Do you know what the customer you penalized yesterday is doing today? A pilot analysis

Article Abstract:

Customer penalty policies should be examined to assist companies in developing long lasting customer relationships. A study found that most customers believe penalty policies are unfair, will take their business to another company and will challenge the penalty.

United States, Statistical Data Included, Economic aspects, Penalties, Contractual, Contractual penalties

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Retaining and divesting customers: an exploratory study of right customers, "at-risk" right customers, and wrong customers

Article Abstract:

The article assesses the value of customers based on attribute satisfaction and overall satisfaction within the framework of the company's profitability and survival. Topics include behavioral patterns, switching intention, and demographic characteristics.

Methods, Client development, Customer relationship management

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Rethinking customer expectations of service quality: are call centers different?

Article Abstract:

Australian insurance and bank customers were surveyed to determine call center characteristics influencing service quality and customer orientation. Differences between predicted expectations and adequate expectations and their implications are discussed.

Australia, Marketing procedures, Quality Control Management, Customer Relations, Quality control, Call centers, Call centres

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