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
Company Capability: Company capability that crosses all products
Reliability Leader: The company can be counted on to lead the industry in major aspects of Reliability- Segment interested in being assured that:
Product will be fixed promptly
| No. | SIC | Year | Note |
| 1 | 5731 | 1988 | Circuit City offers warehouse pricing, but service too. Stores are piled high with merchandise, and have service departments. |
| 2 | 5731 | 1994 | Radio Shack has begun to repair out-of-warranty consumer electronics. The new service, called the Repair Shop at Radio Shack will fix more than 40 brands of equipment from Apple to Zenith. |
| 3 | 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. |
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