Customer Satisfaction Presentation_Visual Model

CREATING CUSTOMER VALUE, SATISFACTION & LOYALTY Mary Kristine P. Andrade Ateneo Graduate School of Business Top 10 Concepts Visual Model

Outline: Creating customer value, satisfaction & loyalty by: ,[object Object],[object Object]

Outline: Creating customer value, satisfaction & loyalty by: ,[object Object],[object Object],[object Object]

Companies think how to make a customer happy

Companies take the pulse of the market PULSE

Create and offer options that give value to market preferences PULSE

Customer chooses what makes him happy PULSE

Happy customers become loyal PULSE 1

A happy, loyal customer = marketing tool 1

More customers = more preferences

Do data mining to create mailing lists and databases ,[object Object],[object Object],[object Object],[object Object]

From these data: enhance old offerings and create new options

More satisfied customers: more marketing tools and more data to study

PULSE 1 ,[object Object],[object Object],[object Object],[object Object],SUMMARY: It’s a cycle

Summary: Achieve satisfaction & loyalty by: ,[object Object],[object Object],[object Object],[object Object],[object Object]

Summary: Achieve customer value, satisfaction & loyalty by: ,[object Object],[object Object],[object Object],[object Object],[object Object]

My Conclusion: ,[object Object],[object Object],[object Object],[object Object],[object Object],1 PULSE

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