Answered: Title: Know and Retain Your Customers…

Principles Of Marketing

17th Edition

ISBN:9780134492513

Author:Kotler, Philip, Armstrong, Gary (gary M.)

Publisher:Kotler, Philip, Armstrong, Gary (gary M.)

Chapter1: Marketing: Creating Customer Value And Engagement

Section: Chapter Questions

Problem 1.1DQ

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Title: Know and Retain Your Customers Competency: Define "relationship marketing" and explain the value of customers Herman Sanchez harvested eggplants from his farm. Since the general community quarantine is being Imposed, the movement of people is limited. Therefore, he decided to sell his product through online selling. He created his Facebook page and successfully sold his product in just one day. However, one of his customer posted in social media claiming that he was not satisfied of delivered product because half of it were rotten. Adonis is confident that all products he delivered are in good condition and felt bad and thinks that the pose is malicious just to destroy his business. Questions: 1.What is the possible impact of the feedback of Herman customer to his business? 2. Do you think Herman should mind the post even if he is confident that the claim is malicious? Why or why not? 3. What should Herman do to handle the situation?

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