This study is about Skrädderiverkstan, a small tailoring company in Gothenburg. The study examines how this company can create a stronger brand for themselves in Gothenburg and how they can attract more Customers but still keep the regulare ones.A survey was handed out and answered by the companys Customers to see how they perceive the company and their tailoring services. This study showed that the Customers are very happy with the company but some Customers are not satisfied. The conclusion is that the company must take care of these dissatisfied Customers and listen to their arguments since dissatisfied Customers can create a badwill but mouth-to-mouth. A few of the recommendations made is to make the waiting area more pleasurable for Customers and making it easier for the Customers to find the tailoring company..

Over the last couple of years the airline business has gone through some turbulent changes, which has meant that customer loyalty has been affected. It?s no longer certain how or why Customers are loyal to an airline, although the companies now use more and more complicated loyalty programs to keep their Customers.The purpose of this essay has therefore been to examine what makes Customers loyal to a service business, and what is the extent of their loyalty.To be able to answer these questions, a survey about costumers loyalty were accomplished. The results we received show that availability is the most significant issue for Customers of SAS, and satisfaction is the minimum requirement for the customer. But to be able to attract loyal Customers the airline has to offer them more..

Through interaction with Customers, companies can acquire knowledge about- and satisfy the needs of Customers. In retailing, the ranges of products are standardized and staffing numbers are scarce. How do companies in retailing deal with adaptation towards their Customers given the small staffing numbers? The purpose of this study is to examine if and if so, how companies in the Swedish retailing industry are making adaptations towards their Customers and also why these adaptations are being made. To answer this purpose, observations in the retailing industry are conducted and the results show that companies adapt to Customers? needs.

The competitive environment forces companies to find new ways to meet their Customers? needs and satisfy their wants. Companies have to get to know their Customers and therefore they collect more and more information about them. The purpose of this study was to examine how convenience stores use customer information. To meet this case study?s purpose two interviews were carried out at both a central level as well as a local level at the studied company.

Our purpose with this study was to look at the pawnbrokers role in the Swedish welfare state from the Customers perspective. Our purpose was also to see how the Customers used the loan. We wondered why people used the pawnbroker's and how the pawnbroker's could be understood as a providing alternative related to the three spheres state, market and family? Above looking at previous science we also did three interviews with people who worked at a pawnshop, a budgetadvisor and a smaller investigation with Customers of a pawnshop.We came to the conclusion that the customer needed the money from the loan to buy food in many cases, according to the investigation we did with the Customers. According to the employees the Customers needed the money for different things, such as paying the bills or unexpected expenses.

What is customer satisfaction and when does it occur? Microsoft?s Customers and partners state that product quality is the strongest driver for customer satisfaction. To be able to increase customer satisfaction Microsoft must know how their partners and Customers define product quality. This study investigates product quality in general terms but also in the context of the product Microsoft Dynamics CRM in addition to experience from some of Microsoft?s Customers and partners.

Sustainability is today a current topic and companies are more or less forced to work with it even though it contradicts the historical role of companies, which is to generate a profit for shareholders. In recent years there has been a rising interest from banks to work with sustainability but research has shown a growing dissatisfaction among Customers even though banks are spending a lot of money and time working with sustainability. This shows that there is an asymmetry between how the banks act and what their Customers demand. The purpose of this paper is to create an understanding of how business Customers perceive banks´ CSR-reports by investigating Customers? interest in these reports.

In 1996, the Swedish government deregulated the Swedish electricity market. As a consequence of the deregulation, Swedish Customers could start to freely choose between different electricity companies. Different enterprises have tried various strategies in order to shape their image to attract new Customers; often focusing on an image revolving around price and environmental friendliness.The purpose of this essay has been to analyze Customers? relations to the electricity market. In order to analyze Customers? relations a quantitative study has been conducted; focusing on customer satisfaction and customer commitment.

In 1996, the Swedish government deregulated the Swedish electricity market. As a consequence of the deregulation, Swedish Customers could start to freely choose between different electricity companies. Different enterprises have tried various strategies in order to shape their image to attract new Customers; often focusing on an image revolving around price and environmental friendliness.The purpose of this essay has been to analyze Customers? relations to the electricity market. In order to analyze Customers? relations a quantitative study has been conducted; focusing on customer satisfaction and customer commitment.

This report is focused on a research to find out if the Customer Relation Management (CRM) of Quicknet AB works and if their Customers are satisfied with it. During this investigation I tried to see if the Customers had a need for taking the CRM and use a tool called Social CRM. The report will conclude if the clients of Quicknet think that there is something that can be done in the relation between both parts and how it can be improved. At the same time I am going to build an application which relates to the problems of this report.To solve the problem I am going to do a survey which will include the CRM and also try to find out if the Customers of Quicknet share the same thoughts about having a Social Customer Relation Management. Also if this survey shows what the Customers think about the CRM, it could improve the relation between Quicknet and themselves. The result from the survey showed two things.

The purpose of this thesis was to look into how event management companies got knowledge about their Customers? expectations and how they are influenced by these expectations. A case study was conducted based upon interviews with two employees from two companies that are in the business. The study has shown that event management companies do try to get awarness about their Customers' expectations, especially by listening and discussing with the customer. Personal contact is an efficient way of communicating and a way to avoid misunderstandings, which is a common mistake when Customers' expectations are not met.

The competition has increased with the establishment of the new banks and the credit institutes taking on the market, the big banks are no longer alone on the market.In speed with the increased range, have also the marketing and the recruit of new bank Customers become more driven.Bank Customers with lacks in the Swedish language, is a segment with potential which doesn?t get used by the banks and in turn of that the bank Customers doesn?t get their needs satisfied.The purpose with this survey was to analyze if the four largest banks, Föreningssparbanken, Handelsbanken, Nordea and SEB had prepared strategies that were directed to bank Customers with lacks in the Swedish language. In those cases the banks had strategies, respective measures were presented.Furthermore the bank Customers with lacks in the Swedish language were studied if they experienced that the banks were using measures to satisfy their language needs in contact with the banks and presented the benefit of them.The information about the banks strategies was assembled through interviews with persons from each bank. The bank Customers experience was assembled through a questionnaire survey.The result showed that the banks hade different strategies for reaching out to these Customers, it was from showing understanding to multicultural offices. Half of the Customers appreciated that the banks pressured themselves for them by being patient, explained the services and in some cases had staff that could several language.

This thesis was performed at Scania?s purchasing department of non-automotive products inSödertälje, Sweden during spring 2007. The management of the purchasing department ofnon-automotive products believe that their internal Customers might not have fullunderstanding of what the purchasing department does. This is a problem because the internalCustomers might not use the contracts negotiated by the purchasing department or they mightnot involve the purchasing department when making purchases.The purpose of this thesis is to examine if and how the internal Customers? perception deviatesfrom the purchasing department?s perception regarding the task of the purchasing department.And also to create a communication package with the purpose of increasing the internalCustomers understanding of what the purchasing department does.

It has been found that Customers in the home market perceive the retailer?s store image more positively than Customers in the host market, even though this study has found that theretailer?s store image is generally perceived very positively by Customers in both examined markets. In addition, this thesis has found that there is a significant difference in how IKEA?smanagement and Customers perceive its store image. It can also be concluded that IKEA management perceived store image more positively than Customers.

Customer information is to be seen as an essential part in service development. The company should be aware of how their Customers experience their services. The company can get access to customer information through complaints from their Customers. All information obtained from the Customers is not possible to use when developing new and existing services. The information has to be analysed before it is possible to use it for service development.This paper describes if Scandinavian Airlines (SAS) uses their Customers as a source of knowledge when developing new and existing services and in that case how.