Which Features Increase Customer Retention?
This is just an excerpt. This case is about LEADERSHIP & MANAGING PEOPLE
PUBLICATION DATE: January 01, 2017
The features that keep consumers, the authors argue, might be various from the features that at first lure them. The design incorporates 3 kinds of information: the income increase due to the result the function has on bring in brand-new clients; the earnings increase due to the result the function has on maintaining existing clients; and the expenses associated with including the function. The photo altered when the authors changed from appearing at features that drew in visitors to features that kept them. The authors suggest that, although clients might have an excellent sense of the worth of some facilities former to utilizing them (such as in-room web), the worth of other features (such as bottled water or a fully equipped physical fitness center) might be more psychological or visceral, and they might affect the customer's assessment of the total service knowledge in a more holistic way. It's more difficult for both business and customers to forecast how visceral or psychological responses to features will impact future habits.
Related Case Solutions & Analyses:
Microsoft: Competing on Talent (A)
MICROSOFT’S ACQUISITION OF SKYPE
The InnoCar Project – Developing a Chip for the Future Automobile (B): Episode 1
Managing in the Talent Economy: The Football Model for Business
Rick Drumm (B)
The Power to Persuade (Abridged)
AMD Dresden: Copy Inexactly!
The Pebble Mine (A): Role Play
N12 Technologies: Building an Organization and Building a Business
Jay Winsten and the Designated Driver Campaign
