1.
CREATING LONG-TERM
LOYALTY RELATIONSHIP
(To SUCCEED, serve and satisfy loyal customers)
Mark Anthony Ymana
Ateneo Graduate School of Business
Understanding Marketing Management

2.
1. Offering the highest
customer delivered value
2. Meeting and exceeding
customer expectations
3. Providing excellent customer
service
4. Personal application
COSLA Outline
Create long-term loyalty
relationship by…

3.
A. Offering the highest
customer delivered value
B. Providing excellent
customer service
C. All of the above
D. None of the above
Create long-term loyalty
relationship by…

4.
Creating long-term loyalty relationship
Companies must meet and
exceed customer expectations

5.
Creating long-term loyalty relationship
Companies must _____ and
________ customer expectations
A. meet; exceed
B. create; provide
C. serve; satisfy
D. None of the above

6.
ATTRACT and RETAIN
loyal customers
with BETTER CUSTOMER SERVICE
Mark Anthony Ymana
Ateneo Graduate School of Business