| Managing retention. | |
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MedLine Citation:
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PMID: 18453139 Owner: NLM Status: MEDLINE |
Abstract/OtherAbstract:
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To build this process it is necessary to consult customers for preferences, build familiarity and knowledge to build a relationship and conduct business in a customized fashion. The process takes every opportunity to build customer satisfaction with each customer contact. It is an important process to have, since customers today are more demanding, sophisticated, educated and comfortable speaking to the company as an equal (Belk, 2003). Customers have more customized expectations so they want to be reached as individuals (Raymond and Tanner, 1994). Also, a disproportionate search for new business is costly. The cost to cultivate new customers is more than maintaining existing customers (Cathcart, 1990). Other reasons that customer retention is necessary is because many unhappy customers will never buy again from a company that dissatisfied them and they will communicate their displeasure to other people. These dissatisfied customers may not even convey their displeasure but without saying anything just stop doing business with that company, which may keep them unaware for some time that there is any problem (Cathcart, 1990). |
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Authors:
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Tony Carter |
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Publication Detail:
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Type: Journal Article |
Journal Detail:
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Title: Journal of hospital marketing & public relations Volume: 18 ISSN: 1539-0942 ISO Abbreviation: J Hosp Mark Public Relations Publication Date: 2007 |
Date Detail:
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Created Date: 2008-05-05 Completed Date: 2008-05-16 Revised Date: - |
Medline Journal Info:
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Nlm Unique ID: 101121477 Medline TA: J Hosp Mark Public Relations Country: United States |
Other Details:
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Languages: eng Pagination: 89-112 Citation Subset: H |
Affiliation:
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School of Business, University of New Haven, West Haven, CT 06516, USA. |
Export Citation:
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APA/MLA Format Download EndNote Download BibTex |
| MeSH Terms | |
Descriptor/Qualifier:
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Communication Consumer Advocacy* Consumer Satisfaction* Efficiency, Organizational Humans Organizational Culture* Trust |
From MEDLINE®/PubMed®, a database of the U.S. National Library of Medicine
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