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

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

Page 2: What are customer value, satisfaction, and loyalty, and how can companies deliver them

Successful marketers are those who carefully manage their customer base.

Page 3: What are customer value, satisfaction, and loyalty, and how can companies deliver them

Page 4: What are customer value, satisfaction, and loyalty, and how can companies deliver them

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

Page 5: What are customer value, satisfaction, and loyalty, and how can companies deliver them

Page 6: What are customer value, satisfaction, and loyalty, and how can companies deliver them

Without Customers, you don’t have a Business

Page 7: What are customer value, satisfaction, and loyalty, and how can companies deliver them

CUSTOMER PERCEIVED

Page 8: What are customer value, satisfaction, and loyalty, and how can companies deliver them

Page 9: What are customer value, satisfaction, and loyalty, and how can companies deliver them

How to explain customer’s aberrant choices?

Page 10: What are customer value, satisfaction, and loyalty, and how can companies deliver them

Page 11: What are customer value, satisfaction, and loyalty, and how can companies deliver them

Page 12: What are customer value, satisfaction, and loyalty, and how can companies deliver them

Page 13: What are customer value, satisfaction, and loyalty, and how can companies deliver them

Page 14: What are customer value, satisfaction, and loyalty, and how can companies deliver them

Proper Value Delivery system is to be maintained

Page 15: What are customer value, satisfaction, and loyalty, and how can companies deliver them

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

It is the ultimate GOAL!

Page 16: What are customer value, satisfaction, and loyalty, and how can companies deliver them

Monitoring Customer Satisfaction

Page 17: What are customer value, satisfaction, and loyalty, and how can companies deliver them

Customer satisfaction is not proportional to Customer loyalty

Page 18: What are customer value, satisfaction, and loyalty, and how can companies deliver them

Take regular Surveys...

Page 19: What are customer value, satisfaction, and loyalty, and how can companies deliver them

Addressing customer complaints

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

Page 20: What are customer value, satisfaction, and loyalty, and how can companies deliver them

•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

Page 21: What are customer value, satisfaction, and loyalty, and how can companies deliver them

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

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