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Ch 03 Creating Long Term Loyalty Relationships v92 Quiz.pptx

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Ch 03 Creating Long Term Loyalty Relationships v92 Quiz.pptx

  1. 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. 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. 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. 4. Creating long-term loyalty relationship Companies must meet and exceed customer expectations
  5. 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. 6. ATTRACT and RETAIN loyal customers with BETTER CUSTOMER SERVICE Mark Anthony Ymana Ateneo Graduate School of Business

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