MKT 500 Week 3 Discussion Unhappy Customers
Unhappy Customers - Watch the video, https://www.youtube.com/watch?v=5YGc4zOqozo&feature=youtu.be  and answer the following questions:
Question one
·        Watch the Unhappy Customer video case study. What is the most important element of this case study in terms of customer relationship management and the lifetime value of a customer?
Question two
·        Research the customer service policy of United Airlines at the time of this incident. Was the customer’s reaction justified? Provide a rationale for your answer.
Question three
·        Finally, if you were the CEO of United Airlines, what would your response have been.   Provide a rationale for your answer.
Â
Response to peerÂ
·        Read and respond to at least one (1) of your classmate’s posts
NEW DISCUSSION
Marketers -
We have been talking about customer service for most of the week. Let's make this more personal. Have you been an unhappy customer?
Question one:
Briefly describe a circumstance where you, as the customer, were not satisfied with your purchasing experience. Why were you not satisfied?
Question two:
What were your purchase expectation? How did this company's marketing material create these expectations?
Question three:
What, if anything, did the company do to make you a satisfied customer?
Question four:
Have you continued to purchase from this company? Why?
Answers
Status NEW
Posted 16 Sep 2019 11:09 AM
My Price 5.00
MKT----------- 50-----------0 W-----------eek----------- 3 -----------Dis-----------cus-----------sio-----------n U-----------nha-----------ppy----------- Cu-----------sto-----------mer-----------s -----------
Attachments
file 1568631903-MKT 500 Week 3 Discussion Unhappy Customers.docx preview (641 words )
M-----------KT -----------500----------- We-----------ek -----------3 D-----------isc-----------uss-----------ion----------- Un-----------hap-----------py -----------Cus-----------tom-----------ers-----------Â ----------- Un-----------hap-----------py -----------Cus-----------tom-----------ers-----------Â ------------ Wa-----------tch----------- th-----------e v-----------ide-----------o,Â----------- ht-----------tps-----------://-----------www-----------.yo-----------utu-----------be.-----------com-----------/wa-----------tch-----------?v=-----------5YG-----------c4z-----------Oqo-----------zo&-----------amp-----------;am-----------p;f-----------eat-----------ure-----------=yo-----------utu-----------.be-----------Â Â----------- an-----------d a-----------nsw-----------er -----------the----------- fo-----------llo-----------win-----------g q-----------ues-----------tio-----------ns:----------- Q-----------ues-----------tio-----------n o-----------ne ----------- Wa-----------tch----------- th-----------e U-----------nha-----------ppy----------- Cu-----------sto-----------mer----------- vi-----------deo----------- ca-----------se -----------stu-----------dy.-----------Â -----------Wha-----------t i-----------s t-----------he -----------mos-----------t i-----------mpo-----------rta-----------nt -----------ele-----------men-----------t o-----------f t-----------his----------- ca-----------se -----------stu-----------dy -----------in -----------ter-----------ms -----------of -----------cus-----------tom-----------er -----------rel-----------ati-----------ons-----------hip----------- ma-----------nag-----------eme-----------nt -----------and----------- th-----------e l-----------ife-----------tim-----------e v-----------alu-----------e o-----------f a----------- cu-----------sto-----------mer-----------? -----------Que-----------sti-----------on -----------two----------- R-----------ese-----------arc-----------h t-----------he -----------cus-----------tom-----------er
Not Rated(0)