SlideShare a Scribd company logo
Chapter 5
Customer value, satisfaction and loyalty
We create customer value, satisfaction and loyalty by:
  1. Understanding customer perceived value (what is important for customers?)
  2. Interpreting customer satisfaction (what?)
  3. Monitoring satisfaction (how to use?)
  4. Defining product and service quality (what?)
  5. Maximizing customer lifetime value (how to measure?)
  6. Using customer relationship management (how?)
  7. Attracting and retaining customers (how?)
  8. Building loyalty (how?)
  9. Customer databases (what or how?)
  10. Data warehouses and data mining (for what?)


Mary Kristine P. Andrade (December 1, 2009)
 

More Related Content

What's hot

Customer Satisfaction
Customer SatisfactionCustomer Satisfaction
Customer Satisfaction
Mario Clement
 
Customer satisfaction presentation
Customer satisfaction   presentationCustomer satisfaction   presentation
Customer satisfaction presentation
Leoneil Cueto
 
Customer satisfaction
Customer satisfactionCustomer satisfaction
Customer satisfaction
Tejas Patil
 
Marketing 101 chapter2 building customer satisfaction
Marketing 101 chapter2 building customer satisfactionMarketing 101 chapter2 building customer satisfaction
Marketing 101 chapter2 building customer satisfaction
Marivic Macale
 
Strategies to increase customer satisfaction
Strategies to increase customer satisfactionStrategies to increase customer satisfaction
Strategies to increase customer satisfaction
Waffor Retail Solutions Private Limited
 
7 ways to provide great customer care
7 ways to provide great customer care7 ways to provide great customer care
7 ways to provide great customer care
Rosemary Nonny Knight | Entrepreneur Mentor Coach LION
 
Customer satisfaction
Customer satisfactionCustomer satisfaction
Customer satisfaction
Komal Sharma
 
Benefits of Constant Customer Contact
Benefits of Constant Customer ContactBenefits of Constant Customer Contact
Benefits of Constant Customer Contact
Viabl
 
10 Great Customer Relationship Quotes
10 Great Customer Relationship Quotes10 Great Customer Relationship Quotes
10 Great Customer Relationship Quotes
Viabl
 
BOOTSTRAPPING CUSTOMER SUCCESS: LESSONS LEARNED FROM THE ROAD
BOOTSTRAPPING CUSTOMER SUCCESS: LESSONS LEARNED FROM THE ROADBOOTSTRAPPING CUSTOMER SUCCESS: LESSONS LEARNED FROM THE ROAD
BOOTSTRAPPING CUSTOMER SUCCESS: LESSONS LEARNED FROM THE ROAD
Totango
 
5 Tips to Ensure Customer Delight
5 Tips to Ensure Customer Delight5 Tips to Ensure Customer Delight
5 Tips to Ensure Customer Delight
ZonkaFeedback
 
Customer Delight Series
Customer Delight SeriesCustomer Delight Series
Customer Delight Series
Cloudcherry
 
Why customer satisfaction is important?
Why customer satisfaction is important?Why customer satisfaction is important?
Why customer satisfaction is important?
fastmailsender
 
Measuring Customer Satisfaction
Measuring Customer SatisfactionMeasuring Customer Satisfaction
Measuring Customer SatisfactionMARY MALASZEK
 
10 Rules Of Customer Feedback
10 Rules Of Customer Feedback10 Rules Of Customer Feedback
10 Rules Of Customer Feedback
Felena Hanson
 
Customer delight upload
Customer delight   uploadCustomer delight   upload
Customer delight uploadvsudesh
 
The importance of customer service
The importance of customer serviceThe importance of customer service
The importance of customer service
Rasila Abdulla
 
Customer satisfaction analysis final
Customer satisfaction analysis finalCustomer satisfaction analysis final
Customer satisfaction analysis final
Hareesh M
 
Serve Your Customer Presentation Slides
Serve Your Customer Presentation SlidesServe Your Customer Presentation Slides
Serve Your Customer Presentation Slides
meridith
 

What's hot (20)

Customer Satisfaction
Customer SatisfactionCustomer Satisfaction
Customer Satisfaction
 
Customer satisfaction presentation
Customer satisfaction   presentationCustomer satisfaction   presentation
Customer satisfaction presentation
 
Customer satisfaction
Customer satisfactionCustomer satisfaction
Customer satisfaction
 
Marketing 101 chapter2 building customer satisfaction
Marketing 101 chapter2 building customer satisfactionMarketing 101 chapter2 building customer satisfaction
Marketing 101 chapter2 building customer satisfaction
 
Strategies to increase customer satisfaction
Strategies to increase customer satisfactionStrategies to increase customer satisfaction
Strategies to increase customer satisfaction
 
7 ways to provide great customer care
7 ways to provide great customer care7 ways to provide great customer care
7 ways to provide great customer care
 
Customer satisfaction
Customer satisfactionCustomer satisfaction
Customer satisfaction
 
Benefits of Constant Customer Contact
Benefits of Constant Customer ContactBenefits of Constant Customer Contact
Benefits of Constant Customer Contact
 
10 Great Customer Relationship Quotes
10 Great Customer Relationship Quotes10 Great Customer Relationship Quotes
10 Great Customer Relationship Quotes
 
BOOTSTRAPPING CUSTOMER SUCCESS: LESSONS LEARNED FROM THE ROAD
BOOTSTRAPPING CUSTOMER SUCCESS: LESSONS LEARNED FROM THE ROADBOOTSTRAPPING CUSTOMER SUCCESS: LESSONS LEARNED FROM THE ROAD
BOOTSTRAPPING CUSTOMER SUCCESS: LESSONS LEARNED FROM THE ROAD
 
5 Tips to Ensure Customer Delight
5 Tips to Ensure Customer Delight5 Tips to Ensure Customer Delight
5 Tips to Ensure Customer Delight
 
Customer Delight Series
Customer Delight SeriesCustomer Delight Series
Customer Delight Series
 
Make a good relationship with your customer
Make a good relationship with your customerMake a good relationship with your customer
Make a good relationship with your customer
 
Why customer satisfaction is important?
Why customer satisfaction is important?Why customer satisfaction is important?
Why customer satisfaction is important?
 
Measuring Customer Satisfaction
Measuring Customer SatisfactionMeasuring Customer Satisfaction
Measuring Customer Satisfaction
 
10 Rules Of Customer Feedback
10 Rules Of Customer Feedback10 Rules Of Customer Feedback
10 Rules Of Customer Feedback
 
Customer delight upload
Customer delight   uploadCustomer delight   upload
Customer delight upload
 
The importance of customer service
The importance of customer serviceThe importance of customer service
The importance of customer service
 
Customer satisfaction analysis final
Customer satisfaction analysis finalCustomer satisfaction analysis final
Customer satisfaction analysis final
 
Serve Your Customer Presentation Slides
Serve Your Customer Presentation SlidesServe Your Customer Presentation Slides
Serve Your Customer Presentation Slides
 

Recently uploaded

Sha'Carri Richardson Presentation 202345
Sha'Carri Richardson Presentation 202345Sha'Carri Richardson Presentation 202345
Sha'Carri Richardson Presentation 202345
beazzy04
 
Polish students' mobility in the Czech Republic
Polish students' mobility in the Czech RepublicPolish students' mobility in the Czech Republic
Polish students' mobility in the Czech Republic
Anna Sz.
 
Biological Screening of Herbal Drugs in detailed.
Biological Screening of Herbal Drugs in detailed.Biological Screening of Herbal Drugs in detailed.
Biological Screening of Herbal Drugs in detailed.
Ashokrao Mane college of Pharmacy Peth-Vadgaon
 
A Strategic Approach: GenAI in Education
A Strategic Approach: GenAI in EducationA Strategic Approach: GenAI in Education
A Strategic Approach: GenAI in Education
Peter Windle
 
Lapbook sobre os Regimes Totalitários.pdf
Lapbook sobre os Regimes Totalitários.pdfLapbook sobre os Regimes Totalitários.pdf
Lapbook sobre os Regimes Totalitários.pdf
Jean Carlos Nunes Paixão
 
Synthetic Fiber Construction in lab .pptx
Synthetic Fiber Construction in lab .pptxSynthetic Fiber Construction in lab .pptx
Synthetic Fiber Construction in lab .pptx
Pavel ( NSTU)
 
"Protectable subject matters, Protection in biotechnology, Protection of othe...
"Protectable subject matters, Protection in biotechnology, Protection of othe..."Protectable subject matters, Protection in biotechnology, Protection of othe...
"Protectable subject matters, Protection in biotechnology, Protection of othe...
SACHIN R KONDAGURI
 
Welcome to TechSoup New Member Orientation and Q&A (May 2024).pdf
Welcome to TechSoup   New Member Orientation and Q&A (May 2024).pdfWelcome to TechSoup   New Member Orientation and Q&A (May 2024).pdf
Welcome to TechSoup New Member Orientation and Q&A (May 2024).pdf
TechSoup
 
Additional Benefits for Employee Website.pdf
Additional Benefits for Employee Website.pdfAdditional Benefits for Employee Website.pdf
Additional Benefits for Employee Website.pdf
joachimlavalley1
 
Model Attribute Check Company Auto Property
Model Attribute  Check Company Auto PropertyModel Attribute  Check Company Auto Property
Model Attribute Check Company Auto Property
Celine George
 
TESDA TM1 REVIEWER FOR NATIONAL ASSESSMENT WRITTEN AND ORAL QUESTIONS WITH A...
TESDA TM1 REVIEWER  FOR NATIONAL ASSESSMENT WRITTEN AND ORAL QUESTIONS WITH A...TESDA TM1 REVIEWER  FOR NATIONAL ASSESSMENT WRITTEN AND ORAL QUESTIONS WITH A...
TESDA TM1 REVIEWER FOR NATIONAL ASSESSMENT WRITTEN AND ORAL QUESTIONS WITH A...
EugeneSaldivar
 
Acetabularia Information For Class 9 .docx
Acetabularia Information For Class 9  .docxAcetabularia Information For Class 9  .docx
Acetabularia Information For Class 9 .docx
vaibhavrinwa19
 
The Roman Empire A Historical Colossus.pdf
The Roman Empire A Historical Colossus.pdfThe Roman Empire A Historical Colossus.pdf
The Roman Empire A Historical Colossus.pdf
kaushalkr1407
 
Adversarial Attention Modeling for Multi-dimensional Emotion Regression.pdf
Adversarial Attention Modeling for Multi-dimensional Emotion Regression.pdfAdversarial Attention Modeling for Multi-dimensional Emotion Regression.pdf
Adversarial Attention Modeling for Multi-dimensional Emotion Regression.pdf
Po-Chuan Chen
 
Mule 4.6 & Java 17 Upgrade | MuleSoft Mysore Meetup #46
Mule 4.6 & Java 17 Upgrade | MuleSoft Mysore Meetup #46Mule 4.6 & Java 17 Upgrade | MuleSoft Mysore Meetup #46
Mule 4.6 & Java 17 Upgrade | MuleSoft Mysore Meetup #46
MysoreMuleSoftMeetup
 
Embracing GenAI - A Strategic Imperative
Embracing GenAI - A Strategic ImperativeEmbracing GenAI - A Strategic Imperative
Embracing GenAI - A Strategic Imperative
Peter Windle
 
Chapter 3 - Islamic Banking Products and Services.pptx
Chapter 3 - Islamic Banking Products and Services.pptxChapter 3 - Islamic Banking Products and Services.pptx
Chapter 3 - Islamic Banking Products and Services.pptx
Mohd Adib Abd Muin, Senior Lecturer at Universiti Utara Malaysia
 
aaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa
aaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa
aaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa
siemaillard
 
The French Revolution Class 9 Study Material pdf free download
The French Revolution Class 9 Study Material pdf free downloadThe French Revolution Class 9 Study Material pdf free download
The French Revolution Class 9 Study Material pdf free download
Vivekanand Anglo Vedic Academy
 
The basics of sentences session 5pptx.pptx
The basics of sentences session 5pptx.pptxThe basics of sentences session 5pptx.pptx
The basics of sentences session 5pptx.pptx
heathfieldcps1
 

Recently uploaded (20)

Sha'Carri Richardson Presentation 202345
Sha'Carri Richardson Presentation 202345Sha'Carri Richardson Presentation 202345
Sha'Carri Richardson Presentation 202345
 
Polish students' mobility in the Czech Republic
Polish students' mobility in the Czech RepublicPolish students' mobility in the Czech Republic
Polish students' mobility in the Czech Republic
 
Biological Screening of Herbal Drugs in detailed.
Biological Screening of Herbal Drugs in detailed.Biological Screening of Herbal Drugs in detailed.
Biological Screening of Herbal Drugs in detailed.
 
A Strategic Approach: GenAI in Education
A Strategic Approach: GenAI in EducationA Strategic Approach: GenAI in Education
A Strategic Approach: GenAI in Education
 
Lapbook sobre os Regimes Totalitários.pdf
Lapbook sobre os Regimes Totalitários.pdfLapbook sobre os Regimes Totalitários.pdf
Lapbook sobre os Regimes Totalitários.pdf
 
Synthetic Fiber Construction in lab .pptx
Synthetic Fiber Construction in lab .pptxSynthetic Fiber Construction in lab .pptx
Synthetic Fiber Construction in lab .pptx
 
"Protectable subject matters, Protection in biotechnology, Protection of othe...
"Protectable subject matters, Protection in biotechnology, Protection of othe..."Protectable subject matters, Protection in biotechnology, Protection of othe...
"Protectable subject matters, Protection in biotechnology, Protection of othe...
 
Welcome to TechSoup New Member Orientation and Q&A (May 2024).pdf
Welcome to TechSoup   New Member Orientation and Q&A (May 2024).pdfWelcome to TechSoup   New Member Orientation and Q&A (May 2024).pdf
Welcome to TechSoup New Member Orientation and Q&A (May 2024).pdf
 
Additional Benefits for Employee Website.pdf
Additional Benefits for Employee Website.pdfAdditional Benefits for Employee Website.pdf
Additional Benefits for Employee Website.pdf
 
Model Attribute Check Company Auto Property
Model Attribute  Check Company Auto PropertyModel Attribute  Check Company Auto Property
Model Attribute Check Company Auto Property
 
TESDA TM1 REVIEWER FOR NATIONAL ASSESSMENT WRITTEN AND ORAL QUESTIONS WITH A...
TESDA TM1 REVIEWER  FOR NATIONAL ASSESSMENT WRITTEN AND ORAL QUESTIONS WITH A...TESDA TM1 REVIEWER  FOR NATIONAL ASSESSMENT WRITTEN AND ORAL QUESTIONS WITH A...
TESDA TM1 REVIEWER FOR NATIONAL ASSESSMENT WRITTEN AND ORAL QUESTIONS WITH A...
 
Acetabularia Information For Class 9 .docx
Acetabularia Information For Class 9  .docxAcetabularia Information For Class 9  .docx
Acetabularia Information For Class 9 .docx
 
The Roman Empire A Historical Colossus.pdf
The Roman Empire A Historical Colossus.pdfThe Roman Empire A Historical Colossus.pdf
The Roman Empire A Historical Colossus.pdf
 
Adversarial Attention Modeling for Multi-dimensional Emotion Regression.pdf
Adversarial Attention Modeling for Multi-dimensional Emotion Regression.pdfAdversarial Attention Modeling for Multi-dimensional Emotion Regression.pdf
Adversarial Attention Modeling for Multi-dimensional Emotion Regression.pdf
 
Mule 4.6 & Java 17 Upgrade | MuleSoft Mysore Meetup #46
Mule 4.6 & Java 17 Upgrade | MuleSoft Mysore Meetup #46Mule 4.6 & Java 17 Upgrade | MuleSoft Mysore Meetup #46
Mule 4.6 & Java 17 Upgrade | MuleSoft Mysore Meetup #46
 
Embracing GenAI - A Strategic Imperative
Embracing GenAI - A Strategic ImperativeEmbracing GenAI - A Strategic Imperative
Embracing GenAI - A Strategic Imperative
 
Chapter 3 - Islamic Banking Products and Services.pptx
Chapter 3 - Islamic Banking Products and Services.pptxChapter 3 - Islamic Banking Products and Services.pptx
Chapter 3 - Islamic Banking Products and Services.pptx
 
aaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa
aaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa
aaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa
 
The French Revolution Class 9 Study Material pdf free download
The French Revolution Class 9 Study Material pdf free downloadThe French Revolution Class 9 Study Material pdf free download
The French Revolution Class 9 Study Material pdf free download
 
The basics of sentences session 5pptx.pptx
The basics of sentences session 5pptx.pptxThe basics of sentences session 5pptx.pptx
The basics of sentences session 5pptx.pptx
 

Customer value, satisfaction and loyalty

  • 1. Chapter 5 Customer value, satisfaction and loyalty We create customer value, satisfaction and loyalty by: 1. Understanding customer perceived value (what is important for customers?) 2. Interpreting customer satisfaction (what?) 3. Monitoring satisfaction (how to use?) 4. Defining product and service quality (what?) 5. Maximizing customer lifetime value (how to measure?) 6. Using customer relationship management (how?) 7. Attracting and retaining customers (how?) 8. Building loyalty (how?) 9. Customer databases (what or how?) 10. Data warehouses and data mining (for what?) Mary Kristine P. Andrade (December 1, 2009)