Consumer Behaviour

Kunal Narvekar
105
Risk Perception



Risk Perception
Uncertainity
Consequence
Under Deliver
Promise
Over Promise
Under Promise
Over Deliver
Deliver
Promise - Deliver
Under Promise- Over Deliver
Under Promise- Under Deliver
CUSTOMERISATION
CustomerLoyalty
Power of Human Touch points.
Service Super Service
Club Grand Executive, The Ritz-Carlton,
Bangalore


Club Grand Executive, The Ritz-Carlton,
Bangalore


Rs 27,500 / Night
Nexus
LEXUS LS- Hybrid
$ 120,060 only
References
Overpromise and Over-deliver: The Secrets of
Unshakable Customer Loyalty by Rick Barerra.
Unthinking by Harry Beckwith.
What's the Secret: To Providing a World-Class
Customer Experience by John R. DiJulius.
How to Succeed at Retail: Winning Case Studies
and Strategies for Retailers by Keith Lincoln, Lars
Thomassen.
Consumer Behaviour by Leon Schiffman.