoMo Inc. as well as a broad swath of wireless equipment makers and European wireless operators.
6 7374 2001 The overkill of application service providers (or ASPs) is forcing many ASPs to carve out new niches. They're offering specialty services such as systems integration, call-center staffing and Web consulting. As ASPs offer these additional services, many are embracing a new moniker-BSP, for business service provider.
7 8011 2001 Some doctors, aware that patients prefer to spend more time with their doctors, are extending their office visits to please their patients. In addition, doctors are taking more time to explain their medical decisions because of the growing number of treatments available, the overall growth in the number of managed-care plans and the increased number of patients who want to discuss their treatments.

<<Return to Maintain Steps