... offered either a free replacement book or $30 to customers whose books were deleted. © Emerald Group Publishing Limited 2013 Amazon.com Kindle Copyright Crisis response Corporate communications Apology Customer relations Copyright law If an apology comes with other forms...

...: pricing strategy; store name, logos, colors; and employees. Retailer product brands include: Brand management Market development Retailers Food products Supermarkets Ideology Ethics Quality management Sustainability Pricing Customer relations Business ethics Consumer behaviour...

... if they are to secure consumer trust. © Emerald Group Publishing Limited 2012 Social media Customer relations Communication When it comes to understanding what customers want from brands, the room for improvement is considerable. Some organizations remain arrogant in their belief that people use...

... best, most pertinent information and presenting it in a condensed and easy‐to‐digest format. © Emerald Group Publishing Limited 2012 Innovation Customer relations New product development Conventional wisdom has it that firms make products and consumers are passive recipients...

...F. Velarde Advertising Advertising agencies Advertising control Advertising effectiveness Advertising media Brand management Customer relations Customer requirements Customer satisfaction Customer services quality Customers Food industry Internet marketing Marketing models...

... © Emerald Group Publishing Limited 2011 --> Benchmarking Customer relations Customer satisfaction Customer services quality Organizations United Kingdom Article Type: Abstracts From: Strategic Direction, Volume 27, Issue 5 Petersen S. Quality World...

... behaviour Customer loyalty Customer orientation Customer relations Customer retention Economic depression Sales force We all know that when someone trots out the old saying “the customer is king” they are trying to convince us – if any convincing were necessary – that businesses rely...

...C. Bull © Emerald Group Publishing Limited 2010 --> Customer relations Case studies Intermediaries Article Type: Abstracts From: Strategic Direction, Volume 26, Issue 8 Bull C. International Journal of Information Management (UK), February 2010, Vol. 30...

... confrontational situations involving people from different cultural backgrounds. Fortunately, it is a minority of run‐ins with disgruntled customers which result in violent retribution. Unfortunately, there are countless ways that poor customer relations can result in a customer's annoyance being manifested...

... pertinent information and presenting it in a condensed and easy‐to‐digest format. © Emerald Group Publishing Limited 2009 Change management Marketing strategy Customer relations It is a tough time to be in marketing, and that is only partly due to the hurt caused by the current...

... minds in business win. © Emerald Group Publishing Limited 2009 Customer services quality Quality management Customer relations Communication technologies Bob Livingston formerly head of sales at Unilever's The Lipton Company, is the founder and CEO of REL Communications...

...L.A. Crosby © Emerald Group Publishing Limited 2008 --> Customer relations Marketing strategy Relationship marketing Article Type: Abstracts From: Strategic Direction, Volume 24, Issue 7. Crosby L.A., Carroll J. Marketing Management, January/February 2008, Vol...

...T. Tse © Emerald Group Publishing Limited 2007 --> Corporate strategy Customer relations Internet Strategic choice Reconsidering the source of value of e-business strategies Tse T.  Strategic Change, May 2007, Vol. 16 No. 3, Start page: 117, No. of pages...

... information and presenting it in a condensed and easy‐to‐digest format. © Emerald Group Publishing Limited 2007 Customer relations Customer service management What would you think if you entered your local supermarket one Friday night and encounter a display of disposable nappies...

... Group Publishing Limited 2006 Customer relations Customer service management Business development Accounts management Organizational change The creation of the mobile telecommunications industry in the 1990s has had a profound effect on a number of aspects of international business...

... it in a condensed and easy‐to‐digest format. © Emerald Group Publishing Limited 2006 Electronic commerce Retail management Mail‐order catalogues Home shopping Customer relations Consumer behaviour In a clever twist on the phrase “Shop till you drop”, Tesco, probably the UK's best‐known...

... – Shows how real options can be deployed in conjunction with traditional cash flow analysis to develop a more thorough method of building the business case for CRM investment. Style: Technical paperISSN: 0024-6301Reference: 34AW856 Keywords: Customer relations, Discounted cash flow, Investment...

... , A. and Kkolou , E. (2004), “ Case study: evaluating CRM to contribute to TQM improvement – a cross‐case comparison ”, The TQM Magazine , Vol. 16 No. 5 , pp. 314 ‐ 24 , ISSN: 0954‐478X. © Emerald Group Publishing Limited 2005 Customer relations Strategic management Balanced scorecard...

.... Originality/value Provides implementable strategies and practical thinking that has influenced some of the world's leading organizations. © Emerald Group Publishing Limited 2005 Customer profiling Customer relations Profit maximization Right, genuinely satisfied customers are less...

... to understand their customers first, they could have defined the most appropriate operational systems to introduce. But without those operational systems, they wouldn’t have had the data to make the analytics work. At least now they can make use of both at the same time.” Customer relations Marketing...