1. CUSTOMER SATISFACTION & LOYALTY Prepared by: Mustafa AYDIN

2. Customer Satisfaction Difference between your cost to your customer and your perceived value to the customer M easure of how products and services supplied by a company meet or surpass customer expectation YOUR PERCEIVED VALUE YOUR COST SATISFACTION S E R V I C E E X P E C T A T I O N

4. 1 st Priority!!! What did you do for your customer today and did you share it with them? Honour Your Promises Anticipate Your Client's Needs Attention to Detail Listen to the voice of your customer (VOC) & Evaluate it Measure customer satisfaction Be Accessible !!! Be Proactive !!!

6. What Makes Them Special? Cult brands are special class of magnetic brands that command super-high customer loyalty and almost evangelical customers or followers who are devoted to them. ANSWER: Excellent Relationship with their customers

7. Satisfaction Vs Loyalty SATISFACTION relates to the results of a process (short-term) LOYALTY relates to a relationship (long-term) Based on a study by Cornell University’s Center for Hospitality, which examined the habits of several hundred guests at two typical Midwest hotels, the study found, among other things, that while 36% of business/leisure travelers were “satisfied” with their hotel—and even professed loyalty to it—they weren’t sure they’d stay at the same place on a subsequent visit.

9. Resources: http ://www.businesstechnologyradio.com/Portals/274/images/customer-loyalty-small.jpg http://www.slideshare.net/mssridhar/serivce-quality-and-customer-satisfaction-presentation http://www.businesstown.com/marketing/customer.asp http://www.jimnovo.com/Customer-Loyalty-more.htm http://www.slideshare.net/cultbranding.com/introduction-to-cult-branding-the-truth-behind-customer-loyalty http://www.surveymethods.com/glossary/article_satis_loyalty_l.aspx