For many companies, the Internet has revolutionized the relationship they have with their customers concerning costumer service. The use of Information Technology in regard to Internet as a media has provided companies with the opportunity to build customer databases in order to target their customers individually. The airline industry was one of the first pioneers to use the full potential of Internet to improve customer relations and its profits which we aim to investigate in greater detail in our thesis.Our thesis answers the question on how Scandinavian Airlines' (SAS) Eurobonus department uses their website to create valuable and profitable relationships with SAS loyalty club members through direct marketing. In order to answer our research question, three key informants have been interviewed - each representing different sub departments at Eurobonus; service and support, IT and marketing. Our results were that the Eurobonus department use direct marketing methods by sending customized e-mail offerings to target specific customer, using their customer databases.

Background: It has been shown that companies that lived under protected conditions for a long time have had difficulties to adapt to major changes. With that in mind an even more extensive low-cost competition in the Swedish grocery market will make a threat for the traditional grocery stores' long-term survival. The question then becomes, which strategies will be successful and lead to higher Customer loyalty.Problem: Are the traditional grocery stores using strategies that can compete in addition to pricing and will those strategies lead to long-term survival?Objective: Is to analyse and evaluate two traditional grocery stores' strategies and to examine whether these are consistent with customer demand.Approach: First we have created a more fundamental understanding of the situation in the Swedish grocery market. Then we have implemented two interviews in each grocery store.

Relationship Marketing - will banks be able to handle higher consumer mobility in the private market?The purpose of this paper is to gain an understanding of the factors that affect Customer loyalty to the bank. Consumer mobility will probably increase as a result of political changes and pressures on the private banking market to become more competitive. This study was carried out using semi-structured interviews and were transcribed and analyzed with the help of models and theories centered on relationship marketing. The theories describe loyalty, the customer lifecycle and relationships between customers and organizations.

ABSTRACTInternet use in Sweden is among the highest in Europe. The increased availability and use of the Internet has changed people's behavior patterns. This, in turn, has made many companies choose to offer their products and services online. This means that there is less personal contact and that customer relations can be described as having gone from face-to-face to face-to-screen. Swedish banks have come a long way in terms of adapting its operations to customers? demand in a global environment that is digitizing at a rapid pace.

Abstract -                     Much better sauce! - A study of brand loyalty for Lohmanders Date:                             5th June 2013Level:                           Bachelor thesis in marketing, 15 ECTSInstitution:                   School of Economy, Society and Technology, EST                                      Mälardalen University Authors:                       Sara Meijer                               Julia Åberg                                      20th February 1990                   26th April 1990Title:                             Much better sauce! ? A study of brand loyalty for LohmandersTutor:                           Finn Wiedersheim-PaulKeywords:                   Brand, loyalty, consumer behaviorResearch questions:    Which significance has the brand for the consumer when buying fresh sauce?                                       How loyal are the consumers to the brand Lohmanders?                                      How does brand loyalty arise among Lohmanders customers?Purpose:                            The purpose with this thesis is to research consumer?s brand loyalty to fresh sauce and to analyze how brand loyalty arises regarding the brand Lohmanders.Method:                       The theoretical framework used in the study is based on theories of consumer behavior, brands and loyalty. The quantitative study consists of a poll. To complement the study a focus group interview and a company interview have been held.  Conclusion:                        The study showed that the brand has significance for the consumer to a certain extent. The brand can though have an unconscious effect on the consumers since most of the purchases are made by habit.

Marketing in a business-to-business environment differs from its counterpart in the business-to-consumer market. Where the latter focuses on customer satisfaction, the former is all about value. This value creates loyalty between seller and buyer. Creating loyalty is becoming more and more important in the media planning industry as fierce competition reduces profit margins. Value is created through selling what a client wants at an acceptable price.

The struggle for the customer has become a priority for the fashion industriesconsidering that it is the customers? willing to shop that guarantees theircontinuous survival on today?s competitive market. To keep the customer happyand satisfied, should be their priority as this leads to an economic advantagesince the customer becomes the companies strongest allay with help of the socalled ?word of mouth? effect. The positive response is then transmitted fromthe customer, acting as a spokes- person for the company.

This thesis studies public service social workers' opinions regarding their ability to act with moral courage as loyalty conflicts occur. The purpose of the thesis is to describe the social workers' experiences of their possibilities to stand up for what they believe in. We made qualitative interviews with five social workers in Stockholm. In an effort to pinpoint their experiences we asked them questions about what they want but cannot do and what is stop-ping them, what they do not want to do and why, aswell as what the possible solutions would be as loyalty conflicts occur. We were able to identify five different opinions on the organisa-tional cultures and how the employees' experience the extent of their actions.

The structures of organizations have gone through a dramatic change over the last years; as a result customer service is no longer a small side activity but a critical part in customer relationship management. Development in information technology has created opportunities as well as challenges for organizations when it comes to providing a customer service with capacity of sensing and responding to customers' needs. Previous research shows a relationship between customer response capability and customer knowledge processeses, this study investigates and confirms this relationship. However, findings show that dedication and understanding for customers needs has a direct impact on both customer response capability and customer knowledge processeses, this result indicates that customer knowledge processes and customer relationship management are difficult to differentiate. Furthermore, this study explores IT-related resources impact on customer response capability and customer knowledge processes.

Purpose: The purpose of this essay is to study how the hotel chain Radisson SAS works with prolonged customer relations with their business clients, with other words the clients that have business agreements with them.Methods: This study will contain an inductive approach and qualitative methods. The qualitative research method is in the shape of a deep interview with the sales manager of Radisson SAS and qualitative interviews of chosen business clients to the hotel.Results: The results of this investigation show that business clients are controlled by what kind of agreements their company has.The companies sign agreements with hotels and hotel chains that are able to satisfy big parts of their needs, if not all of them.With the help of flexible solutions, a well known brand, and good relations, Radisson SAS has made sure that their business clients have prolonged their agreements.They are a global hotel chain near transports, and business clients feel secure with Radisson SAS..

The aim of this thesis is to describe how service companies through adjustment of the customer?s zone of tolerance can influence customer?s perception of the service during the processes of service delivery and create customer satisfaction. The method used was case study approach utilizing personal interviews, which were conducted at two service companies. The study showed that the aspects of the service that have greatest importance for the customer?s assessment of the service and customer satisfaction among others are personal treatment and that personel behave in the way that makes the customer feel itself taken good care of and unique.

This thesis studies the customer relationships and customer accounting methods used by a Swedish fashion company. The aim is to test the empirical applicability of the relationship based framework developed by Lind and Strömsten and to explain potential differences between empirical observations and theory. The framework is based on the categorization of four customer relationship groups and the appropriate customer accounting methods to be used for each relationship. The fashion company, that recently assessed the profitability of its customer base in an aim to implement a new customer strategy, is the object of the qualitative case study. The case study reveals that all customer relationships are to be found at Whyred, except the connective customer relationship.

Background: Previous studies focused on Customer loyalty and customer satisfaction. But no studies focused on the interaction between the financial advisor and their client. Therefore we have chosen to focus on this knowledge gap.Purpose: The purpose of this thesis is to illustrate how the interaction between financial advisors and customers affect financial advisory in investment decision making.Method: The thesis philosophy was positivistic because patterns were found with help of a survey. Furthermore is the paper quantitative since the thesis is measurable and it try to explain the interaction between the financial advisors and the clients demographic characteristics and how it influence the financial advice Conclusion: The theories thin-slicing and similarity attraction paradigm may not apply to the interaction between financial advisor and client..

 In light of the resent surge in globalization, and the heightened competition that follows as a result of this, there has been an increase in the importance that is placed into understanding buyer behaviour. This increase has been seen since the realization that by building strong customer relationships it is much easier to reach these through the marketing communications that are put in effect. There are also a number of upsides to enlisting the customers at an early stage in product development, such as creating greater value and a stronger sense of involvement.Röhnisch is therefore trying to show a genuine interest in supplying the costumers needs as they adapt and evolve. In order to accomplish this strive towards gaining a deeper understanding into the thoughts and attitudes that precedes the buying behaviour they conduct regular surveys. To complement this, the purpose of this paper will be to determine the actual preferences and buying behaviour of the market segment that Röhnisch has chosen for themselves, and while doing so, keeping an emphasis on loyalty.

The main purpose of this study was to investigate which enter- and exit barriers that exist on the banking market for small enterprises located within the region of Gotland. The reason was to examine and identify which barriers that could affect the mobility among small enterprise bank customers on the bank market. To identify the barriers, the study was carried out partly by a quantitative survey with 33 small business owners respondents located at three different concentrated small enterprise areas within the region of Gotland. And partly by qualitative interviews that were conducted with two employees at Länsförsäkringar Gotland Bank.The result indicated that the enter barrier mostly depended on the aspect that business owners of small enterprises believed that bank switching were complicated. The business owners did also consider bank switching as time demanding.