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Internal Marketing
 

Internal Marketing

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Group Project. Presentation and Analysis presented prepared by Lawrence Samuels

Group Project. Presentation and Analysis presented prepared by Lawrence Samuels

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    Internal Marketing Internal Marketing Presentation Transcript

    • Enterprise Rent-A-Car
      Enterprise Holdings
      US – Canada - UK - Ireland - Germany
      Prepared By: Lawrence Samuels, Erin McCormick, & Sarah Fogle
      University Of Colorado College of Business: Service Marketing Audit
    • Agenda
      Description of Value added Service
      History
      Key Concepts and Learning
      Recommendations
      and
      Implementations
      Performance
      Challenges For Services
      Bibliography“A Special Thanks”
    • Description of Value Added Service
      History
    • Key Course Concepts
      • Service differentiation
      • Relationship Marketing for internal and external Customers
      • Service Profit Chain
      • Value Equation
    • Challenges for Services
      Value = Solution + Good Feelings
      Price + Hassle
    • Our brand are most valuable things we own
      Customer service is our way of life
      Values
      Do you speak the customers language?
      • We strengthen our communities, one neighborhood at a time our doors are open
      Do you put the customer first ?
      • Great things happen when you listen to our customers and each other
      Hiring and Recruitment
      Enterprise Service Quality Index
      Training and Feedback
      Annual Reviews
      Mystery Callers
      Digital Records
      Measuring Performance
    • It’s Back
      Implementations
      Recommendations
      Keep records for 3 years
      Integrate Technology in cars to enhance services
      Green Promotions
      Seasonal and Occasional Promotions
      Extend their service settings
      • Service Setting Extension
      • Mailings at end of record disposal
      • CRM- Sophisticated Marketing in Vehicles
      • Training toward Service Recovery and Practices.
      • Improve Service Encounters
    • Bibliography: “Special Thanks”
      A special thanks to:
      Business Week, St. Louis Business Journal, Wall Street Journal,
      CNN Money, and Fortune for various articles
      Kirk Kazanjian for the book “Exceeding Customer Expectations”
      Enterprise Holdings Publications
      Valarie Zeithaml writer of text book
      Thanks again,
      to Enterprise for providing us with this learning experience –
      opportunity to research such a successful company.