customer satisfaction presentation
DESCRIPTION
Top 10 concepts on customer value, loyalty and satisfaction in powerpoint presentationTRANSCRIPT
1
CREATING CUSTOMER VALUE, SATISFACTION & LOYALTY
Mary Kristine P. AndradeAteneo Graduate School of Business
Top 10 Concepts
Outline: Creating customer value, satisfaction & loyalty by:
1. Understanding customer perceived value
2. Interpreting customer satisfaction
Outline: Creating customer value, satisfaction & loyalty by:
3. Monitoring satisfaction 4. Defining product and service quality5. Maximizing customer lifetime value
Outline: Creating customer value, satisfaction & loyalty by:
6. Using customer relationship management
7. Attracting and retaining customers
Outline: Creating customer value, satisfaction & loyalty by:
8. Building loyalty9. Creating customer databases10. Using data warehouses and
datamining
Customers are value maximizers
Choices and implications
VS.
Concept 1:
Understanding customer perceived value
SATISFACTION: Person’s feelings of pleasure or
disappointment “Branded customer experience”
Concept 2:
Interpreting customer satisfaction
Measure satisfaction: Customer satisfaction as
a marketing tool
Resolve customer complaints
Concept 3:
Monitoring satisfaction
Customer-centered Total quality: everyone’s job
Concept 4:
Defining product and service quality
Measure customer satisfaction: Customer profitability analysis Customer portfolios
Concept 5:
Maximizing customer lifetime value
One-to-one marketing Identify prospects Differentiate Interact with individual
customers Customize offers
Concept 6:
Using customer relationship management
Reducing defection ASK: Am I spending
more trying to run after this lost customer than what he can actually contribute to my profits?
Retention dynamics
Concept 7:
Attracting and retaining customers
Interact with customers Develop loyalty programs Personalize marketing
Concept 8:
Building loyalty
Mailing list Business database
Concept 9:
Creating customer databases
USES: To identify prospects Which customers to
accept a particular offer Deepen customer loyalty Reactivate customer
purchases Avoid serious customer
mistakes
Concept 10:
Using data warehouses and datamining
Summary:Achieve satisfaction & loyalty by:
Understanding and monitoring Customer perceived value Customer satisfaction Product and service quality Customer lifetime value
Summary: Achieve customer value, satisfaction & loyalty by:
Building up on: Customer relationship
management Customer loyalty Customer databases Data warehouses and
datamining
My Conclusion:
Attract and retain loyal and satisfied customers
by giving them VALUE and
QUALITY CHOICES and
building RELATIONSHIPS.
THANK YOU!