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Block 3 - Building long term success - Coggle Diagram
Block 3 - Building long term success
Leadership and management
Person
Purpose
Position
Process
Result
Relationship marketing
Commitment, trust,communication
Service dominant logic
Customer value and customer satisfaction
Customer loyalty
Types of relationships
Benefits of relationship marketing
Business to Business
Defining relationship marketing
Transactional
Internal Marketing
The benefits
Voice to staff
Positive for relationship building with customers
Staff feedback
Improves productivity
Role and impact of staff
Critical service interactions
Negative perception
Vicious cycle
Positive perception
Virtuous cycle
Unfair customers
Improving performance
Match the performance against characteristics
Judge the importance against competitors
Judge the importance to customers
Politics of business
Managing the political context
Power vs interest
Political astuteness framework
Political context
Stakeholder analysis
Operational risk and resilience
Impact
Likelihood
Hazards
Managing risk
Crisis Management
Internally generated
Consumer brand saboteurss
externally generated
Employee brand saboteurs
Managing crises and issues
Importance of quality
Cost of quality
Quality assurance and quality control
Quality management
Quality systems
Quality and business sustainabilty
Quality control
Checklist
Cause and effect diagram
Pareto chart
Scatter diagram
Control chart
Histogram
Stratification
Giving workers the voice
Trade Unions
Why voice matters
Empowering workers