Intermediary Purchasing from the Producer of the Product

Guarantee Steps: The Guarantee steps include the activities required for the Intermediary customer to keep the product or service in working order for the Final user. These activities include both problem assessment and correction.

2.
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	2389	2002	Levi's takes longer than its key competitors to develop and deliver its clothing to stores. Three years ago the company delivered 60% of its orders correctly and on time. Now that number tops 90%.
2	2834	1993	Perrigo's retail customers are very pleased with its service: "I can pick up the phone and talk to the people at Perrigo and say: I have a problem and need action within 24 hours. Things are on my desk immediately."
3	3571	1987	Apple makes its software developers conform to a single set of commands which means that once an operator masters those commands, it is relatively simple to learn another Macintosh software package. IBM imposes no such rules.
4	3674	2002	Equipment makers have struck back by claiming that the used equipment wouldn't work and the warranties were invalid.
5	8099	2003	Since its founding in 1981, American Healthways had worked in hospitals, managing the care of patients with long-term illnesses such as diabetes and congestive heart failure. It educates patients about their ailments, works out the best regimen to follow and makes sure patients stick to them. The company's products and services are designed to make people healthier. As a result, they're spending less money on health care. The hook for patients is long-term cost savings in addition to better health.

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