Chapter5 creating customer value, satisfaction, and loyalty sept23
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Chapter5 creating customer value, satisfaction, and loyalty sept23

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Chapter5 creating customer value, satisfaction, and loyalty sept23 Chapter5 creating customer value, satisfaction, and loyalty sept23 Presentation Transcript

  • TOP 10 Learning Questions for Chapter 5 Creating Customer Value, Satisfaction, and Loyalty Situmorang September 23, 20101 www.berlysitumorang.blogspot.com
  • 1. The perceived bundle of costs customers expect to incur in evaluating, obtaining, using, and disposing of the given market offering, including monetary, time, energy, and psychic costs is called the________.
    • Perceived usefulness
    • Failure avoidance rate
    • Total Customer Cost
    • Customer perceived value
    • Competitors market share rate
    www.berlysitumorang.blogspot.com
  • Total Customer Cost
    • The perceived bundle of costs customers expect to incur in evaluating, obtaining, using, and disposing of the given market offering, including monetary, time, energy, and psychological costs .
    Psychological cost Energy cost Time cost Monetary cost Total customer cost www.berlysitumorang.blogspot.com
  • 1. The perceived bundle of costs customers expect to incur in evaluating, obtaining, using, and disposing of the given market offering, including monetary, time, energy, and psychic costs is called the________.
    • Perceived usefulness
    • Failure avoidance rate
    • Total Customer Cost
    • Customer perceived value
    • Competitors market share rate
    www.berlysitumorang.blogspot.com
  • 2. Customer perceived value is the difference between the prospective customer’s evaluation of all the _______and all the ______ of an offering and the perceived alternatives
    • Benefit & Cost
    • Price & Cost
    • Profit & Benefit
    • Benefit & Price
    • Profit & Cost
    www.berlysitumorang.blogspot.com
  • Determinants of Customer Perceived Value Psychological cost Energy cost Time cost Monetary cost Total customer cost Image benefit Personal benefit Services benefit Product benefit Total customer benefit www.berlysitumorang.blogspot.com
  • 2. Customer perceived value is the difference between the prospective customer’s evaluation of all the _______and all the ______ of an offering and the perceived alternatives
    • Benefit & Cost
    • Price & Cost
    • Profit & Benefit
    • Benefit & Price
    • Profit & Cost
    www.berlysitumorang.blogspot.com
  • 3. Total customer satisfaction is measured based on the relationship of _______
    • Anticipated and Real Performance
    • Perceived Performance and Expectation
    • Perceived Performance and Advertised
    • Perceived Performance
    • and Customer Attitude
    • Perceived Performance
    • and Real Outcomes
    www.berlysitumorang.blogspot.com
  • Total Cusomer Satisfaction
    • Satisfaction is a person’s feelings of pleasure or disappointment that result from comparing a product’s perceived performance (or outcome) to their expectations.
    www.berlysitumorang.blogspot.com
  • 3. Total customer satisfaction is measured based on the relationship of _______
    • Anticipated and Real Performance
    • Perceived Performance and Expectation
    • Perceived Performance and Advertised
    • Perceived Performance and Customer Attitude
    • Perceived Performance and Real Outcomes
    www.berlysitumorang.blogspot.com
  • 4. All of the following are measuring satisfaction, except :
    • Periodic surveys
    • Customer loss rate
    • Mystery shoppers
    • Monitor competitive performance
    • Loyal Customer
    www.berlysitumorang.blogspot.com
  • Measuring Satisfaction Periodic Surveys Customer Loss Rate Mystery Shoppers Monitor Competitive Performance www.berlysitumorang.blogspot.com
  • 4. All of the following are measuring satisfaction, except :
    • Periodic surveys
    • Customer loss rate
    • Mystery shoppers
    • Monitor competitive performance
    • Loyal Customer
    www.berlysitumorang.blogspot.com
  • 5. Which of the following is False?
    • Assess the qualitative importance of different attributes and benefits
    • Assess the company’s and competitor’s performances on the different customer values against rated importance
    • Examine ratings of specific segments
    • Monitor customer values over time
    • The buyer might be under orders to buy at the lowest price.
    www.berlysitumorang.blogspot.com
  • Steps in a Customer Value Analysis
    • Satisfaction is a person’s feelings of pleasure Identify major attributes and benefits that customers value
    • Assess the qualitative importance of different attributes and benefits
    • Assess the company’s and competitor’s performances on the different customer values against rated importance
    • Examine ratings of specific segments
    • Monitor customer values over time
    • or disappointment that result from comparing a product’s perceived performance (or outcome) to their expectations.
    www.berlysitumorang.blogspot.com
  • 5. Which of the following is False?
    • Assess the qualitative importance of different attributes and benefits
    • Assess the company’s and competitor’s performances on the different customer values against rated importance
    • Examine ratings of specific segments
    • Monitor customer values over time
    • The buyer might be under orders to buy at the lowest price .
    www.berlysitumorang.blogspot.com
  • 6. Which is True
    • Customer profitability
    • Identify prospects and customers
    • Differentiate customers by needs and value to company
    • Interact to improve knowledge
    • Customize for each customer
    www.berlysitumorang.blogspot.com
  • Maximizing Customer Lifetime Value
    • Customer profitability
    • Customer equity
    • Lifetime value
    www.berlysitumorang.blogspot.com
  • 6. Which is True
    • Customer profitability
    • Identify prospects and customers
    • Differentiate customers by needs and value to company
    • Interact to improve knowledge
    • Customize for each customer
    www.berlysitumorang.blogspot.com
  • 7. Pal vs. Cebu is an example of ______
    • Customer Perceived Value
    • Customer Satisfaction
    • Customer Benefit
    • Customer Value
    • Customer Loyalty
    www.berlysitumorang.blogspot.com
  • Customer Perceived value
    • Customer Perceived value should be greater than customer cost to result in buy decision.
    • a. customer has choices
    • b. Greater benefits to customer
    • c. Customer chooses Maximum Benefits
    • d. Customer buys product
    www.berlysitumorang.blogspot.com
  • 7. Pal vs. Cebu is an example of ______
    • Customer Perceived Value
    • Customer Satisfaction
    • Customer Benefit
    • Customer Value
    • Customer Loyalty
    www.berlysitumorang.blogspot.com
  • 8. The following are examples of Customer Loyalty
    • Coors Beer
    • Land’s End
    • Verizon
    • Avis
    • All of the Above
    www.berlysitumorang.blogspot.com
  • Top Brands in Customer Loyalty
    • Avis
    • Google
    • L.L. Bean
    • Samsung (mobile phones)
    • Yahoo!
    • Canon (office copiers)
    • Land’s End
    • Coors
    • Hyatt
    • Marriott
    • Verizon
    • KeySpan Energy
    • Miller Genuine Draft
    • Amazon
    www.berlysitumorang.blogspot.com
  • 8. The following are examples of Customer Loyalty
    • Coors Beer
    • Land’s End
    • Verizon
    • Avis
    • All of the Above
    www.berlysitumorang.blogspot.com
  • 9. Example for Customer Satisfaction
    • Louis Vuitton
    • Disneyland
    • Toyota
    • A & B
    • All of The above
    www.berlysitumorang.blogspot.com
  • Customer Satisfaction
    • Customer Satisfaction is the desired marketing tool : Loyalty, retention, acceptance of new offers, word of mouth advertising and all these result to repeat buys
    www.berlysitumorang.blogspot.com
  • 9. Example for Customer Satisfaction
    • Louis Vuitton
    • Disneyland
    • Toyota
    • A & B
    • All of The above
    www.berlysitumorang.blogspot.com
  • 10. Which is not an example of Customer Base is high value to company
    • Google
    • Skype
    • EBay
    • PLDT
    • Internet
    www.berlysitumorang.blogspot.com
  • Customer Base
    • Customer Base is high value to company :
    • a. Reduce customer defection
    • b. Increase longevity of customer relationship
    • c. Increase offers by cross sell and up sell methods.
    • d. Convert low profit customers or terminate them
    • e. Keeping customer is cheaper
    www.berlysitumorang.blogspot.com
  • 10. Which is not an example of Customer Base is high value to company
    • Google
    • Skype
    • EBay
    • PLDT
    • Internet
    www.berlysitumorang.blogspot.com
  • TOP 10 Learning Questions for Chapter 5 Creating Customer Value, Satisfaction, and Loyalty Situmorang September 23, 2010 www.berlysitumorang.blogspot.com