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1. what are customer value, satisfaction, and loyalty, and how can companies deliver them

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Customer Value, Satisfaction & Loyalty

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Page 1: 1. what are customer value, satisfaction, and loyalty, and how can companies deliver them

Customer Value, Satisfaction & Loyalty

Page 2: 1. what are customer value, satisfaction, and loyalty, and how can companies deliver them

Without customers,you don’t have a business

Page 3: 1. what are customer value, satisfaction, and loyalty, and how can companies deliver them
Page 4: 1. what are customer value, satisfaction, and loyalty, and how can companies deliver them

CPV = Total Benefits – Total CostCustomer Perceived

ValueMonetary Time Energy

PsychologicalProduct Services Personnel Image

Deliver a high value

Page 5: 1. what are customer value, satisfaction, and loyalty, and how can companies deliver them

what he buys what he expects

CPV > Expectations Satisfaction

Page 6: 1. what are customer value, satisfaction, and loyalty, and how can companies deliver them
Page 7: 1. what are customer value, satisfaction, and loyalty, and how can companies deliver them

Top 20% of customers account for 80% of revenue

Page 8: 1. what are customer value, satisfaction, and loyalty, and how can companies deliver them

But satisfaction does not always guarantee loyalty

Page 9: 1. what are customer value, satisfaction, and loyalty, and how can companies deliver them

Take regular feedback

Page 10: 1. what are customer value, satisfaction, and loyalty, and how can companies deliver them

Setup a friendly toll free 24x7 hotline

Page 11: 1. what are customer value, satisfaction, and loyalty, and how can companies deliver them

Only 5% complain if 25% are dissatisfied

Redressal of their complaints is of paramount importance

Page 12: 1. what are customer value, satisfaction, and loyalty, and how can companies deliver them

Contact the customer as soon as possible

Page 13: 1. what are customer value, satisfaction, and loyalty, and how can companies deliver them

Be accountable for the problem

Page 14: 1. what are customer value, satisfaction, and loyalty, and how can companies deliver them

Resolve the problem swiftly to the customer’s satisfaction

Page 15: 1. what are customer value, satisfaction, and loyalty, and how can companies deliver them
Page 16: 1. what are customer value, satisfaction, and loyalty, and how can companies deliver them

Thank YouCreated by Ashutosh Rungta, IIT Roorkee, during an internship by Prof. Sameer Mathur, IIM Lucknowwww.IIMInternship.com

References:All images have been taken from Google image search and do not violate any copyrights.


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