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

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What are they ? & How can companies deliver them ?

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

What are they ?

&

How can companies deliver them ?

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

“PROFIT

CENTER” CUSTOMER

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

Modern Customer Oriented Company

CUSTOMER

FRONTLINE PEOPLE

MIDDLE MANAGEMENT

TOP MANAG- EMENT

Page 4: What are customer value, satisfaction & loyalty, and how can companies deliver them
Page 5: What are customer value, satisfaction & loyalty, and how can companies deliver them

Total Customer

Benefit

Product

Services

Personnel

Image

Customer Perceived

Value

Total Customer

Cost

Monetary

Time

Energy

Psychological

Page 6: What are customer value, satisfaction & loyalty, and how can companies deliver them
Page 7: What are customer value, satisfaction & loyalty, and how can companies deliver them

What is a

company’s AIM ?

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

If the product’s

performance

exceeds

expectations, the

customer is delighted,

and spreads good

word of mouth

Page 9: What are customer value, satisfaction & loyalty, and how can companies deliver them
Page 10: What are customer value, satisfaction & loyalty, and how can companies deliver them
Page 11: What are customer value, satisfaction & loyalty, and how can companies deliver them

PERIODIC SURVEYS

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

CUSTOMER

COMPLAINTS

Page 13: What are customer value, satisfaction & loyalty, and how can companies deliver them
Page 14: What are customer value, satisfaction & loyalty, and how can companies deliver them
Page 15: What are customer value, satisfaction & loyalty, and how can companies deliver them

Created by Bhavnoor Singh, IITR, during a

marketing internship by Prof. Sameer Mathur, IIM Lucknow. (See www.IIMInternship.com ).

http://www.google.com/url?q=http://www.IIMInternship.com&sa=D&sntz=1&usg=AFQjCNFUonXVd-8K9LE3EyWz1vON5QbuLg

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

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