Campbell – Ewald: R-E-S-P-E-C-T Spells Loyalty

1. Recap and Analyze the Relevant Facts - In the last twenty years there has been a disconnect between Customer Satisfaction and Customer Loyalty. For this reason Campbell-Ewald studied one aspect of the disconnection: Respect. This research resulted in the identification of Five People Principles:
• Appreciate me: Customers should feel appreciated.
• Intentions do not matter, but actions do: What a firm actually does is more important than what it says.
• Listen, then you will know what I said: Companies that truly listen to their customers have the ability to adjust their plans.
• It is about me, not about you: What the customer needs is more important that what firms needs.
• Admit it, you goofed!: The customer deserves an apology when the firm fails; even the failure is not the firm's fault.
SWOT Analysis

Root Problem: Published research indicates 60% of Customer Relationship Management (CMR) initiative does not......

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Title: Campbell Respect Spells Loyalty
Approximate Word Count: 448
Approximate Pages: 2 (250 words per double-spaced page)

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