Consumers benefit from search broker services Consumer trust can be leveraged across many product categories How will brick and mortar agents fare vs electronic agents?

Reputations can create value in B-to-B markets and support diversification Brands create more value if the products are frequently purchased and in high involvement categories

The wheel of retailing Gain entry with low prices Gain trust and loyalty Add offerings and raise prices Differentiate from new no-frills entrants

The fox case- Room for one more A number of changes make it easier to enter cheaper transmission technology more syndication more independent stations demographics makes the \young\niche larger The networks have a hard time defending

In a service company, important parts of the product are being designed by the front-liners every time they serve a customer They are uniquely positioned to read customer needs. You need to provide them with information(about costs)and incentives

Complaint management is an Investment Cost of customer acquisition vs retention Loyal Word of mouth(p positive or negative) Information for design changes Compensation may exceed price

15.834 Complaints Please read the package and think about Which replies are good and why? Which replies are bad and why? Is a reply always better than none? What do the companies get out of this?

Factors facilitating heads attack transparent performance and fashion cycles The same factors make defense arder

15.834 Mid-Course Feedback 03 More specificity on summary slides Lectures boring Case overlap Post lecture slides More videos

Price wars are bad, especially with high fixed costs. They reduce current profits and erode customers' perception of product quality. Price wars are not inevitable. For example, the French and the Germans fight every fifty years but not every year. But collusion is illegal