Chapter  5: Creating Customer Value, Satisfaction and Loyalty The Top Ten Concepts:  RP Medical Applications Victoria Lore...
Concept 1: Customers on TOP!!! CUSTOMERS <ul><li>Customer on top business model </li></ul><ul><li>Value from Customers </l...
Concept 1: Customers on TOP!!! <ul><li>Kotler:   Cisco Systems – </li></ul><ul><li>“  Customers in Center” </li></ul><ul><...
Concept 2: Customer Perceived Value (CPV) Benefit vs Cost? CUSTOMER COSTS CUSTOMER BENEFITS PRODUCTS VS. SERVICES PERSONNE...
  Concept 2: Customer Perceived Value (CPV) Benefit vs Cost? <ul><li>Kotler:   Caterpillar vs. Komatsu </li></ul><ul><li>L...
Concept 3: Customer Loyalty:  “ TRUE-BLUE”  TRUE-BLUE TOYOTA COLGATE
  Concept 3: Customer Loyalty:  “ TRUE-BLUE”  <ul><li>Kotler:   Volvo </li></ul><ul><li>Local :   Ateneo, La Salle, Colgat...
Concept 4: Satisfaction:  Experience vs. Expectations EXPERIENCE EXPECTATIONS
Concept 4: Customer Satisfaction:  Experience vs. Expectations <ul><li>Kotler:   Joie de Vivre Hotels </li></ul><ul><li>Lo...
Concept 5: Product and Service Quality:  Ability  to satisfy Needs ? WATER SOFTDRINKS COLD
Concept 5: Product and Service Quality:  Ability  to satisfy Needs <ul><li>Kotler:   GE </li></ul><ul><li>Local :   Ayala ...
Concept 6: Customer Profitability:  Net Positive Value REVENUES COSTS <ul><li>Revenues > Costs </li></ul><ul><li>Customer ...
  Concept 6: Customer Profitability:  Net Positive Value <ul><li>Kotler:   Classifying Customers – Platinum,Gold, Silver <...
Concept 7: Customer Relationship Mgt.:  Managing customer touch points COSTS SPEED CUSTOMER  FEEDBACK LISTEN U
Concept 7: Customer Relationship Mgt.:  Managing customer touch points <ul><li>Kotler:   Microsoft unified billing </li></...
Concept 8: Customer Relationship Mgt.:  Retention Dynamics IDENTIFY POTENTIALS ? GOOD BAD 1 ST  TIME REPEATS CLIENTS PARTN...
  Concept 8: Customer Relationship Mgt.:  Retention Dynamics <ul><li>Kotler:   Citizens Bank “lollipop” </li></ul><ul><li>...
Concept 9: Customer Relationship Mgt.:  Personalizing Marketing CLIENTS R’ INDIVIDUALS TECHNOLOGY INSTITUTIONAL TIES WIN -...
  Concept 9: Customer Relationship Mgt.:  Personalizing Marketing <ul><li>Kotler:   Apple “user” groups </li></ul><ul><li>...
Concept 10: Customer Database:  Uses in Marketing PATIENT DATA CUSTOMER DATABASE COMPUTER SYSTEM
Concept 10: Customer Database:  Uses in Marketing <ul><li>Kotler:   UK Supermarket “TESCO” </li></ul><ul><li>Local :   HSB...
Upcoming SlideShare
Loading in...5
×

Customer value, satisfaction and loyalty

2,019

Published on

Top Ten Concepts with RP Medical Application for Chapter 5 of Kotlers "Customer Value, Satisfaction and Loyalty"

Published in: Business
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
2,019
On Slideshare
0
From Embeds
0
Number of Embeds
1
Actions
Shares
0
Downloads
53
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Customer value, satisfaction and loyalty

  1. 1. Chapter 5: Creating Customer Value, Satisfaction and Loyalty The Top Ten Concepts: RP Medical Applications Victoria Lorelie M. Tan V49 Marketing Management April, 2010
  2. 2. Concept 1: Customers on TOP!!! CUSTOMERS <ul><li>Customer on top business model </li></ul><ul><li>Value from Customers </li></ul><ul><li>Competitive Advantage </li></ul>CUSTOMERS
  3. 3. Concept 1: Customers on TOP!!! <ul><li>Kotler: Cisco Systems – </li></ul><ul><li>“ Customers in Center” </li></ul><ul><li>Local : HP, Canon </li></ul><ul><li>RP Medical Application: </li></ul><ul><li>listening to patients concerns </li></ul><ul><li>Customer Feedbacks </li></ul><ul><li>Providing personal cell numbers </li></ul>
  4. 4. Concept 2: Customer Perceived Value (CPV) Benefit vs Cost? CUSTOMER COSTS CUSTOMER BENEFITS PRODUCTS VS. SERVICES PERSONNEL IMAGE MONETARY TIME ENERGY PSYCHOLOGICAL
  5. 5. Concept 2: Customer Perceived Value (CPV) Benefit vs Cost? <ul><li>Kotler: Caterpillar vs. Komatsu </li></ul><ul><li>Local : PAL vs. Cebu Pacific </li></ul><ul><li>RP Medical Application: </li></ul><ul><li>China vs. US/Japan Equipment </li></ul><ul><li>GP vs Specialist </li></ul><ul><li>Generic vs. Branded </li></ul>
  6. 6. Concept 3: Customer Loyalty: “ TRUE-BLUE” TRUE-BLUE TOYOTA COLGATE
  7. 7. Concept 3: Customer Loyalty: “ TRUE-BLUE” <ul><li>Kotler: Volvo </li></ul><ul><li>Local : Ateneo, La Salle, Colgate </li></ul><ul><li>RP Medical Application: </li></ul><ul><li>3 rd Generation Doctor – Patient </li></ul><ul><li>Medical City, St. Lukes, Belo Medical </li></ul>
  8. 8. Concept 4: Satisfaction: Experience vs. Expectations EXPERIENCE EXPECTATIONS
  9. 9. Concept 4: Customer Satisfaction: Experience vs. Expectations <ul><li>Kotler: Joie de Vivre Hotels </li></ul><ul><li>Local : Ayala Land Projects/Malls </li></ul><ul><li>RP Medical Application: </li></ul><ul><li>Medical Specialists </li></ul><ul><li>Aesthetic Doctors </li></ul><ul><li>Medical Tourism </li></ul>
  10. 10. Concept 5: Product and Service Quality: Ability to satisfy Needs ? WATER SOFTDRINKS COLD
  11. 11. Concept 5: Product and Service Quality: Ability to satisfy Needs <ul><li>Kotler: GE </li></ul><ul><li>Local : Ayala Land Projects/Malls </li></ul><ul><li>RP Medical Application: </li></ul><ul><li>Doctor curing a patient </li></ul><ul><li>Medicines effectiveness/quality </li></ul><ul><li>Medical Professional Capability </li></ul>
  12. 12. Concept 6: Customer Profitability: Net Positive Value REVENUES COSTS <ul><li>Revenues > Costs </li></ul><ul><li>Customer Profitability Analysis </li></ul><ul><li>Activity Based Costing </li></ul>Labor Cost Materials Overhead
  13. 13. Concept 6: Customer Profitability: Net Positive Value <ul><li>Kotler: Classifying Customers – Platinum,Gold, Silver </li></ul><ul><li>Local : PAL Miles, Golf Club Memberships </li></ul><ul><li>RP Medical Application: </li></ul><ul><li>HMO’s </li></ul><ul><li>Medical Insurance </li></ul><ul><li>Clinic Packages/ Memberships Cards </li></ul>
  14. 14. Concept 7: Customer Relationship Mgt.: Managing customer touch points COSTS SPEED CUSTOMER FEEDBACK LISTEN U
  15. 15. Concept 7: Customer Relationship Mgt.: Managing customer touch points <ul><li>Kotler: Microsoft unified billing </li></ul><ul><li>Local : BDO extended banking hours </li></ul><ul><li>RP Medical Application: </li></ul><ul><li>Providing play area for children </li></ul><ul><li>Personal Touch of Doctors </li></ul><ul><li>Mixing of Medicines </li></ul>
  16. 16. Concept 8: Customer Relationship Mgt.: Retention Dynamics IDENTIFY POTENTIALS ? GOOD BAD 1 ST TIME REPEATS CLIENTS PARTNERS MEMBERS
  17. 17. Concept 8: Customer Relationship Mgt.: Retention Dynamics <ul><li>Kotler: Citizens Bank “lollipop” </li></ul><ul><li>Local : Itallianis Membership Card </li></ul><ul><li>RP Medical Application: </li></ul><ul><li>Clinics Membership Card </li></ul><ul><li>Asian Hospital Membership Privileges </li></ul>
  18. 18. Concept 9: Customer Relationship Mgt.: Personalizing Marketing CLIENTS R’ INDIVIDUALS TECHNOLOGY INSTITUTIONAL TIES WIN - BACK
  19. 19. Concept 9: Customer Relationship Mgt.: Personalizing Marketing <ul><li>Kotler: Apple “user” groups </li></ul><ul><li>Local : PLDT DSL computer packages </li></ul><ul><li>RP Medical Application: </li></ul><ul><li>Medical Packages </li></ul><ul><li>Tie up with Companies for APE </li></ul>
  20. 20. Concept 10: Customer Database: Uses in Marketing PATIENT DATA CUSTOMER DATABASE COMPUTER SYSTEM
  21. 21. Concept 10: Customer Database: Uses in Marketing <ul><li>Kotler: UK Supermarket “TESCO” </li></ul><ul><li>Local : HSBC Banks, Online Banking </li></ul><ul><li>RP Medical Application: </li></ul><ul><li>Hospital Patient Database </li></ul><ul><li>Doctor Patients Records </li></ul><ul><li>Medical Packages </li></ul>
  1. A particular slide catching your eye?

    Clipping is a handy way to collect important slides you want to go back to later.

×