Chapter5 creating customer value, satisfaction, and loyalty sept23

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Chapter5 creating customer value, satisfaction, and loyalty sept23

  1. 1. TOP 10 Learning Questions for Chapter 5 Creating Customer Value, Satisfaction, and Loyalty Situmorang September 23, 20101 www.berlysitumorang.blogspot.com
  2. 2. 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________. <ul><li>Perceived usefulness </li></ul><ul><li>Failure avoidance rate </li></ul><ul><li>Total Customer Cost </li></ul><ul><li>Customer perceived value </li></ul><ul><li>Competitors market share rate </li></ul>www.berlysitumorang.blogspot.com
  3. 3. Total Customer Cost <ul><li>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 . </li></ul>Psychological cost Energy cost Time cost Monetary cost Total customer cost www.berlysitumorang.blogspot.com
  4. 4. 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________. <ul><li>Perceived usefulness </li></ul><ul><li>Failure avoidance rate </li></ul><ul><li>Total Customer Cost </li></ul><ul><li>Customer perceived value </li></ul><ul><li>Competitors market share rate </li></ul>www.berlysitumorang.blogspot.com
  5. 5. 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 <ul><li>Benefit & Cost </li></ul><ul><li>Price & Cost </li></ul><ul><li>Profit & Benefit </li></ul><ul><li>Benefit & Price </li></ul><ul><li>Profit & Cost </li></ul>www.berlysitumorang.blogspot.com
  6. 6. 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
  7. 7. 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 <ul><li>Benefit & Cost </li></ul><ul><li>Price & Cost </li></ul><ul><li>Profit & Benefit </li></ul><ul><li>Benefit & Price </li></ul><ul><li>Profit & Cost </li></ul>www.berlysitumorang.blogspot.com
  8. 8. 3. Total customer satisfaction is measured based on the relationship of _______ <ul><li>Anticipated and Real Performance </li></ul><ul><li>Perceived Performance and Expectation </li></ul><ul><li>Perceived Performance and Advertised </li></ul><ul><li>Perceived Performance </li></ul><ul><li>and Customer Attitude </li></ul><ul><li>Perceived Performance </li></ul><ul><li>and Real Outcomes </li></ul>www.berlysitumorang.blogspot.com
  9. 9. Total Cusomer Satisfaction <ul><li>Satisfaction is a person’s feelings of pleasure or disappointment that result from comparing a product’s perceived performance (or outcome) to their expectations. </li></ul>www.berlysitumorang.blogspot.com
  10. 10. 3. Total customer satisfaction is measured based on the relationship of _______ <ul><li>Anticipated and Real Performance </li></ul><ul><li>Perceived Performance and Expectation </li></ul><ul><li>Perceived Performance and Advertised </li></ul><ul><li>Perceived Performance and Customer Attitude </li></ul><ul><li>Perceived Performance and Real Outcomes </li></ul>www.berlysitumorang.blogspot.com
  11. 11. 4. All of the following are measuring satisfaction, except : <ul><li>Periodic surveys </li></ul><ul><li>Customer loss rate </li></ul><ul><li>Mystery shoppers </li></ul><ul><li>Monitor competitive performance </li></ul><ul><li>Loyal Customer </li></ul>www.berlysitumorang.blogspot.com
  12. 12. Measuring Satisfaction Periodic Surveys Customer Loss Rate Mystery Shoppers Monitor Competitive Performance www.berlysitumorang.blogspot.com
  13. 13. 4. All of the following are measuring satisfaction, except : <ul><li>Periodic surveys </li></ul><ul><li>Customer loss rate </li></ul><ul><li>Mystery shoppers </li></ul><ul><li>Monitor competitive performance </li></ul><ul><li>Loyal Customer </li></ul>www.berlysitumorang.blogspot.com
  14. 14. 5. Which of the following is False? <ul><li>Assess the qualitative importance of different attributes and benefits </li></ul><ul><li>Assess the company’s and competitor’s performances on the different customer values against rated importance </li></ul><ul><li>Examine ratings of specific segments </li></ul><ul><li>Monitor customer values over time </li></ul><ul><li>The buyer might be under orders to buy at the lowest price. </li></ul>www.berlysitumorang.blogspot.com
  15. 15. Steps in a Customer Value Analysis <ul><li>Satisfaction is a person’s feelings of pleasure Identify major attributes and benefits that customers value </li></ul><ul><li>Assess the qualitative importance of different attributes and benefits </li></ul><ul><li>Assess the company’s and competitor’s performances on the different customer values against rated importance </li></ul><ul><li>Examine ratings of specific segments </li></ul><ul><li>Monitor customer values over time </li></ul><ul><li>or disappointment that result from comparing a product’s perceived performance (or outcome) to their expectations. </li></ul>www.berlysitumorang.blogspot.com
  16. 16. 5. Which of the following is False? <ul><li>Assess the qualitative importance of different attributes and benefits </li></ul><ul><li>Assess the company’s and competitor’s performances on the different customer values against rated importance </li></ul><ul><li>Examine ratings of specific segments </li></ul><ul><li>Monitor customer values over time </li></ul><ul><li>The buyer might be under orders to buy at the lowest price . </li></ul>www.berlysitumorang.blogspot.com
  17. 17. 6. Which is True <ul><li>Customer profitability </li></ul><ul><li>Identify prospects and customers </li></ul><ul><li>Differentiate customers by needs and value to company </li></ul><ul><li>Interact to improve knowledge </li></ul><ul><li>Customize for each customer </li></ul>www.berlysitumorang.blogspot.com
  18. 18. Maximizing Customer Lifetime Value <ul><li>Customer profitability </li></ul><ul><li>Customer equity </li></ul><ul><li>Lifetime value </li></ul>www.berlysitumorang.blogspot.com
  19. 19. 6. Which is True <ul><li>Customer profitability </li></ul><ul><li>Identify prospects and customers </li></ul><ul><li>Differentiate customers by needs and value to company </li></ul><ul><li>Interact to improve knowledge </li></ul><ul><li>Customize for each customer </li></ul>www.berlysitumorang.blogspot.com
  20. 20. 7. Pal vs. Cebu is an example of ______ <ul><li>Customer Perceived Value </li></ul><ul><li>Customer Satisfaction </li></ul><ul><li>Customer Benefit </li></ul><ul><li>Customer Value </li></ul><ul><li>Customer Loyalty </li></ul>www.berlysitumorang.blogspot.com
  21. 21. Customer Perceived value <ul><li>Customer Perceived value should be greater than customer cost to result in buy decision. </li></ul><ul><li>a. customer has choices </li></ul><ul><li>b. Greater benefits to customer </li></ul><ul><li>c. Customer chooses Maximum Benefits </li></ul><ul><li>d. Customer buys product </li></ul>www.berlysitumorang.blogspot.com
  22. 22. 7. Pal vs. Cebu is an example of ______ <ul><li>Customer Perceived Value </li></ul><ul><li>Customer Satisfaction </li></ul><ul><li>Customer Benefit </li></ul><ul><li>Customer Value </li></ul><ul><li>Customer Loyalty </li></ul>www.berlysitumorang.blogspot.com
  23. 23. 8. The following are examples of Customer Loyalty <ul><li>Coors Beer </li></ul><ul><li>Land’s End </li></ul><ul><li>Verizon </li></ul><ul><li>Avis </li></ul><ul><li>All of the Above </li></ul>www.berlysitumorang.blogspot.com
  24. 24. Top Brands in Customer Loyalty <ul><li>Avis </li></ul><ul><li>Google </li></ul><ul><li>L.L. Bean </li></ul><ul><li>Samsung (mobile phones) </li></ul><ul><li>Yahoo! </li></ul><ul><li>Canon (office copiers) </li></ul><ul><li>Land’s End </li></ul><ul><li>Coors </li></ul><ul><li>Hyatt </li></ul><ul><li>Marriott </li></ul><ul><li>Verizon </li></ul><ul><li>KeySpan Energy </li></ul><ul><li>Miller Genuine Draft </li></ul><ul><li>Amazon </li></ul>www.berlysitumorang.blogspot.com
  25. 25. 8. The following are examples of Customer Loyalty <ul><li>Coors Beer </li></ul><ul><li>Land’s End </li></ul><ul><li>Verizon </li></ul><ul><li>Avis </li></ul><ul><li>All of the Above </li></ul>www.berlysitumorang.blogspot.com
  26. 26. 9. Example for Customer Satisfaction <ul><li>Louis Vuitton </li></ul><ul><li>Disneyland </li></ul><ul><li>Toyota </li></ul><ul><li>A & B </li></ul><ul><li>All of The above </li></ul>www.berlysitumorang.blogspot.com
  27. 27. Customer Satisfaction <ul><li>Customer Satisfaction is the desired marketing tool : Loyalty, retention, acceptance of new offers, word of mouth advertising and all these result to repeat buys </li></ul>www.berlysitumorang.blogspot.com
  28. 28. 9. Example for Customer Satisfaction <ul><li>Louis Vuitton </li></ul><ul><li>Disneyland </li></ul><ul><li>Toyota </li></ul><ul><li>A & B </li></ul><ul><li>All of The above </li></ul>www.berlysitumorang.blogspot.com
  29. 29. 10. Which is not an example of Customer Base is high value to company <ul><li>Google </li></ul><ul><li>Skype </li></ul><ul><li>EBay </li></ul><ul><li>PLDT </li></ul><ul><li>Internet </li></ul>www.berlysitumorang.blogspot.com
  30. 30. Customer Base <ul><li>Customer Base is high value to company : </li></ul><ul><li>a. Reduce customer defection </li></ul><ul><li>b. Increase longevity of customer relationship </li></ul><ul><li>c. Increase offers by cross sell and up sell methods. </li></ul><ul><li>d. Convert low profit customers or terminate them </li></ul><ul><li>e. Keeping customer is cheaper </li></ul>www.berlysitumorang.blogspot.com
  31. 31. 10. Which is not an example of Customer Base is high value to company <ul><li>Google </li></ul><ul><li>Skype </li></ul><ul><li>EBay </li></ul><ul><li>PLDT </li></ul><ul><li>Internet </li></ul>www.berlysitumorang.blogspot.com
  32. 32. TOP 10 Learning Questions for Chapter 5 Creating Customer Value, Satisfaction, and Loyalty Situmorang September 23, 2010 www.berlysitumorang.blogspot.com

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