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Top10 concepts on customer value, satisfaction and loyalty in powerpoint presentation, using visuals
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CREATING CUSTOMER VALUE, SATISFACTION & LOYALTY
Mary Kristine P. AndradeAteneo Graduate School of Business
Top 10 Concepts
Visual Model
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
Companies think how to make a customer happy
Companies take the pulse of the market
Create and offer options that give value to market preferences
Customer chooses what makes him happy
Happy customers become loyal
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A happy, loyal customer = marketing tool
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More customers = more preferences
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Do data mining to create mailing lists and databases
From these data: enhance old offerings and create new options
More satisfied customers: more marketing tools and more data to study
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SUMMARY: It’s a cycle
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.
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CREATING CUSTOMER VALUE, SATISFACTION & LOYALTY
Mary Kristine P. AndradeAteneo Graduate School of Business
Top 10 Concepts
Visual Model