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CREATING LONG-TERM
LOYALTY RELATIONSHIP
(To SUCCEED, serve and satisfy loyal customers)
Mark Anthony Ymana
Ateneo Graduate School of Business
Understanding Marketing Management
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…
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…
Creating long-term loyalty relationship
Companies must meet and
exceed customer expectations
Creating long-term loyalty relationship
Companies must _____ and
________ customer expectations
A. meet; exceed
B. create; provide
C. serve; satisfy
D. None of the above
ATTRACT and RETAIN
loyal customers
with BETTER CUSTOMER SERVICE
Mark Anthony Ymana
Ateneo Graduate School of Business

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Ch 03 Creating Long Term Loyalty Relationships v92 Quiz.pptx

  • 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