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.

2.
Emotional: Segment customers according to the personal emotional needs of the segment.

B. Needs to avoid sources of anxiety

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

No.	SIC	Year	Note
1	4513	2004	FedEx controls 39% of the U.S.-China express market compared with 29% of DHL which is part of Deutsche Post. The fact that FedEx owns and operates its own fleet of cargo planes gives it a clear advantage on DHL which has to buy cargo space in the belly of passenger planes and is therefore vulnerable to capacity crunches. FedEx may have an advantage over DHL and UPS because those companies rely on state-owned Chinese parcel carrier Sinotrans for local pickups and delivery, while FedEx has an exclusive relationship with Beijing based Da Tian which began in 1999.
2	5521	2004	A certified premium luxury sedan commands an average premium of $2,792 over an uncertified dealer-sold used car while a certified luxury SUV costs $2,401 more than its counterpart. The lowest premium is $623 for a certified standard compact sedan.
3	5699	2005	Limited develops its own design skills. It hired more product designers and reorganized so that brands could be handled centrally. Limited started to develop products more quickly. The company also reorganized into three business groups: beauty and personal care, lingerie, and apparel.
4	6021	1996	By polling customers, NationsBank found that service was one of its credit card's draws. So it installed a client-server network called FronTier. It's designed to help customer service reps answer questions faster. Before, reps had to go through 11 screens.
5	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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