what are customer value, satisfaction, and loyalty, and how can companies deliver them?
TRANSCRIPT
CREATING CUSTOMER VALUE AND CUSTOMER
RELATIONSHIPS
What are Customer Value, Satisfaction and Loyalty and how can companies deliver them ?
Creating loyal customers is at the heart of every business.
The only value your company will ever create
is the value that comes from customers.
CUSTOMER PERCEIVED VALUE(CPV)It is the difference between the prospective customer evaluation of all the benefits and all the costs of an offering and the perceived alternatives.
DETERMINANTS OF CUSTOMER PERCEIVED VALUE
How to analyse the CUSTOMER VALUE
How to deliver high customer value ?
Value Proposition
Value Delivery System
CUSTOMER SATISFACTION
It is defined as the customer’s feeling of pleasure or disappointment that result from the comparing product’s perceived performance to expectations.
MONITORING SATISFACTION
Periodic Surveys can track customer satisfaction directly
Out of the Dissatisfied customers 25% of the time, only 5% Complain.
Customer Complaint should be resolve quickly and satisfactory
Setup a tollfree hotline to receive and act on customer complaints.
THANK YOU
Jaannasheen SinghIIT(BHU) VARANASI
13155043