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

Successful marketers are those who carefully manage their customer base.

Creating loyal customers is at the heart of every Business...

Without Customers, you don’t have a Business

CUSTOMER PERCEIVED

How to explain customer’s aberrant choices?

Proper Value Delivery system is to be maintained

Comparison between product’s perceivedperformance to expectations is...

It is the ultimate GOAL!

Monitoring Customer Satisfaction

Customer satisfaction is not proportional to Customer loyalty

Take regular Surveys...

Addressing customer complaints

•Set up a 24*7 customer hotline•Contact the customer ASAP•Don’t blame the customer•Resolve the complaint swiftly

•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

Created by Jay Shivani, ISM Dhanbad, during an internship by Prof. Sameer Mathur, IIM Lucknow.www.IIMInternship.com