what are customer value, satisfaction, and loyalty and how can companies deliver them?
TRANSCRIPT
![Page 1: What are customer value, satisfaction, and loyalty and how can companies deliver them?](https://reader036.vdocuments.us/reader036/viewer/2022081513/55cf37dcbb61ebd5308b4584/html5/thumbnails/1.jpg)
What are customer value, satisfaction, and loyalty?
How can companies deliver them?
![Page 2: What are customer value, satisfaction, and loyalty and how can companies deliver them?](https://reader036.vdocuments.us/reader036/viewer/2022081513/55cf37dcbb61ebd5308b4584/html5/thumbnails/2.jpg)
Creating loyal customers is at the heart of every business.
![Page 3: What are customer value, satisfaction, and loyalty and how can companies deliver them?](https://reader036.vdocuments.us/reader036/viewer/2022081513/55cf37dcbb61ebd5308b4584/html5/thumbnails/3.jpg)
![Page 4: What are customer value, satisfaction, and loyalty and how can companies deliver them?](https://reader036.vdocuments.us/reader036/viewer/2022081513/55cf37dcbb61ebd5308b4584/html5/thumbnails/4.jpg)
Customers today expect companies to do more than satisfying them.
They expect companies to listen and respond…!
![Page 5: What are customer value, satisfaction, and loyalty and how can companies deliver them?](https://reader036.vdocuments.us/reader036/viewer/2022081513/55cf37dcbb61ebd5308b4584/html5/thumbnails/5.jpg)
Consumer perceived value(CPV) = - CPV Benefits the customers
getTotal cost consumer
assumes
![Page 6: What are customer value, satisfaction, and loyalty and how can companies deliver them?](https://reader036.vdocuments.us/reader036/viewer/2022081513/55cf37dcbb61ebd5308b4584/html5/thumbnails/6.jpg)
Total customer cost
Buyers time
Energy
Psychological costs
![Page 7: What are customer value, satisfaction, and loyalty and how can companies deliver them?](https://reader036.vdocuments.us/reader036/viewer/2022081513/55cf37dcbb61ebd5308b4584/html5/thumbnails/7.jpg)
“The real price of anything is the toil and trouble in acquiring it”
![Page 8: What are customer value, satisfaction, and loyalty and how can companies deliver them?](https://reader036.vdocuments.us/reader036/viewer/2022081513/55cf37dcbb61ebd5308b4584/html5/thumbnails/8.jpg)
Total customer benefit
Total customer cost
![Page 9: What are customer value, satisfaction, and loyalty and how can companies deliver them?](https://reader036.vdocuments.us/reader036/viewer/2022081513/55cf37dcbb61ebd5308b4584/html5/thumbnails/9.jpg)
Conduct customer value analysis
![Page 10: What are customer value, satisfaction, and loyalty and how can companies deliver them?](https://reader036.vdocuments.us/reader036/viewer/2022081513/55cf37dcbb61ebd5308b4584/html5/thumbnails/10.jpg)
Identify what attributesCustomer look for.
1
![Page 11: What are customer value, satisfaction, and loyalty and how can companies deliver them?](https://reader036.vdocuments.us/reader036/viewer/2022081513/55cf37dcbb61ebd5308b4584/html5/thumbnails/11.jpg)
Make customers rate different attributes and benefits
2
![Page 12: What are customer value, satisfaction, and loyalty and how can companies deliver them?](https://reader036.vdocuments.us/reader036/viewer/2022081513/55cf37dcbb61ebd5308b4584/html5/thumbnails/12.jpg)
Asess company’s and competers performace
3
![Page 13: What are customer value, satisfaction, and loyalty and how can companies deliver them?](https://reader036.vdocuments.us/reader036/viewer/2022081513/55cf37dcbb61ebd5308b4584/html5/thumbnails/13.jpg)
Examine how customers rate
4
![Page 14: What are customer value, satisfaction, and loyalty and how can companies deliver them?](https://reader036.vdocuments.us/reader036/viewer/2022081513/55cf37dcbb61ebd5308b4584/html5/thumbnails/14.jpg)
Monitor customers value over time
5
![Page 15: What are customer value, satisfaction, and loyalty and how can companies deliver them?](https://reader036.vdocuments.us/reader036/viewer/2022081513/55cf37dcbb61ebd5308b4584/html5/thumbnails/15.jpg)
Deliver high customer value
![Page 16: What are customer value, satisfaction, and loyalty and how can companies deliver them?](https://reader036.vdocuments.us/reader036/viewer/2022081513/55cf37dcbb61ebd5308b4584/html5/thumbnails/16.jpg)
Satisfaction
Performance
Expectations
![Page 17: What are customer value, satisfaction, and loyalty and how can companies deliver them?](https://reader036.vdocuments.us/reader036/viewer/2022081513/55cf37dcbb61ebd5308b4584/html5/thumbnails/17.jpg)
Successful companies raise expectations and deliver performances to match
![Page 18: What are customer value, satisfaction, and loyalty and how can companies deliver them?](https://reader036.vdocuments.us/reader036/viewer/2022081513/55cf37dcbb61ebd5308b4584/html5/thumbnails/18.jpg)
Customer satisfaction
Loyalty
![Page 19: What are customer value, satisfaction, and loyalty and how can companies deliver them?](https://reader036.vdocuments.us/reader036/viewer/2022081513/55cf37dcbb61ebd5308b4584/html5/thumbnails/19.jpg)
one question enough to asses customer satisfaction is…
How likely is it that you’d recommend our product to your colleague?
![Page 20: What are customer value, satisfaction, and loyalty and how can companies deliver them?](https://reader036.vdocuments.us/reader036/viewer/2022081513/55cf37dcbb61ebd5308b4584/html5/thumbnails/20.jpg)
Make it easy to complain…!
![Page 21: What are customer value, satisfaction, and loyalty and how can companies deliver them?](https://reader036.vdocuments.us/reader036/viewer/2022081513/55cf37dcbb61ebd5308b4584/html5/thumbnails/21.jpg)
USE
HOTLINE
![Page 22: What are customer value, satisfaction, and loyalty and how can companies deliver them?](https://reader036.vdocuments.us/reader036/viewer/2022081513/55cf37dcbb61ebd5308b4584/html5/thumbnails/22.jpg)
Contact the customer ASAP
![Page 23: What are customer value, satisfaction, and loyalty and how can companies deliver them?](https://reader036.vdocuments.us/reader036/viewer/2022081513/55cf37dcbb61ebd5308b4584/html5/thumbnails/23.jpg)
Don’t Blame the customer
![Page 24: What are customer value, satisfaction, and loyalty and how can companies deliver them?](https://reader036.vdocuments.us/reader036/viewer/2022081513/55cf37dcbb61ebd5308b4584/html5/thumbnails/24.jpg)
Hire efficient people
![Page 25: What are customer value, satisfaction, and loyalty and how can companies deliver them?](https://reader036.vdocuments.us/reader036/viewer/2022081513/55cf37dcbb61ebd5308b4584/html5/thumbnails/25.jpg)
Resolve the problem swiftly
![Page 26: What are customer value, satisfaction, and loyalty and how can companies deliver them?](https://reader036.vdocuments.us/reader036/viewer/2022081513/55cf37dcbb61ebd5308b4584/html5/thumbnails/26.jpg)
“A seller has delivered quality if the product exceeds the customer expectations”
![Page 27: What are customer value, satisfaction, and loyalty and how can companies deliver them?](https://reader036.vdocuments.us/reader036/viewer/2022081513/55cf37dcbb61ebd5308b4584/html5/thumbnails/27.jpg)
These slides were Created by V.Sushmitha Reddy, IIITD&M Kancheepuram, during an internship byprof. Sameer Mathur, IIM Lucknow.www.IIMInternship.com