Company Will Respond Promptly
A Final customer buying from an intermediary of the product The Final customer is the one who makes the final decision on what product to buy and from which supplier to buy it. Most consumer products, and many industrial products, reach Final customers through Intermediaries.
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.
B. Needs to avoid sources of anxiety
1. Risks in relationship: The customer segment needs reassurance it can trust:
c. Company Capability: Company capability that crosses all products
2. Reliability Leader: The company can be counted on to lead the industry in major aspects of Reliability – Segment interested in being assured that:
e. Company will respond promptly
|1||5331||2004||Target refers to its customer as its "guest."|
|2||6021||1989||The National Westminster Bank pays customers $50 if they receive slow responses to loan applications and also gives customers $5 if an employee treats them rudely.|