Customer Service Repeat customers are more profitable Why?

So Keep customers coming back How?

Better Service What is better service? How can a company provide better service?

Case Study Procter & Gamble #1 US maker of household products: –laundry and cleaning: Tide, Gain,... –paper goods: Luvs, Pampers, Bounty, Charmin, Tampax –beauty care: Pantene, Pert, Vidal Sassoon, Ivory, Oil of Olay, Noxema –food and beverages: Crisco, Folgers, Sunny Delight, Pringles –health care: Crest, Scope,Fixadent,Metamusil,Vicks, NyQuil –Iams premium pet food –PUR water filters.

P&G P&G developed olestra, a fat substitute used in snacks. produces the soap operas Guiding Light and As the World Turns. About half of P&G's sales come from outside the US.

Who Are P&G’s Customers?

Consumers What is customer service?

Wholesalers and Retailers What is customer service?

P&G Customer Service Perfect orders –The right goods –The right time –The right invoice Damaged goods program

Example Category management merchandising logistics information technology solid waste management

Examples point-of-sale scan data to determine how and when to replenish product consolidated ordering, receipt, and invoicing of multiple brands, harmonized payment terms, and reduced bracket pricing categories reduced unloading and put-away time

Examples Cont’d Efficient Consumer Response –Replenishment –Promotion –Introduction –Assortment short order cycle time