Marketing Day 4 - Marketing Day 4 14:07 Agenda Problems...

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Marketing Day 4 14:07 Agenda Problems with marketing Setting strategy Environmental scanning More problems of the marketing concept Passion for customers? What about employees? o To satisfy customers, you must satisfy employees Not much research has been done to link employee satisfaction to  customer satisfaction o Employee satisfaction-customer satisfaction-store performance (first  hypothesis) Looked at all of the questions of the customer satisfaction survey Customer service questions 32% Quality questions 36% Value questions 32% These factors are almost equal to each other for satisfaction Overall employee satisfaction influences customer satisfaction in  service factor only by a one point increase .1 point increase in customer satisfaction customer satisfaction  with service o 1% increase in annual store sales per square foot large increase
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This note was uploaded on 09/23/2009 for the course MARKETING 2400 taught by Professor Mclaughlin during the Fall '08 term at Cornell.

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Marketing Day 4 - Marketing Day 4 14:07 Agenda Problems...

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