CREATING CUSTOMER VALUE, SATISFACTION & LOYALTY Mary Kristine P. Andrade Ateneo Graduate School of Business Top 10 Concept...
Outline:  Creating customer value, satisfaction & loyalty by: <ul><li>Understanding customer perceived value  </li></ul><u...
Outline:  Creating customer value, satisfaction & loyalty by: <ul><li>Monitoring satisfaction  </li></ul><ul><li>Defining ...
Outline:  Creating customer value, satisfaction & loyalty by: <ul><li>6. Using customer relationship management </li></ul>...
Outline:  Creating customer value, satisfaction & loyalty by: <ul><li>8. Building loyalty </li></ul><ul><li>9. Creating cu...
Companies think how to make a customer happy
Companies take the pulse of the market PULSE
Create and offer options that give value to market preferences PULSE
Customer chooses what makes him happy PULSE
Happy customers become loyal PULSE 1
A happy, loyal customer = marketing tool 1
More customers = more preferences
Do data mining to create mailing lists and databases <ul><li>---- </li></ul><ul><li>---- </li></ul><ul><li>---- </li></ul>...
From these data: enhance old offerings and create new options
More satisfied customers: more marketing tools and more data to study
PULSE 1 <ul><li>---- </li></ul><ul><li>---- </li></ul><ul><li>---- </li></ul><ul><li>---- </li></ul>SUMMARY: It’s a cycle
Summary: Achieve satisfaction & loyalty by: <ul><li>Understanding and monitoring </li></ul><ul><li>Customer perceived valu...
Summary:    Achieve customer value, satisfaction & loyalty by: <ul><li>Building up on: </li></ul><ul><li>Customer relation...
My Conclusion:  <ul><li>Attract and retain  </li></ul><ul><li>loyal and satisfied customers </li></ul><ul><li>by giving th...
CREATING CUSTOMER VALUE, SATISFACTION & LOYALTY Mary Kristine P. Andrade Ateneo Graduate School of Business Top 10 Concept...
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Customer Satisfaction Presentation_Visual Model

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Top10 concepts on customer value, satisfaction and loyalty in powerpoint presentation, using visuals

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Customer Satisfaction Presentation_Visual Model

  1. 1. CREATING CUSTOMER VALUE, SATISFACTION & LOYALTY Mary Kristine P. Andrade Ateneo Graduate School of Business Top 10 Concepts Visual Model
  2. 2. Outline: Creating customer value, satisfaction & loyalty by: <ul><li>Understanding customer perceived value </li></ul><ul><li>Interpreting customer satisfaction </li></ul>
  3. 3. Outline: Creating customer value, satisfaction & loyalty by: <ul><li>Monitoring satisfaction </li></ul><ul><li>Defining product and service quality </li></ul><ul><li>Maximizing customer lifetime value </li></ul>
  4. 4. Outline: Creating customer value, satisfaction & loyalty by: <ul><li>6. Using customer relationship management </li></ul><ul><li>7. Attracting and retaining customers </li></ul>
  5. 5. Outline: Creating customer value, satisfaction & loyalty by: <ul><li>8. Building loyalty </li></ul><ul><li>9. Creating customer databases </li></ul><ul><li>10. Using data warehouses and datamining </li></ul>
  6. 6. Companies think how to make a customer happy
  7. 7. Companies take the pulse of the market PULSE
  8. 8. Create and offer options that give value to market preferences PULSE
  9. 9. Customer chooses what makes him happy PULSE
  10. 10. Happy customers become loyal PULSE 1
  11. 11. A happy, loyal customer = marketing tool 1
  12. 12. More customers = more preferences
  13. 13. Do data mining to create mailing lists and databases <ul><li>---- </li></ul><ul><li>---- </li></ul><ul><li>---- </li></ul><ul><li>---- </li></ul>
  14. 14. From these data: enhance old offerings and create new options
  15. 15. More satisfied customers: more marketing tools and more data to study
  16. 16. PULSE 1 <ul><li>---- </li></ul><ul><li>---- </li></ul><ul><li>---- </li></ul><ul><li>---- </li></ul>SUMMARY: It’s a cycle
  17. 17. Summary: Achieve satisfaction & loyalty by: <ul><li>Understanding and monitoring </li></ul><ul><li>Customer perceived value </li></ul><ul><li>Customer satisfaction </li></ul><ul><li>Product and service quality </li></ul><ul><li>Customer lifetime value </li></ul>
  18. 18. Summary: Achieve customer value, satisfaction & loyalty by: <ul><li>Building up on: </li></ul><ul><li>Customer relationship management </li></ul><ul><li>Customer loyalty </li></ul><ul><li>Customer databases </li></ul><ul><li>Data warehouses and datamining </li></ul>
  19. 19. My Conclusion: <ul><li>Attract and retain </li></ul><ul><li>loyal and satisfied customers </li></ul><ul><li>by giving them VALUE and </li></ul><ul><li>QUALITY CHOICES and </li></ul><ul><li>building RELATIONSHIPS. </li></ul>1 PULSE
  20. 20. CREATING CUSTOMER VALUE, SATISFACTION & LOYALTY Mary Kristine P. Andrade Ateneo Graduate School of Business Top 10 Concepts Visual Model
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