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Customer Satisfaction Presentation


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Top 10 concepts on customer value, loyalty and satisfaction in powerpoint presentation

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Customer Satisfaction Presentation

  1. 1. CREATING CUSTOMER VALUE, SATISFACTION & LOYALTY Mary Kristine P. Andrade Ateneo Graduate School of Business Top 10 Concepts
  2. 2. Outline: Creating customer value, satisfaction & loyalty by: <ul><li>Understanding customer perceived value </li></ul><ul><li>Interpreting customer satisfaction </li></ul>
  3. 3. Outline: Creating customer value, satisfaction & loyalty by: <ul><li>Monitoring satisfaction </li></ul><ul><li>Defining product and service quality </li></ul><ul><li>Maximizing customer lifetime value </li></ul>
  4. 4. Outline: Creating customer value, satisfaction & loyalty by: <ul><li>6. Using customer relationship management </li></ul><ul><li>7. Attracting and retaining customers </li></ul>
  5. 5. Outline: Creating customer value, satisfaction & loyalty by: <ul><li>8. Building loyalty </li></ul><ul><li>9. Creating customer databases </li></ul><ul><li>10. Using data warehouses and datamining </li></ul>
  6. 6. <ul><li>Customers are value maximizers </li></ul><ul><li>Choices and implications </li></ul>VS. Concept 1: Understanding customer perceived value
  7. 7. <ul><li>SATISFACTION: </li></ul><ul><li>Person’s feelings of pleasure or disappointment </li></ul><ul><li>“Branded customer experience” </li></ul>Concept 2: Interpreting customer satisfaction
  8. 8. <ul><li>Measure satisfaction: </li></ul><ul><li>Customer satisfaction as a marketing tool </li></ul><ul><li>Resolve customer complaints </li></ul>Concept 3: Monitoring satisfaction
  9. 9. <ul><li>Customer-centered </li></ul><ul><li>Total quality: everyone’s job </li></ul>Concept 4: Defining product and service quality
  10. 10. <ul><li>Measure customer satisfaction: </li></ul><ul><li>Customer profitability analysis </li></ul><ul><li>Customer portfolios </li></ul>Concept 5: Maximizing customer lifetime value
  11. 11. <ul><li>One-to-one marketing </li></ul><ul><ul><li>Identify prospects </li></ul></ul><ul><ul><li>Differentiate </li></ul></ul><ul><ul><li>Interact with individual customers </li></ul></ul><ul><ul><li>Customize offers </li></ul></ul>Concept 6: Using customer relationship management
  12. 12. <ul><li>Reducing defection </li></ul><ul><ul><li>ASK: Am I spending more trying to run after this lost customer than what he can actually contribute to my profits? </li></ul></ul><ul><li>Retention dynamics </li></ul>Concept 7: Attracting and retaining customers
  13. 13. <ul><li>Interact with customers </li></ul><ul><li>Develop loyalty programs </li></ul><ul><li>Personalize marketing </li></ul>Concept 8: Building loyalty
  14. 14. <ul><li>Mailing list </li></ul><ul><li>Business database </li></ul>Concept 9: Creating customer databases
  15. 15. <ul><li>USES: </li></ul><ul><ul><li>To identify prospects </li></ul></ul><ul><ul><li>Which customers to accept a particular offer </li></ul></ul><ul><ul><li>Deepen customer loyalty </li></ul></ul><ul><ul><li>Reactivate customer purchases </li></ul></ul><ul><ul><li>Avoid serious customer mistakes </li></ul></ul>Concept 10: Using data warehouses and datamining
  16. 16. Summary: Achieve satisfaction & loyalty by: <ul><li>Understanding and monitoring </li></ul><ul><li>Customer perceived value </li></ul><ul><li>Customer satisfaction </li></ul><ul><li>Product and service quality </li></ul><ul><li>Customer lifetime value </li></ul>
  17. 17. Summary: Achieve customer value, satisfaction & loyalty by: <ul><li>Building up on: </li></ul><ul><li>Customer relationship management </li></ul><ul><li>Customer loyalty </li></ul><ul><li>Customer databases </li></ul><ul><li>Data warehouses and datamining </li></ul>
  18. 18. My Conclusion: <ul><li>Attract and retain </li></ul><ul><li>loyal and satisfied customers </li></ul><ul><li>by giving them VALUE and </li></ul><ul><li>QUALITY CHOICES and </li></ul><ul><li>building RELATIONSHIPS. </li></ul>
  19. 19. THANK YOU!