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Chapter 5

Creating Long-term
Loyalty Relationship

Felipe R. Cabanero
Creating Long-term Loyalty
Relationship

Customers - are the only
reason why businessman
built factory, hire workers
and d...
Creating Long-term Loyalty
Relationship

_
Total Customer
benefits

=
Customer Cost

Customers
Perceived Value
Creating Long-term Loyalty
Relationship

Total Customer
Satisfaction

Maximize Sales
Creating Long-term Loyalty
Relationship

Miximizing
Customer
Lifetime Value

More Viability and
Competitiveness
Creating Long-term Loyalty
Relationship

Attracting and
Retaining Customers

Target

Aware Open to
trial

Trier
Recent Reg...
Creating Long-term Loyalty
Relationship

Maintain
Customer
Satisfaction
Creating Long-term Loyalty
Relationship
Creating Long-term Loyalty
Relationship
Creating Long-term Loyalty
Relationship
Creating Long-term Loyalty
Relationship
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Chapter 5 creating long term loyalty relationship felipe cabanero sss mmdp batch5 05 february 2014

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Transcript of "Chapter 5 creating long term loyalty relationship felipe cabanero sss mmdp batch5 05 february 2014"

  1. 1. Chapter 5 Creating Long-term Loyalty Relationship Felipe R. Cabanero
  2. 2. Creating Long-term Loyalty Relationship Customers - are the only reason why businessman built factory, hire workers and do business. There’s no business without customers.
  3. 3. Creating Long-term Loyalty Relationship _ Total Customer benefits = Customer Cost Customers Perceived Value
  4. 4. Creating Long-term Loyalty Relationship Total Customer Satisfaction Maximize Sales
  5. 5. Creating Long-term Loyalty Relationship Miximizing Customer Lifetime Value More Viability and Competitiveness
  6. 6. Creating Long-term Loyalty Relationship Attracting and Retaining Customers Target Aware Open to trial Trier Recent Regular Most nonUser User Often used rejecter Loyal
  7. 7. Creating Long-term Loyalty Relationship Maintain Customer Satisfaction
  8. 8. Creating Long-term Loyalty Relationship
  9. 9. Creating Long-term Loyalty Relationship
  10. 10. Creating Long-term Loyalty Relationship
  11. 11. Creating Long-term Loyalty Relationship
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