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Exploring Satisfaction And Retention Strategies For Generation Y Customers, Edmund Ehichioya Otaigbe
Exploring Satisfaction And Retention Strategies For Generation Y Customers, Edmund Ehichioya Otaigbe
Walden Dissertations and Doctoral Studies
Firms in the service industry have experienced a 15-30% drop in customer satisfaction ratings and an estimated $10 billion annually due to the unpredictable tendencies of one of the most significant and fastest growing consumer segments in the marketplace, Generation Y customers. The distinctive behavior of this sizeable generational cohort may be reshaping the business landscape of the 21st century regarding how consumers will relate to service providers in the future. Using the theory of customer satisfaction management system, the purpose of this multiple case study was to explore the customer satisfaction strategies that business leaders in southern Nigeria use …
Social Media Marketing Strategies Used By Small Retail Businesses, Rochelle Shivon Jordan
Social Media Marketing Strategies Used By Small Retail Businesses, Rochelle Shivon Jordan
Walden Dissertations and Doctoral Studies
Developing effective social media marketing (SMM) strategies to engage customers is a challenge for business leaders. The purpose of this multiple case study was to explore the SMM strategies used by small business retailers to engage customers. The conceptual framework for this study was Rogers's diffusion of innovations theory. Participants included 5 small business retailers who had been in business for at least 5 years, used effective SMM strategies to engage customers, and were located in the southwest region of the United States. Data were collected through semistructured, face-to-face interviews. Data analysis resulted in 3 emergent themes: (a) marketing strategies …