Chapter 5 Kotler Customer value, Satisfaction and Loyalty
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This document discusses key concepts relating to customer value, satisfaction, and loyalty. It defines total customer benefit as the actual benefits of a product or service to the customer. Total customer cost refers to the monetary, time, energy, and psychological costs of a product or service. Perceived value is determined by the difference between total customer benefit and total customer cost. Customer satisfaction results from a product or service offering more benefits than costs and competitive advantages over alternatives. Satisfaction leads to customer loyalty, which in turn leads to company profits.
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The document discusses the concepts of value and satisfaction. It defines value for customers as the ratio of benefits to price paid, or as the difference between benefits and costs. For marketing, value is the worth customers get from using a product. Benefits can be tangible or intangible, while costs can be monetary, time-related, or psychic. To increase value, companies can increase benefits while increasing or decreasing costs. Satisfaction is a measure of how well a company's products and services meet customer expectations, which are based on past experiences, opinions of others, and information from marketers.
Marketing notes
Marketing involves planning and executing the conception, pricing, promotion, and distribution of ideas, goods, and services to create exchanges that satisfy goals. The organization's task is to determine target markets' needs and wants and deliver more satisfying products than competitors in a way that benefits consumers and society. Marketers must understand customer perceived value, satisfaction, loyalty, and behavior to develop effective segmentation, positioning, and relationships.
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it explains the difference between retention and satisfaction, and typed of loyal customers, and also discuss reasons behind churn, specially for telecom industry. (if you want to download,it is open now :)
What are customer value, satisfaction, and loyalty, and how can companies del...
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What are customer value,satisfaction,loyalty and how can companies deliver th...
Customer value, satisfaction, and loyalty are essential to business success. To deliver them, companies must understand customer benefits and costs to provide a high value proposition that meets or exceeds expectations. They also need effective systems to consistently deliver this value and monitor customer satisfaction through surveys. While satisfaction is important, loyalty requires additional efforts like addressing complaints swiftly and taking responsibility to resolve problems. The ultimate goals are satisfying and retaining customers for long-term business sustainability.
Customer value& satisfaction
The document discusses defining and delivering customer value and satisfaction through a company's value chain and value delivery systems. It explains that companies must delight customers in today's competitive environment. The value chain identifies a company's primary and support activities that create value for customers. These include inbound logistics, operations, outbound logistics, marketing and sales, and service. Support activities are procurement, technology development, human resource management, and firm infrastructure. A value delivery network looks beyond a company's own operations to partner with suppliers and distributors to create a superior customer experience. Levi Strauss is provided as an example of optimizing its value delivery network.
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【业务选择办理准则】
一、工作未确定，回国需先给父母、亲戚朋友看下文凭的情况，办理一份就读学校的毕业证【微信：A575476】文凭即可
二、回国进私企、外企、自己做生意的情况，这些单位是不查询毕业证真伪的，而且国内没有渠道去查询国外文凭的真假，也不需要提供真实教育部认证。鉴于此，办理一份毕业证【微信：A575476】即可
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留信网认证的作用:
1:该专业认证可证明留学生真实身份
2:同时对留学生所学专业登记给予评定
3:国家专业人才认证中心颁发入库证书
4:这个认证书并且可以归档倒地方
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→ 【关于价格问题（保证一手价格）
我们所定的价格是非常合理的，而且我们现在做得单子大多数都是代理和回头客户介绍的所以一般现在有新的单子 我给客户的都是第一手的代理价格，因为我想坦诚对待大家 不想跟大家在价格方面浪费时间
对于老客户或者被老客户介绍过来的朋友，我们都会适当给一些优惠。
选择实体注册公司办理，更放心，更安全！我们的承诺：可来公司面谈，可签订合同，会陪同客户一起到教育部认证窗口递交认证材料，客户在教育部官方认证查询网站查询到认证通过结果后付款，不成功不收费！
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Chapter 5 Kotler Customer value, Satisfaction and Loyalty
- 1. Chapter 5 Customer Value, Satisfaction and Loyalty Mark Angelo Reyes MARKMA
- 2. Customers – marketing is the art of attracting and keeping profitable customers
- 3. Total Customer Benefit – the actual benefits afforded by the product and/or service to the customer
- 4. Total Customer Cost - the monetary, time, energy and psychological cost components of the product/service
- 5. Perceived Value - The total perceived value of the customers is determined by the difference of the Total Customer Benefit and Total Customer Cost
- 6. More Benefits than Costs – Does the benefits out weight the costs?
- 7. Competitive Advantage – Are the products/services that you offer superior to competitors/alternatives?
- 8. Customer Satisfaction – Analyze what the customer holds important to make it easier to meet the requirements. Once met, there is customer satisfaction.
- 9. Customer Satisfaction – Quantifiable measurement methodologies are available to monitor satisfaction levels of the customers.
- 10. Customer Loyalty – Customer satisfaction almost always leads to customer loyalty (Loyalty is a commitment to repurchase or re-patronize a preferred product )
- 11. Profits – with customer loyalty comes company profits
- 12. Total Customer Total Customer Benefit Cost Perceived Value More Benefits Competitive Customer than Costs Advantage Satisfaction Customer Satisfaction Customer Loyalty Profits