what are customer value, satisfaction and loyalty and how can companies deliver them
TRANSCRIPT
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BUILDING CUSTOMER VALUE, SATISFACTION AND LOYALTY….
HOW??
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aCreating loyal customers is the heart of every business
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a The only value your company will ever create is the value that comes
from customers
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a CUSTOMER PERCEIVED VALUE
Total customer
benefit
Total customer
cost
Customer Perceived
Value
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a
Customer Value AnalysisIdentify major attributes and
customer values
Assess their importance
Assess the company’s
and the competitors performance
Examine how the
customers rate the
performance
Monitor consumers value over
time
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a
Buyers operate under various constraints and occasionally make choices that give more weight to
their personal benefit.
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a
Delivering High Custom
er Value
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a LOYALTY
A deeply held commitment to repatronize a product or
a service in the future despite of efforts and situations having the
potential to cause switching behavior
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a
CUSTOMER SATISFACTION
When is a Customer Satisfied?
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a WHEN
ExPECTATION
=
PERFORMANCE
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a
Monitoring Satisfaction
A very important
step
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a
Periodic Surveys help in tracking customer satisfaction directly
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a
Customer Complaints
A single unhappy customer is not good
for the company,Consumer complaints
should be resolved swiftly and patiently
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a
Higher levels of quality results in
higher levels of customer satisfaction
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a
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Disclaimer
Created by Palak Goyal, IIT Kharagpur during an internship by Prof. Sameer Mathur, IIM Lucknow
IIMInternship.com