The document discusses how companies can create customer value, satisfaction, and loyalty. It recommends that companies understand customer perceived value, interpret customer satisfaction, monitor satisfaction, define product and service quality, and maximize customer lifetime value. Additionally, companies should use customer relationship management, attract and retain customers, build loyalty, create customer databases, and use data warehouses and data mining. The overall goal is to achieve customer satisfaction and loyalty by understanding customer value and satisfaction, delivering quality products and services, and building relationships through customer data insights.

1. CREATING CUSTOMER VALUE, SATISFACTION & LOYALTY Mary Kristine P. Andrade Ateneo Graduate School of Business Top 10 Concepts Visual Model

2. Outline: Creating customer value, satisfaction & loyalty by: Understanding customer perceived value Interpreting customer satisfaction

3. Outline: Creating customer value, satisfaction & loyalty by: Monitoring satisfaction Defining product and service quality Maximizing customer lifetime value

4. Outline: Creating customer value, satisfaction & loyalty by: 6. Using customer relationship management 7. Attracting and retaining customers

5. Outline: Creating customer value, satisfaction & loyalty by: 8. Building loyalty 9. Creating customer databases 10. Using data warehouses and datamining

6. Companies think how to make a customer happy

7. Companies take the pulse of the market PULSE

8. Create and offer options that give value to market preferences PULSE

9. Customer chooses what makes him happy PULSE

10. Happy customers become loyal PULSE 1

11. A happy, loyal customer = marketing tool 1

12. More customers = more preferences

13. Do data mining to create mailing lists and databases ---- ---- ---- ----

14. From these data: enhance old offerings and create new options

15. More satisfied customers: more marketing tools and more data to study

16. PULSE 1 ---- ---- ---- ---- SUMMARY: It’s a cycle

17. Summary: Achieve satisfaction & loyalty by: Understanding and monitoring Customer perceived value Customer satisfaction Product and service quality Customer lifetime value

18. Summary: Achieve customer value, satisfaction & loyalty by: Building up on: Customer relationship management Customer loyalty Customer databases Data warehouses and datamining

19. My Conclusion: Attract and retain loyal and satisfied customers by giving them VALUE and QUALITY CHOICES and building RELATIONSHIPS. 1 PULSE

20. CREATING CUSTOMER VALUE, SATISFACTION & LOYALTY Mary Kristine P. Andrade Ateneo Graduate School of Business Top 10 Concepts Visual Model