Marketing and Customer Loyalty

The Extra Step Approach

Mauro Cavallone (Autor)

Buch | Hardcover

XI, 126 Seiten

2017 | 1st ed. 2017
Springer International Publishing (Verlag)
978-3-319-51990-6 (ISBN)

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This book analyzes the evolution of marketing and the ways in which marketing actions can be rendered more effective, before setting out a new approach to marketing, termed The Extra Step (TES) in recognition of the importance that it attributes to the final extra step in enhancing the effectiveness of marketing efforts. Readers will find clear description of the pathway from purchase to loyalty and the various means of developing customer loyalty. It is explained how the TES approach goes one step further by considering the consumer as a partner whose involvement during the production and fine tuning phase of products and services can help to increase the efficiency of customer loyalty actions implemented by companies. The theoretical analysis is supported by observations and empirical evidence relating to the concepts and benefits of the TES approach. These examples concern firms in Italy, Europe, and the United States, including insurance agencies, pharmaceutical companies and pharmacies, and food distribution companies. The TES approach is of wide relevance and especially valid for the service sector.

Mauro Cavallone began working at the University of Bergamo as an Assistant Professor after obtaining his first degree in Business Economics in 1980. Gradually, he went on to become Lecturer, Researcher, Associate Professor, and Director of the School of Management, a position in which he was in charge of coordinating postgraduate program activities. He is currently responsible for the “image and branding” of the university. His main research interests have always been customer relationship management, customer retention and satisfaction, and consumer behavior; this last aspect became a central theme of his work following his second degree in Sociology (1993). His professional experience has combined the academic and the business world. He worked for several companies over a period of nine years in Italy and also abroad, as a bank teller, in the foreign office, in the marketing department of First Pennsylvania Bank (Philadelphia), and as a sales and marketing manager in different sectors (mail order sales, electrical appliances, fashion). In 1990, he approached the consulting world and founded a company that is still active in the continuing education and training sector.

1 A brief history of Marketing - 65-years of journey from 1948 to 2013.- 2 Strategic action: four elements for increasing the effectiveness of marketing actions.- 3 TES marketing.- 4 The TES marketing mix.

Erscheinungsdatum	01.06.2017
Reihe/Serie	International Series in Advanced Management Studies
Zusatzinfo	XI, 126 p. 22 illus.
Verlagsort	Cham
Sprache	englisch
Maße	155 x 235 mm
Themenwelt	Geisteswissenschaften ► Psychologie ► Arbeits- und Organisationspsychologie
Themenwelt	Wirtschaft ► Betriebswirtschaft / Management ► Marketing / Vertrieb
Schlagworte	business and management • clientele performance • Consumer Behavior • Customer loyalty • Customer Relationship Management • Customer Services • customization • delivered mix • E-Commerce • marketing actions • Marketing strategies • offer and competitiveness • Sales and Marketing • TES marketing model • The Extra Step marketing approach
ISBN-10	3-319-51990-5 / 3319519905
ISBN-13	978-3-319-51990-6 / 9783319519906
Zustand	Neuware