1. BUILDING CUSTOMER
SATISFACTION, VALUE, AND
RETENTION
Grace Abilay
MM 513 – Marketing Management

2. OBJECTIVES
What are customer value and satisfaction, and
how can companies deliver them?
 What makes a high-performance business?
 How can companies both attract and retain
customers?
 How can companies improve both customer
and company profitability?


3. COSTUMER VALUE & SATIFACTION
Image by adhunik.com – customer satisfaction

4. COSTUMER VALUE & SATIFACTION
Image by religence.com – value customer relationship

5. HOW CAN COMPANIES DELIVER COSTUMER
VALUE AND SATISFACTION?

EXCEED CUSTOMER EXPECTATIONS

KNOW WHAT’S THE CUSTOMER NEEDS

LISTEN, IDENTIFY AND PROVIDE THE BEST THING TO OFFER TO
DELIGHT THE CUSTOMER.

6. HOW CAN COMPANIES BOTH ATTRACT AND
RETAIN CUSTOMER?

Customer Motivation
Create a need for the product first. Offer a good demonstration
of the product, if needed. Convince the customer that he needs
the product in the first place.

Know the Customer
Match the kind of customer to the product. The product’s
objectives must adhere to the customer’s needs. Without this,
the whole purpose of marketing will be defeated.
Source: E21 Global Entrepreneurs Network

7. HOW CAN COMPANIES BOTH ATTRACT AND
RETAIN CUSTOMER?

First Impression
While explaining the product, choose your words carefully. Keep
the best words at the surface. The first two minutes of the
product orientation will create an impact on the customer.
Prolonged marketing will not satisfy the customer, for the
customer that is impatient.

Brand Confidence
Brand value assuages for the major part of marketing.
However, a brand value can be created only through effective
marketing. Though you might find this confusing, practical
implementation of this aid will offer better clarity.
Source: E21 Global Entrepreneurs Network

8. HOW CAN COMPANIES BOTH ATTRACT AND
RETAIN CUSTOMER?

Patience
Never expect instant results from your customers. The brand
needs to get established in a steadfast manner. There is a
gestation period from marketing to customer feedback. Remain
patient and be optimistic until then. Customer relationships will
not spring forth overnight, but will evolve over time.

Feedback Adherence
Customer feedback is the ultimate gospel for building a
concrete tool to retain customers. Know what the customer
wants and reckon the suggestions.
Source: E21 Global Entrepreneurs Network

9. HOW CAN COMPANIES BOTH ATTRACT AND
RETAIN CUSTOMER?

Elimination of Doubts
When in doubt, leave the detail. Come back to it later, work on
it and proceed accordingly. There should be a hindrance free
interface between you and the customer. This will help in
building a confidence level in the customer.

Quality
Offer quality services to aid the product you market. Remember
that the product alone is stranded without proper packaging.
Brand value and your marketing skills will improve the
intangible packaging of the product quality.
Source: E21 Global Entrepreneurs Network

10. HOW CAN COMPANIES BOTH ATTRACT AND
RETAIN CUSTOMER?

Credibility
A customer will be attracted to trustworthy marketing. If he is
convinced that the product is as authentic and genuine as you
have portrayed it to be, there is no doubt that you have retained
him successfully.

Innovation
Portals, web, and mobile applications can be developed to
meet specific business needs, personalize services and provide
additional flexibility.
Source: E21 Global Entrepreneurs Network

11. HOW CAN COMPANIES IMPROVE BOTH
CUSTOMER AND COMPANY PROFITABILITY?

Cut across the entire value chain;

Focus on multiple rather than single transactions of a customer

Focus on multiple products bought by a single customer

Accumulate costs related to a customer rather than to a
specific product or service;
Source: Entrepreneurs .com

12. THANK YOU…