MARK 5320: Advanced Marketing Fundamentals

Chapter 14: Customer Satisfaction, Loyalty, and Empowerment

Contents

Page 1
Introduction
Learning Objectives

Page 2
Customer Communities
Influencer Panels

Page 3
Social Networking Sites and Other Social Media

Page 4
Loyalty Management
Behavioral Loyalty
Attitudinal Loyalty

Page 5
Loyalty Programs
The Positive Effects of Loyalty Programs
Criteria for Successful Loyalty Programs

Page 6
Customer Satisfaction
Customer Satisfaction Strategies
Measuring Customer Satisfaction
Complaint Management Strategies
Handling the Complaint Process

Page 7
Ethics, Laws, and Customer Empowerment
Legal Requirements
Warranties and Promises
Protecting Your Company

Content ©2015. All Rights Reserved.
Barbara Wooldridge, Ph.D.