Chapter5 creating customer value, satisfaction, and loyalty sept23

TOP 10 Learning Questions for Chapter 5 Creating Customer Value, Satisfaction, and Loyalty Situmorang September 23, 20101 www.berlysitumorang.blogspot.com

1. The perceived bundle of costs customers expect to incur in evaluating, obtaining, using, and disposing of the given market offering, including monetary, time, energy, and psychic costs is called the________. ,[object Object],[object Object],[object Object],[object Object],[object Object],www.berlysitumorang.blogspot.com

Total Customer Cost ,[object Object],Psychological cost Energy cost Time cost Monetary cost Total customer cost www.berlysitumorang.blogspot.com

2. Customer perceived value is the difference between the prospective customer’s evaluation of all the _______and all the ______ of an offering and the perceived alternatives ,[object Object],[object Object],[object Object],[object Object],[object Object],www.berlysitumorang.blogspot.com

Determinants of Customer Perceived Value Psychological cost Energy cost Time cost Monetary cost Total customer cost Image benefit Personal benefit Services benefit Product benefit Total customer benefit www.berlysitumorang.blogspot.com

3. Total customer satisfaction is measured based on the relationship of _______ ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],www.berlysitumorang.blogspot.com

Total Cusomer Satisfaction ,[object Object],www.berlysitumorang.blogspot.com

3. Total customer satisfaction is measured based on the relationship of _______ ,[object Object],[object Object],[object Object],[object Object],[object Object],www.berlysitumorang.blogspot.com

4. All of the following are measuring satisfaction, except : ,[object Object],[object Object],[object Object],[object Object],[object Object],www.berlysitumorang.blogspot.com

Measuring Satisfaction Periodic Surveys Customer Loss Rate Mystery Shoppers Monitor Competitive Performance www.berlysitumorang.blogspot.com

5. Which of the following is False? ,[object Object],[object Object],[object Object],[object Object],[object Object],www.berlysitumorang.blogspot.com

Steps in a Customer Value Analysis ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],www.berlysitumorang.blogspot.com

6. Which is True ,[object Object],[object Object],[object Object],[object Object],[object Object],www.berlysitumorang.blogspot.com

Maximizing Customer Lifetime Value ,[object Object],[object Object],[object Object],www.berlysitumorang.blogspot.com

7. Pal vs. Cebu is an example of ______ ,[object Object],[object Object],[object Object],[object Object],[object Object],www.berlysitumorang.blogspot.com

Customer Perceived value ,[object Object],[object Object],[object Object],[object Object],[object Object],www.berlysitumorang.blogspot.com

8. The following are examples of Customer Loyalty ,[object Object],[object Object],[object Object],[object Object],[object Object],www.berlysitumorang.blogspot.com

Top Brands in Customer Loyalty ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],www.berlysitumorang.blogspot.com

9. Example for Customer Satisfaction ,[object Object],[object Object],[object Object],[object Object],[object Object],www.berlysitumorang.blogspot.com

Customer Satisfaction ,[object Object],www.berlysitumorang.blogspot.com

10. Which is not an example of Customer Base is high value to company ,[object Object],[object Object],[object Object],[object Object],[object Object],www.berlysitumorang.blogspot.com

Customer Base ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],www.berlysitumorang.blogspot.com

TOP 10 Learning Questions for Chapter 5 Creating Customer Value, Satisfaction, and Loyalty Situmorang September 23, 2010 www.berlysitumorang.blogspot.com

Chapter5 creating customer value, satisfaction, and loyalty sept23

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