1. What are customer value, satisfaction, loyalty, and how can companies deliver them
-
Upload
bhavnoor-singh -
Category
Marketing
-
view
187 -
download
1
Transcript of 1. What are customer value, satisfaction, loyalty, and how can companies deliver them
![Page 1: 1. What are customer value, satisfaction, loyalty, and how can companies deliver them](https://reader036.fdocuments.net/reader036/viewer/2022070509/58a29e6b1a28ab0d0a8b4b47/html5/thumbnails/1.jpg)
CUSTOMER VALUE, SATISFACTION & LOYALTYWhat are they ? &How can companies deliver them ?
![Page 2: 1. What are customer value, satisfaction, loyalty, and how can companies deliver them](https://reader036.fdocuments.net/reader036/viewer/2022070509/58a29e6b1a28ab0d0a8b4b47/html5/thumbnails/2.jpg)
Company’s only true “PROFIT CENTER” is the CUSTOMER
![Page 3: 1. What are customer value, satisfaction, loyalty, and how can companies deliver them](https://reader036.fdocuments.net/reader036/viewer/2022070509/58a29e6b1a28ab0d0a8b4b47/html5/thumbnails/3.jpg)
Modern Customer Oriented Company
CUSTOMER
FRONTLINE PEOPLE
MIDDLE MANAGEMENT
TOP
MANAG
-EMENT
C U S T O M E R S C U
S T O
M E
R S
![Page 4: 1. What are customer value, satisfaction, loyalty, and how can companies deliver them](https://reader036.fdocuments.net/reader036/viewer/2022070509/58a29e6b1a28ab0d0a8b4b47/html5/thumbnails/4.jpg)
CUSTOMER PERCEIVED VALUEIt’s the difference between the prospective customer’s evaluation of all the benefits and all the costs of an offering and the perceived alternatives
![Page 5: 1. What are customer value, satisfaction, loyalty, and how can companies deliver them](https://reader036.fdocuments.net/reader036/viewer/2022070509/58a29e6b1a28ab0d0a8b4b47/html5/thumbnails/5.jpg)
Total Customer
Benefit
Product
Services
Personnel
Image
Customer Perceived
Value
Total Customer
Cost
Monetary
Time
Energy
Psychological
![Page 6: 1. What are customer value, satisfaction, loyalty, and how can companies deliver them](https://reader036.fdocuments.net/reader036/viewer/2022070509/58a29e6b1a28ab0d0a8b4b47/html5/thumbnails/6.jpg)
WHAT IS SATISFACTION?It’s a persons feelings of pleasure or disappointment that results from comparing a product’s perceived performance to expectations
![Page 7: 1. What are customer value, satisfaction, loyalty, and how can companies deliver them](https://reader036.fdocuments.net/reader036/viewer/2022070509/58a29e6b1a28ab0d0a8b4b47/html5/thumbnails/7.jpg)
What is a company’s AIM ?
![Page 8: 1. What are customer value, satisfaction, loyalty, and how can companies deliver them](https://reader036.fdocuments.net/reader036/viewer/2022070509/58a29e6b1a28ab0d0a8b4b47/html5/thumbnails/8.jpg)
If the product’s performance exceeds expectations, the customer is delighted, and spreads good word of mouth
![Page 9: 1. What are customer value, satisfaction, loyalty, and how can companies deliver them](https://reader036.fdocuments.net/reader036/viewer/2022070509/58a29e6b1a28ab0d0a8b4b47/html5/thumbnails/9.jpg)
Example – Apple, the company, like today’s other successful companies, raises expectations and delivers performances to match
![Page 10: 1. What are customer value, satisfaction, loyalty, and how can companies deliver them](https://reader036.fdocuments.net/reader036/viewer/2022070509/58a29e6b1a28ab0d0a8b4b47/html5/thumbnails/10.jpg)
Companies Monitoring CUSTOMER Satisfaction
![Page 11: 1. What are customer value, satisfaction, loyalty, and how can companies deliver them](https://reader036.fdocuments.net/reader036/viewer/2022070509/58a29e6b1a28ab0d0a8b4b47/html5/thumbnails/11.jpg)
PERIODIC SURVEYS
![Page 12: 1. What are customer value, satisfaction, loyalty, and how can companies deliver them](https://reader036.fdocuments.net/reader036/viewer/2022070509/58a29e6b1a28ab0d0a8b4b47/html5/thumbnails/12.jpg)
CUSTOMER COMPLAINTS
![Page 13: 1. What are customer value, satisfaction, loyalty, and how can companies deliver them](https://reader036.fdocuments.net/reader036/viewer/2022070509/58a29e6b1a28ab0d0a8b4b47/html5/thumbnails/13.jpg)
WHAT IS LOYALTY ?
a deeply held commitment to re-buy or re-patronize a preferred product or service in the future
![Page 14: 1. What are customer value, satisfaction, loyalty, and how can companies deliver them](https://reader036.fdocuments.net/reader036/viewer/2022070509/58a29e6b1a28ab0d0a8b4b47/html5/thumbnails/14.jpg)