This document discusses key concepts around customer value and satisfaction. It states that successful marketers carefully manage their customer base and creating loyal customers is essential. It defines customer perceived value as the benefits versus costs of an offering compared to alternatives. Total customer cost considers monetary and non-monetary costs. Delivering high customer value is important, as is monitoring attributes and benefits that customers value. Loyalty involves a commitment to rebuy despite potential switching. Total customer satisfaction depends on past experiences and expectations. Recovering customer goodwill requires swift resolution of complaints. Product quality impacts customer satisfaction and company profitability. Marketing must identify customer needs and requirements to ensure quality.

2. SUCCESSFULMARKETERS
ARE THOSE WHO CAREFULLY MANAGE
THEIR CUSTOMER BASE.

3. CREATING LOYAL CUSTOMER IS AT THE
HEART OF EVERY BUSINESS.

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.
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8. DELIVERING
HIGH
CUSTOMER VALUE

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 ”.

10. TOTAL
CUSTOMER
SATISFACTION

12. FROM PAST BUYING
EXPERIENCE, FRIENDS AND
ASSOCIATES ADVICE
,MARKETERS AND COMPETIONS
INFORMATION AND PROMISE.

13. MONITORING
SATISFACTION

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.
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16. PRODUCT
AND
SERVICE
QUALITY

17. QUALITY IS THE TOTALITY OF
FEATURES AND CHARACTERISTICS
OF A PRODUCT OR SERVICE THAT
BEAR ON ITS ABILITY TO
SATISFY STATED OR
IMPLIED NEEDS.

18. PRODUCT
AND SERVICE
QUALITY
CUSTOMER
SATISFACTION
COMPANY
PROFITABILITY
IMPACT ON QUALITY

19. MARKETING AND TOTAL QUALITY
Identify customer needs and requirements.
Proper communication from customer .
On time service.
Customer care
After sale service.
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20. Customer value
Customer perceived value
Delivering high customer value
Product and Service Quality
Marketing and total quality

21. CREDIT
Philips kotler
Marketing Management : a south Asian perspective
Google Image Search
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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

23. THANK
YOU