Airbnb established excellent rapport and trust with their customer base by providing an intimate experience for everyone. Customers have the ability to thoroughly research and know the people that they will be staying with. A positive or negative relationship is established before customer and provider ever come face to face. To reference material covered in chapter 2, a strong customer equity is created between company and customer and a customer provided with a positive experience is highly likely to remain a customer for Airbnb.
Chapter principles that I was able to identify throughout the video were the build up of customer loyalty (Ch. 2), application/identifying the five E’s of customer relationships (Ch. 2), and customer preferences …show more content…
Their products range from protein powders to women’s prenatal vitamins. 1st Phorm establishes a very strong trust with their customers in these three ways: the 110% guarantee, complete third party testing approvals on all products, and the customer service center is staffed completely with NASM certified employees. The 110% guarantee shows a huge amount of faith from company to product. If customers are not completely satisfied with their products 1st Phorm will not only refund you 100% of your money back but will add an additional 10% of sales price out of pocket to you as well. The supplement industry is not FDA regulated so historically speaking people have often been skeptical about many companies cheating them in turn for a higher profit margin (cheap ingredients, dosings, etc). 1st Phorm actually goes out of its way to have it’s products FDA regulated and third party tested which is actually quite costly to the business but assures the customer that the product is exactly what they think it is. NASM (National Academy of Sports Medicine) certified employees servicing customers ensures that you are not getting just some John Doe that doesn’t understand nutrition or supplements when you are having a problem. 1st Phorm is guaranteeing that if you have a problem of any kind with their products you will receive the …show more content…
GNC is perhaps one of the most well known nutritional retail stores in the US. In recent years GNC has taken a hit to its professional reputation for the very things that 1st Phorm so greatly protects against. GNC has been involved in several lawsuits regarding the authenticity of its company brand products and sales tactics. After a suspicious customer had multiple GNC brand products third party tested for the efficacy of the dosing of certain ingredients they found that not only were the products under-dosed but some products were completely absent of the listed ingredients. This still affects business to this day however GNC could apply for FDA regulation over its supplements and ensure customers of product quality. This practice seems to be too costly for the company though however and customer trust still teeters both sides of the fence which most certainly has negatively impacted
Chapter principles that I was able to identify throughout the video were the build up of customer loyalty (Ch. 2), application/identifying the five E’s of customer relationships (Ch. 2), and customer preferences …show more content…
Their products range from protein powders to women’s prenatal vitamins. 1st Phorm establishes a very strong trust with their customers in these three ways: the 110% guarantee, complete third party testing approvals on all products, and the customer service center is staffed completely with NASM certified employees. The 110% guarantee shows a huge amount of faith from company to product. If customers are not completely satisfied with their products 1st Phorm will not only refund you 100% of your money back but will add an additional 10% of sales price out of pocket to you as well. The supplement industry is not FDA regulated so historically speaking people have often been skeptical about many companies cheating them in turn for a higher profit margin (cheap ingredients, dosings, etc). 1st Phorm actually goes out of its way to have it’s products FDA regulated and third party tested which is actually quite costly to the business but assures the customer that the product is exactly what they think it is. NASM (National Academy of Sports Medicine) certified employees servicing customers ensures that you are not getting just some John Doe that doesn’t understand nutrition or supplements when you are having a problem. 1st Phorm is guaranteeing that if you have a problem of any kind with their products you will receive the …show more content…
GNC is perhaps one of the most well known nutritional retail stores in the US. In recent years GNC has taken a hit to its professional reputation for the very things that 1st Phorm so greatly protects against. GNC has been involved in several lawsuits regarding the authenticity of its company brand products and sales tactics. After a suspicious customer had multiple GNC brand products third party tested for the efficacy of the dosing of certain ingredients they found that not only were the products under-dosed but some products were completely absent of the listed ingredients. This still affects business to this day however GNC could apply for FDA regulation over its supplements and ensure customers of product quality. This practice seems to be too costly for the company though however and customer trust still teeters both sides of the fence which most certainly has negatively impacted