what are customer value, satisfaction, and loyalty, and how can companies deliver them?
TRANSCRIPT
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CREATING CUSTOMER VALUE AND CUSTOMER
RELATIONSHIPS
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What are Customer Value, Satisfaction and Loyalty and how can companies deliver them ?
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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.
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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.
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DETERMINANTS OF CUSTOMER PERCEIVED VALUE
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How to analyse the CUSTOMER VALUE
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How to deliver high customer value ?
Value Proposition
Value Delivery System
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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.
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MONITORING SATISFACTION
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Periodic Surveys can track customer satisfaction directly
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Out of the Dissatisfied customers 25% of the time, only 5% Complain.
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Customer Complaint should be resolve quickly and satisfactory
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Setup a tollfree hotline to receive and act on customer complaints.
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THANK YOU
Jaannasheen SinghIIT(BHU) VARANASI
13155043