1. A. El-Ansary 2005 Adel I. El-Ansary Donna L. Harper Professor of Marketing Coggin College of Business 4567 St. Johns Bluff Road, South Jacksonville, FL 32224-2675 www.unf.edu/~aelansar/ email: aelansar@unf.edu www.unf.edu/~aelansar/

2. A. El-Ansary 2005 Foundations of Marketing Strategy Customer Company Competitors

3. A. El-Ansary 2005 Strategy Formulation Tier I : Marketing Strategies

4. A. El-Ansary 2005 Market Segmentation Consumer Behavior

5. A. El-Ansary 2005 Market Segmentation Consumer Behavior Targeting

6. A. El-Ansary 2005 Market Segmentation Consumer Behavior Targeting Offer Goods Services Experiences

7. A. El-Ansary 2005 Market Segmentation Consumer Behavior Targeting Differentiation Offer Goods Services Experiences

8. A. El-Ansary 2005 Market Segmentation Consumer Behavior Targeting Differentiation Competitors Offer Goods Services Experiences

9. A. El-Ansary 2005 Market Segmentation Consumer Behavior Targeting Offer Goods Services Experiences Differentiation Competitors Positioning

10. A. El-Ansary 2005 Branding Market Segmentation Consumer Behavior Targeting Offer Goods Services Experiences Differentiation Positioning Competitors

11. A. El-Ansary 2005 Strategy Implementation Tier II : Marketing Mix & Customer Relationship Management

12. A. El-Ansary 2005 SegmentationTargetingDifferentiationPositioning *IMCM: Integrated Marketing Communication Mix Product/ Service/ Experience BrandPriceDistribution IMCM* / Promotion CRM X X X X X X X X XX

13. A. El-Ansary 2005 Marketing Strategy A Focus on the Customer

14. A. El-Ansary 2005 Creating Customer Experience Antecedents Improve Productivity Structure Operations Strategy Create Customer Value Achieve Customer Satisfaction Engender Customer Loyalty Consequences

15. A. El-Ansary 2005 Creating Customer Experience Create Customer Value Customer Value = Benefit - Cost

16. A. El-Ansary 2005 Create Customer Value Creating Customer Experience Achieve Customer Satisfaction Customer Satisfaction = Expected Performance – Delivered Experience

17. A. El-Ansary 2005 Create Customer Value Achieve Customer Satisfaction Creating Customer Experience Engender Customer Loyalty Customer Loyalty

18. A. El-Ansary 2005 Antecedents

19. Creating Customer Experience Create Customer Value Achieve Customer Satisfaction Engender Customer Loyalty Antecedents Improve Productivity

20. A. El-Ansary 2005 Creating Customer Experience Antecedents Improve Productivity Structure Operations Create Customer Value Achieve Customer Satisfaction Engender Customer Loyalty Strategy

21. A. El-Ansary 2005 Antecedents of Positive Customer Experience E-Strategy E-Commerce Business Intelligence Supply Chain Management Customer Relationship Management Enterprise Resource Planning EfficiencyMarketing Strategy Strategy

22. A. El-Ansary 2005 Antecedents of Positive Customer Experience E-Strategy Segment Target Differentiate Position Marketing Strategy Effectiveness Target to segments Strategy

23. A. El-Ansary 2005 Antecedents of Positive Customer Experience Operations Manufacturing Management Marketing Management Human Resource Management Financial Management Strategic Profit Model Internal Marketing Outsourcing

24. A. El-Ansary 2005 Antecedents of Positive Customer Experience StructureLease or Buy? Strategic alliances Partnership Co-BrandingCo-Marketing

25. A. El-Ansary 2005 Consequences

26. Creating Customer Experience Create Customer Value Achieve Customer Satisfaction Engender Customer Loyalty Consequences TransactionsRelationships

27. A. El-Ansary 2005 Consequences of Customer Experience Profitability TransactionsRelationships Business Share Market Share

28. A. El-Ansary 2005 Creating Customer Experience Antecedents Improve Productivity Structure Operations Strategy Create Customer Value Achieve Customer Satisfaction Engender Customer Loyalty Consequences