, MNM3712 Assignment 1 (COMPLETE ANSWERS)
Semester 1 2025 - DUE 3 April 2025.
QUESTION 1
Refer to the 1st for Women case study in the case study book and the
profile of Ms Lebogang Mkhize on page 7 of this tutorial letter to
answer the question that follows. You can make your own assumptions
based on the 1st for Women case study, the South African insurance
industry, and the customer profile of Ms Lebogang Mkhize when you
answer the question.
Advise 1st for Women on two practical retention strategies it can use in
each stage of the relationship development ladder of loyalty to ensure
that a customer such as Ms Lebogang Mkhize, remains with the
company and progresses to the next stage of the relationship.
(2 marks per stage of the relationship ladder of loyalty)
[12]
Customer Retention, Satisfaction, and Expectation
Management: A Comprehensive Analysis
Introduction
Customer retention, satisfaction, and expectation
management are fundamental in fostering business
success across different industries. Whether in the
insurance, restaurant, or automotive sector, companies
must actively engage with customers to ensure long-term
loyalty and positive brand perception. This assessment
delves into three key business scenarios:
Semester 1 2025 - DUE 3 April 2025.
QUESTION 1
Refer to the 1st for Women case study in the case study book and the
profile of Ms Lebogang Mkhize on page 7 of this tutorial letter to
answer the question that follows. You can make your own assumptions
based on the 1st for Women case study, the South African insurance
industry, and the customer profile of Ms Lebogang Mkhize when you
answer the question.
Advise 1st for Women on two practical retention strategies it can use in
each stage of the relationship development ladder of loyalty to ensure
that a customer such as Ms Lebogang Mkhize, remains with the
company and progresses to the next stage of the relationship.
(2 marks per stage of the relationship ladder of loyalty)
[12]
Customer Retention, Satisfaction, and Expectation
Management: A Comprehensive Analysis
Introduction
Customer retention, satisfaction, and expectation
management are fundamental in fostering business
success across different industries. Whether in the
insurance, restaurant, or automotive sector, companies
must actively engage with customers to ensure long-term
loyalty and positive brand perception. This assessment
delves into three key business scenarios:
