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Building Customer Loyalty Through Value, Satisfaction & Relationships

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Erwin Isla

The document discusses concepts for creating customer value, satisfaction, and loyalty. It outlines building customer value through perceived value and total customer satisfaction by meeting or exceeding expectations. It also emphasizes monitoring customer satisfaction regularly, maintaining high product and service quality, and managing customer relationships through databases to maximize loyalty over the long term. Developing loyalty programs and listening to customers are seen as key to strong customer relationship management.

Formation
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CREATING CUSTOMER VALUE, SATISFACTION & LOYALTY Erwin L. Isla, M.D. MBA/H Batch 8 Top 10+ Concepts
OUTLINE Chapter 5 Creating Customer Value, Satisfaction, and Loyalty
Outline ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Outline ,[object Object],[object Object],[object Object],[object Object],[object Object]
Outline ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Outline ,[object Object],[object Object],[object Object]
TOP 10+ CONCEPTS Chapter 5 Creating Customer Value, Satisfaction, and Loyalty
Customer Perceived Value ,[object Object],[object Object]
1. The buyer will choose whichever he/ she thinks delivers the highest perceived value. (p. 162) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Total Customer Satisfaction ,[object Object]
2. Raise expectations and deliver performance to match. (p. 165) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
3. Create a “branded customer experience”. (p. 165) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Monitoring Satisfaction ,[object Object],[object Object],[object Object],Strength and weakness?
4. Monitor customer satisfaction regularly.(p. 165) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Customer satisfaction Customer retention/ loyalty
Influence of Customer Satisfaction ,[object Object]
5. Customer satisfaction is both a goal and a marketing tool. (p.166) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Product and Service Quality ,[object Object],[object Object]
6. Quality is the key to value creation and customer satisfaction. (p. 170) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Customer Relations Management (CRM) ,[object Object]
7. Manage detailed information about individual customers and customer “touch points” to maximize loyalty. (p. 173) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Attracting and Retaining Customers ,[object Object]
8. Resort to customer discounts and other promotions to retain new customers and attract new ones ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Building Loyalty ,[object Object],[object Object],[object Object]
9. Listening to customers is crucial to customer relationship management. (p. 178) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
10. Develop “Loyalty Programs” to build long term loyalty with high CLV customers. (p. 179) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Customer Database and Database Marketing ,[object Object],[object Object]
11. Use technology to build customer value. (p. 181) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Summary ,[object Object],[object Object],[object Object],[object Object],[object Object]
Summary ,[object Object],[object Object],[object Object]
Summary ,[object Object],[object Object],[object Object]
Conclusion Know needs and wants Choices Customer relations And Loyalty
CREATING CUSTOMER VALUE, SATISFACTION & LOYALTY Erwin L. Isla, M.D. MBA/H Batch 8 Top 10+ Concepts THANK YOU!

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Building Customer Loyalty Through Value, Satisfaction & Relationships

  • 1. CREATING CUSTOMER VALUE, SATISFACTION & LOYALTY Erwin L. Isla, M.D. MBA/H Batch 8 Top 10+ Concepts
  • 2. OUTLINE Chapter 5 Creating Customer Value, Satisfaction, and Loyalty
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  • 7. TOP 10+ CONCEPTS Chapter 5 Creating Customer Value, Satisfaction, and Loyalty
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  • 31. Conclusion Know needs and wants Choices Customer relations And Loyalty
  • 32. CREATING CUSTOMER VALUE, SATISFACTION & LOYALTY Erwin L. Isla, M.D. MBA/H Batch 8 Top 10+ Concepts THANK YOU!