ECON344 Lecture Notes - Lecture 2: American Marketing Association, Customer Experience, Hamdi Ulukaya
18 Sep 2017
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Evolution of north american businesses: production era, sales era, marketing concept era (customer satisfaction and company goals, market orientation era. Customer satisfaction: match between customer expectations of the product and the products actual performance. Customer relationship management (crm: process of building and developing long term relationships with customers by delivering customer value and satisfaction. Interactive marketing: customer experience management era. Customer experience management (cem: social media marketing era. Six different orientations in the history of north american business: what type of value do rms such as walmart, starbucks and cntire offer their customers, pete"s frootique engages in cem activities to retain customers for life. Ethics and social responsibility: balancing the interests of different groups: ethics, social responsibility. Social media is changing the way we live and do business. Video case 1 - chobani: making greek yogurt a household name. From the information about chobani in the case.
