4. is the satisfaction
a consumer feels after making
a purchase for goods or services
relative to what she must give
up to receive them.
5. CUSTOMER PERCEIVED VALUE
IS THE DIFFERENCE BETWEEN THE PROSPECTIVE
CUSTOMER’S EVALUATION OF ALL THE BENEFITS
AND ALL THE COST OF AN OFFERING
AND THE PERCEIVED ALTERNATIVES.
6. TOTAL CUSTOMER COST
IS THE PERCEIVED BUNDLE OF
COST CUSTOMERS EXPECT TO
INCUR IN EVALUATING,
OBTAINING, USING AND
DISPOSING OF THE
GIVEN MARKET OFFERING,
INCLUDING MONETRY, TIME,
ENERGY, AND PSYCHOLOGYCOST.
7. Identify the major attributes and benefits customer value.
Assess the quantitative importance of the different
attributes and benefits.
Assess the company’s and competitors‘ performance on
the different customer values against their rated
importance.
Examine how customers in a specific segment rate the
company’s performance
Monitor customer values over times.
9. LOYALITY “ A deeply held
Commitment to rebuy or Re-patronize
a preferred product Or service in the
future despite Situational influences
and Marketing efforts having the
Potential to cause Switching behavior ”.
15. HOW TO RECOVER CUSTOMER GOODWILL
Set up 24 X 7 toll-free hotline
Contact the complaining customer as quickly
as possible.
Accept responsibility for the customer
disappointment, don’t blame the customer.
Use customer service people who are empathic.
Resolve the complaint swiftly and to the
customer’s satisfaction.
19. MARKETING AND TOTAL QUALITY
Identify customer needs and requirements.
Proper communication from customer .
On time service.
Customer care
After sale service.
21. CREDIT
Philips kotler
Marketing Management : a south Asian perspective
Google Image Search
Prof. Sameer Mathur IIM-L
Marketing Management : DR. Ajeet Kumar Shukla
Slideshare.net
22. PRESENTATION BY
B. COM, MAHATMA GANDHI KASHI VIDYAPITH
VARANASI
INTERN IIM-L (MARKETING MANAGEMENT)
MENTOR: PROF. SAMEER MATHUR
kumarajeet50@gmail.com