what is customer value,satisfaction and loyalty and how can companies earn them?

1. What is customer value,
satisfaction and loyalty
and how can
companies
earn them?

2. “The cornerstone of a well conceived
holistic marketing orientation is
strong customer relationships”

3. “Successful managers
carefully manage
their customer
base”

4. “Creating loyal customers is
the heart of every business”

5. Customer perceived value (CPV
Total customer benefits -
Total customer cost
=

6. How can we explain and influence
erratic customer choices?

7. Problem: The buyer might be under
orders to buy at a lower price
Solution: convince the buyer
about the long term
benefits and customer value

8. Problem: The buyer will retire before t
company realises it’s mistake
Solution: Convince the other people
in the company that the product
has great customer value

9. Problem: The buyer enjoys a long time
relationship with the rival company
Solution: Convince the buyer that
the rival company’s product
is below par

10. Delivering High Customer Value

11. What customer buys....

12. What customer expects..

13. Ensure a proper
value delivery system

14. Customer satisfaction : compariso
between product’s performance
to expectations

15. “The ultimate goal is
customer satisfaction”

16. Created by Yash Akshay Reddy, SVC
during an internship
By Prof. Sameer Mathur, IIM Luckno
www.IIMInternship.com