What are customer value, satisfaction, and loyalty, and how can companies deliver them
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Transcript of What are customer value, satisfaction, and loyalty, and how can companies deliver them
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Successful marketers are those who carefully manage their customer base.
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Creating loyal customers is at the heart of every Business...
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Without Customers, you don’t have a Business
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CUSTOMER PERCEIVED
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How to explain customer’s aberrant choices?
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Proper Value Delivery system is to be maintained
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Comparison between product’s perceivedperformance to expectations is...
It is the ultimate GOAL!
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Monitoring Customer Satisfaction
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Customer satisfaction is not proportional to Customer loyalty
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Take regular Surveys...
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Addressing customer complaints
•Set up a 24*7 customer hotline•Contact the customer ASAP•Don’t blame the customer•Resolve the complaint swiftly
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•Carefully manage your customer base• Create loyal customers•No customers means no business•Deliver high customer value•Maintain proper value delivery system•Customer satisfaction is the ultimate goal•Take regular surveys•Address customer complaints
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Created by Jay Shivani, ISM Dhanbad, during an internship by Prof. Sameer Mathur, IIM Lucknow.www.IIMInternship.com