Online businesses must establish a trustworthy brand to engender a comfort among customers, which paves the way to repeat business. OC Marketing Analytics founder, Ray Benedicktus has published three articles in A-level marketing research journals, two of which explore consumers’ online trust beliefs. These articles examine the effects of brand, physical store presence, customer ratings,..
I have recently witnessed several performance improvement opportunities, one of which is described in this week’s blog. A service policy failure resulted in directly observable negative financial impact for a chain of specialty retail stores. The service design and pricing gaff not only resulted in an experience that was not satisfactory for the consumer, but also a readily quantifiable loss of revenues and profits and poor brand management for the company. The issue is discussed first in terms of Value Perceptions and on 7/5 in terms of Customer Lifetime Value.