MarketingCS12 - BA 340 Principles of Marketing Heather...

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BA 340 Principles of Marketing Heather Bosner Bishop January 29, 2009 Case Study Chapter 2 (12 DrMarcus.com- Customer Vitamins and Supplements) Case overview : Dr. Marcus West has received a complaint from a customer, Rosanne Hester. Roseanne is a loyal customer of DrMarcus.com and was recently signed up for automatic refills on her vitamins and supplements after taking a survey and placing an order on the Dr. Marcus website that she says was unaware of and is not happy about. She is also displeased with the way a customer service representative, Skinner, handled her complaint and has asked for a free 90 day supply of her vitamins and supplements and for an apology from Skinner. She says she will stop doing business with DrMarcus.com and tell all of her friends about her negative experience if her request is not met. She is a loyal customer and spends almost $800 a year with the company and provided 7 referrals in the past 18 months. Skinner pointed out that the automatic refill program is largely successful
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MarketingCS12 - BA 340 Principles of Marketing Heather...

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