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10 Tips for Handling Difficult Clients. As a business owner (yes, if you’re a freelancer you are, in fact, a business owner), challenging clients or difficult customers are part of the deal ...
Consumer behaviour is the study of individuals, groups, or organisations and all the activities associated with the purchase, use and disposal of goods and services. Consumer behaviour consists of how the consumer 's emotions, attitudes, and preferences affect buying behaviour. Consumer behaviour emerged in the 1940–1950s as a distinct sub ...
Customer Switching barriers – At times, it may be difficult or expensive for customers to switch providers, especially if they have to retrain employees or modify internal information systems. Indeed, switching costs are often intentionally made high in order to discourage customers from changing suppliers and adopting the technological ...
Service quality. Service quality ( SQ ), in its contemporary conceptualisation, is a comparison of perceived expectations (E) of a service with perceived performance (P), giving rise to the equation SQ = P − E. [1] This conceptualistion of service quality has its origins in the expectancy-disconfirmation paradigm. [2]
Economists and marketers use the Search, Experience, Credence (SEC) classification of goods and services, which is based on the ease or difficulty with which consumers can evaluate or obtain information. These days most economics and marketers treat the three classes of goods as a continuum. Archetypal goods are: [1] [2] [3] [4]
Customer attrition. Customer attrition, also known as customer churn, customer turnover, or customer defection, is the loss of clients or customers. Companies often use customer attrition analysis and customer attrition rates as one of their key business metrics (along with cash flow, EBITDA, etc.) because the cost of retaining an existing ...
A consumer complaint or customer complaint is "an expression of dissatisfaction on a consumer's behalf to a responsible party" (London, 1980). It can also be described in a positive sense as a report from a consumer providing documentation about a problem with a product or service.
This includes the identification of the customer's customers and assessing the risk levels associated with their activities. KYCC is a derivative of the standard KYC process that arose because of the growing risk of fraud obscured by second-tier business relationships (e.g. a customer's supplier). Know Your Business (KYB)