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Customer value and satisfaction
Customer value and satisfaction
Customer value and satisfaction
Customer value and satisfaction
Customer value and satisfaction
Customer value and satisfaction
Customer value and satisfaction
Customer value and satisfaction
Customer value and satisfaction
Customer value and satisfaction
Customer value and satisfaction
Customer value and satisfaction
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Customer value and satisfaction

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  1. BUILDING CUSTOMER SATISFACTION, VALUE, AND RETENTION Grace Abilay MM 513 – Marketing Management
  2. OBJECTIVES What are customer value and satisfaction, and how can companies deliver them?  What makes a high-performance business?  How can companies both attract and retain customers?  How can companies improve both customer and company profitability? 
  3. COSTUMER VALUE & SATIFACTION Image by adhunik.com – customer satisfaction
  4. COSTUMER VALUE & SATIFACTION Image by religence.com – value customer relationship
  5. HOW CAN COMPANIES DELIVER COSTUMER VALUE AND SATISFACTION?  EXCEED CUSTOMER EXPECTATIONS  KNOW WHAT’S THE CUSTOMER NEEDS  LISTEN, IDENTIFY AND PROVIDE THE BEST THING TO OFFER TO DELIGHT THE CUSTOMER.
  6. HOW CAN COMPANIES BOTH ATTRACT AND RETAIN CUSTOMER?  Customer Motivation Create a need for the product first. Offer a good demonstration of the product, if needed. Convince the customer that he needs the product in the first place.  Know the Customer Match the kind of customer to the product. The product’s objectives must adhere to the customer’s needs. Without this, the whole purpose of marketing will be defeated. Source: E21 Global Entrepreneurs Network
  7. HOW CAN COMPANIES BOTH ATTRACT AND RETAIN CUSTOMER?  First Impression While explaining the product, choose your words carefully. Keep the best words at the surface. The first two minutes of the product orientation will create an impact on the customer. Prolonged marketing will not satisfy the customer, for the customer that is impatient.  Brand Confidence Brand value assuages for the major part of marketing. However, a brand value can be created only through effective marketing. Though you might find this confusing, practical implementation of this aid will offer better clarity. Source: E21 Global Entrepreneurs Network
  8. HOW CAN COMPANIES BOTH ATTRACT AND RETAIN CUSTOMER?  Patience Never expect instant results from your customers. The brand needs to get established in a steadfast manner. There is a gestation period from marketing to customer feedback. Remain patient and be optimistic until then. Customer relationships will not spring forth overnight, but will evolve over time.  Feedback Adherence Customer feedback is the ultimate gospel for building a concrete tool to retain customers. Know what the customer wants and reckon the suggestions. Source: E21 Global Entrepreneurs Network
  9. HOW CAN COMPANIES BOTH ATTRACT AND RETAIN CUSTOMER?  Elimination of Doubts When in doubt, leave the detail. Come back to it later, work on it and proceed accordingly. There should be a hindrance free interface between you and the customer. This will help in building a confidence level in the customer.  Quality Offer quality services to aid the product you market. Remember that the product alone is stranded without proper packaging. Brand value and your marketing skills will improve the intangible packaging of the product quality. Source: E21 Global Entrepreneurs Network
  10. HOW CAN COMPANIES BOTH ATTRACT AND RETAIN CUSTOMER?  Credibility A customer will be attracted to trustworthy marketing. If he is convinced that the product is as authentic and genuine as you have portrayed it to be, there is no doubt that you have retained him successfully.  Innovation Portals, web, and mobile applications can be developed to meet specific business needs, personalize services and provide additional flexibility. Source: E21 Global Entrepreneurs Network
  11. HOW CAN COMPANIES IMPROVE BOTH CUSTOMER AND COMPANY PROFITABILITY?  Cut across the entire value chain;  Focus on multiple rather than single transactions of a customer  Focus on multiple products bought by a single customer  Accumulate costs related to a customer rather than to a specific product or service; Source: Entrepreneurs .com
  12. THANK YOU…

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