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Chapter 5

Creating Long-term
Loyalty Relationship

Felipe R. Cabanero
Creating Long-term Loyalty
Relationship

Customers - are the only
reason why businessman
built factory, hire workers
and do business. There’s no
business without customers.
Creating Long-term Loyalty
Relationship

_
Total Customer
benefits

=
Customer Cost

Customers
Perceived Value
Creating Long-term Loyalty
Relationship

Total Customer
Satisfaction

Maximize Sales
Creating Long-term Loyalty
Relationship

Miximizing
Customer
Lifetime Value

More Viability and
Competitiveness
Creating Long-term Loyalty
Relationship

Attracting and
Retaining Customers

Target

Aware Open to
trial

Trier
Recent Regular Most
nonUser
User Often
used
rejecter

Loyal
Creating Long-term Loyalty
Relationship

Maintain
Customer
Satisfaction
Creating Long-term Loyalty
Relationship
Creating Long-term Loyalty
Relationship
Creating Long-term Loyalty
Relationship
Creating Long-term Loyalty
Relationship

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Chapter 5 creating long term loyalty relationship felipe cabanero sss mmdp batch5 05 february 2014