What are customer value,satisfaction,loyalty and how can companies deliever them

1. What are
customer
value,
satisfaction
and loyalty and
how can
companies
deliver them?

3. Customer
Perceived
Value
It is the difference
between prospective
customer’s evaluation of
all benefits and all the
cost of an offering and
perceived alternatives.

5. Conduct Customer Value Analysis

6. Identify major
attributes and
benefits customer
values.
Assess the quantitative
importance of
attributes and benefits.
Assess company’s and
competitor’s
performance on these
values.
Examine how customers
rate company’s
performance against
major competitor.
Monitor customer
values over time.

7. Loyalty is a deeply held
commitment to rebuy a
preferred product in
future despite
situational influences
and marketing efforts
having potential to
cause switching
behaviour.

8. Value Proposition: Whole
cluster of benefits company promises to
deliver, more than the core positioning
of the offering.

9. Whether the promise
is kept depends on
company’s ability to
manage its Value
delivery system.
It includes all
experiences customer
will have on way to
obtaining and using
the offering

10. SATISFACTION is a person’
s feelings of pleasure or
disappointment that
results from comparing a
product’s perceived
performance to
expectations.

11. If performance falls short of
expectations, customer is
Dissatisfied
If it matches
expectations,
customer is
SATISFIED
If it exceeds expectations, customer
is DELIGHTED

12. Monitoring
Satisfaction
Periodic surveys
Customer complaints

13. It is the totality of features
and characteristics of a
product and service that bear
on its ability to satisfy stated
or implanted needs.

14. Higher level of quality
means higher level of
customer satisfaction,
which support higher
prices and lower costs.

15. Created by:
Saumya Gupta
NIT Surat
Intern under Prof. Sameer Mathur, IIM Lucknow.
www.IIMinternship.com