TOP 10 Learning Questions for Chapter 5: Creating Customer Value, Satisfaction, and Loyalty Cabunilas, Michelle M. 15 Apri...
1. It is the difference between the perspective customer’s evaluation of all the benefits and costs of an offering and per...
http://cabunilasmichelle.blogspot.com Kotler, Keller, Marketing Management, 13th ed. Customer  Perceived  Value Image  Ben...
1. It is the difference between the perspective customer’s evaluation of all the benefits and costs of an offering and per...
2. A person’s feelings of pleasure or disappointment that result from comparing a product’s perceived performance to their...
Concept 2:  Customer Satisfaction  http://cabunilasmichelle.blogspot.com Kotler, Keller, Marketing Management, 13th ed. A ...
2. A person’s feelings of pleasure or disappointment that result from comparing a product’s perceived performance to their...
3. Which among the five choices is not a measurement technique for customer satisfaction? <ul><li>Periodic Survey </li></u...
Concept 2:  Customer Satisfaction http://cabunilasmichelle.blogspot.com Kotler, Keller, Marketing Management, 13th ed. Mea...
3. Which among the five choices is not a measurement technique for customer satisfaction? <ul><li>Periodic Survey </li></u...
4. It is the total feature and characteristic of a product or service that has an ability to satisfy needs. <ul><li>Perfor...
Concept 3:  Product and Service Quality http://cabunilasmichelle.blogspot.com Kotler, Keller, Marketing Management, 13th e...
4. It is the total feature and characteristic of a product or service that has an ability to satisfy needs. <ul><li>Perfor...
5. It is the process of managing detailed information about individual customers & all customer  “touch point”  to maximiz...
Concept 5: Customer Relationship Management http://cabunilasmichelle.blogspot.com Kotler, Keller, Marketing Management, 13...
5. It is the process of managing detailed information about individual customers & all customer  “touch point”  to maximiz...
6. It is whre customer encounters the brand and product—from actual experience to personal or mass communications to casua...
Concept 5: Customer Relationship Management http://cabunilasmichelle.blogspot.com Kotler, Keller, Marketing Management, 13...
6. It is whre customer encounters the brand and product—from actual experience to personal or mass communications to casua...
7. It is the process of building, maintaining, and using customer databases to contact, transact, and build customer relat...
Concept 9: Database Marketing http://cabunilasmichelle.blogspot.com Kotler, Keller, Marketing Management, 13th ed. Collect...
7. It is the process of building, maintaining, and using customer databases to contact, transact, and build customer relat...
8. It is a collection of information about customers that is current, accessible, and actionable for marketing purposes. <...
Concept 9: Database Marketing http://cabunilasmichelle.blogspot.com Kotler, Keller, Marketing Management, 13th ed. Collect...
8. It is a collection of information about customers that is current, accessible, and actionable for marketing purposes. <...
9. Which among the five are the factors to increase customer value? <ul><li>Making Low Profit Customers more profitable </...
Concept 7:  Increase Customer Value http://cabunilasmichelle.blogspot.com Kotler, Keller, Marketing Management, 13th ed. R...
9. Which among the five are the factors to increase customer value? <ul><li>Making Low Profit Customers more profitable </...
10. Customer profit rate increase due to increased purchases, referrals, and price premiums and _____________. <ul><li>In-...
Concept 10: Customer Dev’t. Process and Retention <ul><li>Acquired new customers cost five times more than satisfying and ...
10. Customer profit rate increase due to increased purchases, referrals, and price premiums and _____________. <ul><li>In-...
TOP 10 Learning Questions for Chapter 5: Creating Customer Value, Satisfaction, and Loyalty Cabunilas, Michelle M. 15 Apri...
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  1. 1. TOP 10 Learning Questions for Chapter 5: Creating Customer Value, Satisfaction, and Loyalty Cabunilas, Michelle M. 15 April 2011 http://cabunilasmichelle.blogspot.com Kotler, Keller, Marketing Management, 13th ed.
  2. 2. 1. It is the difference between the perspective customer’s evaluation of all the benefits and costs of an offering and perceived alternatives. <ul><li>Total Customer Cost </li></ul><ul><li>Product Benefit </li></ul><ul><li>Total Customer Benefit </li></ul><ul><li>Customer Perceived Value </li></ul><ul><li>Image Benefit </li></ul>http://cabunilasmichelle.blogspot.com Kotler, Keller, Marketing Management, 13th ed.
  3. 3. http://cabunilasmichelle.blogspot.com Kotler, Keller, Marketing Management, 13th ed. Customer Perceived Value Image Benefit Psycho. Cost Concept 1: Customer Value, Satisfaction, and Loyalty Personal Benefit Energy Cost Services Benefit Time Cost Product Benefit Total Customer Banefit Monetary Cost Total Customer Cost Determinants Of Customer Perceived Value
  4. 4. 1. It is the difference between the perspective customer’s evaluation of all the benefits and costs of an offering and perceived alternatives. <ul><li>Total Customer Cost </li></ul><ul><li>Product Benefit </li></ul><ul><li>Total Customer Benefit </li></ul><ul><li>Customer Perceived Value </li></ul><ul><li>Image Benefit </li></ul>http://cabunilasmichelle.blogspot.com Kotler, Keller, Marketing Management, 13th ed.
  5. 5. 2. A person’s feelings of pleasure or disappointment that result from comparing a product’s perceived performance to their expectations. <ul><li>Satisfaction </li></ul><ul><li>Enthusiasm </li></ul><ul><li>Relief </li></ul><ul><li>Melancholy </li></ul><ul><li>Anxiety </li></ul>http://cabunilasmichelle.blogspot.com Kotler, Keller, Marketing Management, 13th ed.
  6. 6. Concept 2: Customer Satisfaction http://cabunilasmichelle.blogspot.com Kotler, Keller, Marketing Management, 13th ed. A person’s feelings of pleasure or disappointment that result from comparing a product’s perceived performance to their expectations. Customers
  7. 7. 2. A person’s feelings of pleasure or disappointment that result from comparing a product’s perceived performance to their expectations. <ul><li>Satisfaction </li></ul><ul><li>Enthusiasm </li></ul><ul><li>Relief </li></ul><ul><li>Melancholy </li></ul><ul><li>Anxiety </li></ul>http://cabunilasmichelle.blogspot.com Kotler, Keller, Marketing Management, 13th ed.
  8. 8. 3. Which among the five choices is not a measurement technique for customer satisfaction? <ul><li>Periodic Survey </li></ul><ul><li>Mystery Shopper </li></ul><ul><li>Loss Rate from Customer </li></ul><ul><li>One-to-one Marketing </li></ul><ul><li>Monitoring Performance </li></ul>http://cabunilasmichelle.blogspot.com Kotler, Keller, Marketing Management, 13th ed.
  9. 9. Concept 2: Customer Satisfaction http://cabunilasmichelle.blogspot.com Kotler, Keller, Marketing Management, 13th ed. Measurement Techniques for Customer Satisfaction: PERIODIC SURVEYS MYSTERY SHOPPER LOSS RATE FROM CUSTOMERS MONITORING PERFORMANCE
  10. 10. 3. Which among the five choices is not a measurement technique for customer satisfaction? <ul><li>Periodic Survey </li></ul><ul><li>Mystery Shopper </li></ul><ul><li>Loss Rate from Customer </li></ul><ul><li>One-to-one Marketing </li></ul><ul><li>Monitoring Performance </li></ul>http://cabunilasmichelle.blogspot.com Kotler, Keller, Marketing Management, 13th ed.
  11. 11. 4. It is the total feature and characteristic of a product or service that has an ability to satisfy needs. <ul><li>Performance </li></ul><ul><li>Marketing </li></ul><ul><li>Quality </li></ul><ul><li>Variation </li></ul><ul><li>None of the Above </li></ul>http://cabunilasmichelle.blogspot.com Kotler, Keller, Marketing Management, 13th ed.
  12. 12. Concept 3: Product and Service Quality http://cabunilasmichelle.blogspot.com Kotler, Keller, Marketing Management, 13th ed. WHAT IS Is the total feature and characteristic of a product or service that has an ability to satisfy needs .
  13. 13. 4. It is the total feature and characteristic of a product or service that has an ability to satisfy needs. <ul><li>Performance </li></ul><ul><li>Marketing </li></ul><ul><li>Quality </li></ul><ul><li>Variation </li></ul><ul><li>None of the Above </li></ul>http://cabunilasmichelle.blogspot.com Kotler, Keller, Marketing Management, 13th ed.
  14. 14. 5. It is the process of managing detailed information about individual customers & all customer “touch point” to maximize customer loyalty. <ul><li>Variation </li></ul><ul><li>Customer Relationship Management </li></ul><ul><li>Customizing </li></ul><ul><li>Differentiation </li></ul><ul><li>None of the Above </li></ul>http://cabunilasmichelle.blogspot.com Kotler, Keller, Marketing Management, 13th ed.
  15. 15. Concept 5: Customer Relationship Management http://cabunilasmichelle.blogspot.com Kotler, Keller, Marketing Management, 13th ed. Process of managing detailed information about individual customers & all customer “touch point” to maximize customer loyalty. Customer encounters the brand and product—from actual experience to personal or mass communications to casual observation.
  16. 16. 5. It is the process of managing detailed information about individual customers & all customer “touch point” to maximize customer loyalty. <ul><li>Variation </li></ul><ul><li>Customer Relationship Management </li></ul><ul><li>Customizing </li></ul><ul><li>Differentiation </li></ul><ul><li>None of the Above </li></ul>http://cabunilasmichelle.blogspot.com Kotler, Keller, Marketing Management, 13th ed.
  17. 17. 6. It is whre customer encounters the brand and product—from actual experience to personal or mass communications to casual observation. <ul><li>Database Marketing </li></ul><ul><li>CRM </li></ul><ul><li>One-to-one Marketing </li></ul><ul><li>Touch point </li></ul><ul><li>None of the Above </li></ul>http://cabunilasmichelle.blogspot.com Kotler, Keller, Marketing Management, 13th ed.
  18. 18. Concept 5: Customer Relationship Management http://cabunilasmichelle.blogspot.com Kotler, Keller, Marketing Management, 13th ed. Process of managing detailed information about individual customers & all customer “touch point” to maximize customer loyalty. Customer encounters the brand and product—from actual experience to personal or mass communications to casual observation.
  19. 19. 6. It is whre customer encounters the brand and product—from actual experience to personal or mass communications to casual observation. <ul><li>Database Marketing </li></ul><ul><li>CRM </li></ul><ul><li>One-to-one Marketing </li></ul><ul><li>Touch point </li></ul><ul><li>None of the Above </li></ul>http://cabunilasmichelle.blogspot.com Kotler, Keller, Marketing Management, 13th ed.
  20. 20. 7. It is the process of building, maintaining, and using customer databases to contact, transact, and build customer relationships. <ul><li>Database Marketing </li></ul><ul><li>Customer Database </li></ul><ul><li>Marketing </li></ul><ul><li>Retention </li></ul><ul><li>None of the Above </li></ul>http://cabunilasmichelle.blogspot.com Kotler, Keller, Marketing Management, 13th ed.
  21. 21. Concept 9: Database Marketing http://cabunilasmichelle.blogspot.com Kotler, Keller, Marketing Management, 13th ed. Collection of information about customers that is current, accessible, and actionable for marketing purposes. Process of building, maintaining, and using customer databases to contact, transact, and build customer relationships.
  22. 22. 7. It is the process of building, maintaining, and using customer databases to contact, transact, and build customer relationships. <ul><li>Database Marketing </li></ul><ul><li>Customer Database </li></ul><ul><li>Marketing </li></ul><ul><li>Retention </li></ul><ul><li>None of the Above </li></ul>http://cabunilasmichelle.blogspot.com Kotler, Keller, Marketing Management, 13th ed.
  23. 23. 8. It is a collection of information about customers that is current, accessible, and actionable for marketing purposes. <ul><li>Database Marketing </li></ul><ul><li>Customer Database </li></ul><ul><li>Marketing </li></ul><ul><li>Retention </li></ul><ul><li>None of the Above </li></ul>http://cabunilasmichelle.blogspot.com Kotler, Keller, Marketing Management, 13th ed.
  24. 24. Concept 9: Database Marketing http://cabunilasmichelle.blogspot.com Kotler, Keller, Marketing Management, 13th ed. Collection of information about customers that is current, accessible, and actionable for marketing purposes. Process of building, maintaining, and using customer databases to contact, transact, and build customer relationships.
  25. 25. 8. It is a collection of information about customers that is current, accessible, and actionable for marketing purposes. <ul><li>Database Marketing </li></ul><ul><li>Customer Database </li></ul><ul><li>Marketing </li></ul><ul><li>Retention </li></ul><ul><li>None of the Above </li></ul>http://cabunilasmichelle.blogspot.com Kotler, Keller, Marketing Management, 13th ed.
  26. 26. 9. Which among the five are the factors to increase customer value? <ul><li>Making Low Profit Customers more profitable </li></ul><ul><li>Increase Longevity of Customer Relationship </li></ul><ul><li>Reduce Customer Defection </li></ul><ul><li>A and C </li></ul><ul><li>A, B and C </li></ul>http://cabunilasmichelle.blogspot.com Kotler, Keller, Marketing Management, 13th ed.
  27. 27. Concept 7: Increase Customer Value http://cabunilasmichelle.blogspot.com Kotler, Keller, Marketing Management, 13th ed. REDUCE RATE OF CUSTOMER DEFECTION INCREASE LONGEVITY OF CUSTOMER REL. ENHANCING GROWTH POTENTIAL THROUGH “ SHARE OF WALLET”, CROSS-SELLING, AND UP-SELLING MAKING LOW-PROFIT CUSTOMERS MORE PROFITABLE FOCUSING DISPROPORTIONATE EFFORT ON HIGH-VALUE CUSTOMER
  28. 28. 9. Which among the five are the factors to increase customer value? <ul><li>Making Low Profit Customers more profitable </li></ul><ul><li>Increase Longevity of Customer Relationship </li></ul><ul><li>Reduce Customer Defection </li></ul><ul><li>A and C </li></ul><ul><li>A, B and C </li></ul>http://cabunilasmichelle.blogspot.com Kotler, Keller, Marketing Management, 13th ed.
  29. 29. 10. Customer profit rate increase due to increased purchases, referrals, and price premiums and _____________. <ul><li>In-active Customers </li></ul><ul><li>Reduced Operating Costs </li></ul><ul><li>Disqualified Prospects </li></ul><ul><li>Only A and C </li></ul><ul><li>None of the Above </li></ul>http://cabunilasmichelle.blogspot.com Kotler, Keller, Marketing Management, 13th ed.
  30. 30. Concept 10: Customer Dev’t. Process and Retention <ul><li>Acquired new customers cost five times more than satisfying and retaining current customers. </li></ul><ul><li>Average company loses 10% of its customer each year. </li></ul><ul><li>5% reduction in customer defect rate can increase profits by up to 85% </li></ul><ul><li>Customer profit rate increase due to increased purchases, referrals, and price premiums and reducedd operating costs. </li></ul>http://cabunilasmichelle.blogspot.com Kotler, Keller, Marketing Management, 13th ed.
  31. 31. 10. Customer profit rate increase due to increased purchases, referrals, and price premiums and _____________. <ul><li>In-active Customers </li></ul><ul><li>Reduced Operating Costs </li></ul><ul><li>Disqualified Prospects </li></ul><ul><li>Only A and C </li></ul><ul><li>None of the Above </li></ul>http://cabunilasmichelle.blogspot.com Kotler, Keller, Marketing Management, 13th ed.
  32. 32. TOP 10 Learning Questions for Chapter 5: Creating Customer Value, Satisfaction, and Loyalty Cabunilas, Michelle M. 15 April 2011 http://cabunilasmichelle.blogspot.com Kotler, Keller, Marketing Management, 13th ed.
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