SlideShare ist ein Scribd-Unternehmen logo

C:\Fakepath\Final Customer Value, Satisfaction And Loyalty

•
•
V
victorialoreliemtan

Final Chapter 5: Customer Value, Loyalty & Satisfaction

Bildung
1 von 28
Chapter 5: Creating Customer Value, Satisfaction and Loyalty The Top Ten Concepts: With RP Medical Applications Victoria Lorelie “ Girlie” M. Tan V49 Marketing Management April, 2010 www.victorialoreliemtan.blogspot.com
Chapter 5 Outline ,[object Object],[object Object],[object Object],[object Object],[object Object]
Concept 1: Product and Service Quality means The Ability to satisfy Needs. ? SOFTDRINKS COLD CUSTOMER NEEDS FEATURES OF PRODUCTS SATISFY Definition 3 WATER
Concept 1: Product and Service Quality means The Ability to satisfy Needs. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Definition 4
Concept 2: Customer Satisfaction will depend on Experience vs. Expectations EXPERIENCE EXPECTATIONS VS. Definition 5
Concept 2: Customer Satisfaction will depend on Experience vs. Expectations ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Definition 6
Concept 3: Customer Loyalty is being “ TRUE-BLUE” TRUE-BLUE TOYOTA COLGATE Definition 7
Concept 3: Customer Loyalty: “ TRUE-BLUE” ,[object Object],[object Object],[object Object],[object Object],[object Object],Definition 8
Concept 4: Customers on TOP Business Model is the best. CUSTOMERS ,[object Object],[object Object],[object Object],How 9 CUSTOMERS
Concept 4: Customers on TOP VS. Traditional Model CUSTOMERS VS. How 10
Concept 4: Customers are on TOP!!! ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],How 11
Concept 5: Customer Perceived Value (CPV) = Benefit - Cost? CUSTOMER COSTS CUSTOMER BENEFITS PRODUCTS VS. SERVICES PERSONNEL IMAGE MONETARY TIME ENERGY PSYCHOLOGICAL How 12
Concept 5: Steps in Customer Value Analysis. ,[object Object],[object Object],COST RANK BENEFITS RAN K PRICE 6 QUALITY 9 TIME 8 SERVICES 7 ENERGY 5 PERSONNEL 4 IMAGE 8 PSYCHOLOGICAL 8 TOTAL 27 TOTAL 28 How 13
Concept 5: Steps in Customer Value Analysis. ,[object Object],[object Object], COST BENEFITS COMPANY 27 28 COMPETITORS 32 20 CUSTOMER 32 32 How 14
Concept 5: Steps in Customer Value Analysis. ,[object Object],[object Object],EXAMINE PRICE & MONITOR How 15
Concept 5: Customer Perceived Value (CPV) = Benefit - Cost? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],How 16
Concept 6: Customer Profitability: Net Positive Value REVENUES COSTS ,[object Object],[object Object],[object Object],Labor Cost Materials Overhead How 17
Concept 6: Customer Profitability: Net Positive Value ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],How 18
Concept 7: Customer Relationship Mgt.: Managing customer touch points COSTS SPEED CUSTOMER FEEDBACK LISTEN U How 19
Concept 7: Customer Relationship Mgt.: Managing customer touch points ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],How 20
Concept 8: Customer Relationship Mgt.: Retention Dynamics IDENTIFY POTENTIALS ? GOOD BAD 1 ST TIME REPEATS CLIENTS PARTNERS MEMBERS How 21
Concept 8: Customer Relationship Mgt.: Retention Dynamics ,[object Object],[object Object],[object Object],[object Object],[object Object],How 22
Concept 9: Customer Relationship Mgt.: Personalizing Marketing CLIENTS R’ INDIVIDUALS TECHNOLOGY INSTITUTIONAL TIES WIN - BACK How 23
Concept 9: Customer Relationship Mgt.: Personalizing Marketing ,[object Object],[object Object],[object Object],[object Object],[object Object],How 24
Concept 10: Customer Database: Uses in Marketing PATIENT DATA CUSTOMER DATABASE COMPUTER SYSTEM How 25
Concept 10: Customer Database: Uses in Marketing ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],How 26
Summary: Customer is No. 1 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Summary 27
Chapter 5: Creating Customer Value, Satisfaction and Loyalty The Top Ten Concepts: With RP Medical Applications Victoria Lorelie M. Tan V49 Marketing Management April, 2010

Empfohlen

Chapter 5: Creating Customer Value, Satisfaction, and Loyalty
Chapter 5: Creating Customer Value, Satisfaction, and LoyaltyChapter 5: Creating Customer Value, Satisfaction, and Loyalty
Chapter 5: Creating Customer Value, Satisfaction, and LoyaltyJover Chavez
 
Importance Of Retention
Importance Of RetentionImportance Of Retention
Importance Of RetentionWebanalisten .nl
 
Kotler Mm13e Media 05 Creating Customer Value, Satisfaction, And Loyalty
Kotler Mm13e Media 05 Creating Customer Value, Satisfaction, And LoyaltyKotler Mm13e Media 05 Creating Customer Value, Satisfaction, And Loyalty
Kotler Mm13e Media 05 Creating Customer Value, Satisfaction, And LoyaltyInstitute of Management Studies UOP
 
Customer Retention Strategy
Customer Retention StrategyCustomer Retention Strategy
Customer Retention StrategyAvinash Kumar
 
Customer Retention Strategies
Customer Retention StrategiesCustomer Retention Strategies
Customer Retention StrategiesClearAction
 
Chapter 5 Creating Customer Value, Satisfaction And Loyalty
Chapter 5 Creating Customer Value, Satisfaction And LoyaltyChapter 5 Creating Customer Value, Satisfaction And Loyalty
Chapter 5 Creating Customer Value, Satisfaction And LoyaltyDiarta
 
Creating customer value, satisfaction & loyalty
Creating customer value, satisfaction & loyaltyCreating customer value, satisfaction & loyalty
Creating customer value, satisfaction & loyaltyJoan Soliven
 
Customer Retention! The Key to Business Growth
Customer Retention! The Key to Business GrowthCustomer Retention! The Key to Business Growth
Customer Retention! The Key to Business GrowthRE/MAX Andhra Pradesh
 

Empfohlen

Chapter 5: Creating Customer Value, Satisfaction, and Loyalty
Chapter 5: Creating Customer Value, Satisfaction, and LoyaltyChapter 5: Creating Customer Value, Satisfaction, and Loyalty
Chapter 5: Creating Customer Value, Satisfaction, and LoyaltyJover Chavez
 
Importance Of Retention
Importance Of RetentionImportance Of Retention
Importance Of RetentionWebanalisten .nl
 
Kotler Mm13e Media 05 Creating Customer Value, Satisfaction, And Loyalty
Kotler Mm13e Media 05 Creating Customer Value, Satisfaction, And LoyaltyKotler Mm13e Media 05 Creating Customer Value, Satisfaction, And Loyalty
Kotler Mm13e Media 05 Creating Customer Value, Satisfaction, And LoyaltyInstitute of Management Studies UOP
 
Customer Retention Strategy
Customer Retention StrategyCustomer Retention Strategy
Customer Retention StrategyAvinash Kumar
 
Customer Retention Strategies
Customer Retention StrategiesCustomer Retention Strategies
Customer Retention StrategiesClearAction
 
Chapter 5 Creating Customer Value, Satisfaction And Loyalty
Chapter 5 Creating Customer Value, Satisfaction And LoyaltyChapter 5 Creating Customer Value, Satisfaction And Loyalty
Chapter 5 Creating Customer Value, Satisfaction And LoyaltyDiarta
 
Creating customer value, satisfaction & loyalty
Creating customer value, satisfaction & loyaltyCreating customer value, satisfaction & loyalty
Creating customer value, satisfaction & loyaltyJoan Soliven
 
Customer Retention! The Key to Business Growth
Customer Retention! The Key to Business GrowthCustomer Retention! The Key to Business Growth
Customer Retention! The Key to Business GrowthRE/MAX Andhra Pradesh
 
Customer retention
Customer retentionCustomer retention
Customer retentionAtul Wadkar
 
Customer satisfaction and loyalty
Customer satisfaction and loyaltyCustomer satisfaction and loyalty
Customer satisfaction and loyaltyRonald van Haaften MBA
 
What Is a Customer Worth? Understanding Customer Lifetime Value
What Is a Customer Worth? Understanding Customer Lifetime ValueWhat Is a Customer Worth? Understanding Customer Lifetime Value
What Is a Customer Worth? Understanding Customer Lifetime ValueAdam Toporek
 
Customer Retention
Customer RetentionCustomer Retention
Customer RetentionYayvo.com
 
Customer Satisfaction VS. Customer Retention
Customer Satisfaction VS. Customer RetentionCustomer Satisfaction VS. Customer Retention
Customer Satisfaction VS. Customer RetentionAhmad Heshmat
 
Creating customer value, Satisfaction and Loyalty
Creating customer value, Satisfaction and LoyaltyCreating customer value, Satisfaction and Loyalty
Creating customer value, Satisfaction and LoyaltyFree Talk 2 Other
 
Customer Retention
Customer Retention Customer Retention
Customer Retention Somo
 
Chapter5 creating customer value, satisfaction, and loyalty sept23
Chapter5 creating customer value, satisfaction, and loyalty sept23Chapter5 creating customer value, satisfaction, and loyalty sept23
Chapter5 creating customer value, satisfaction, and loyalty sept23situmobe
 
Chapter 5 creating customer value, satisfaction and loyalty
Chapter 5 creating customer value, satisfaction and loyaltyChapter 5 creating customer value, satisfaction and loyalty
Chapter 5 creating customer value, satisfaction and loyaltyk3llycr1s0st
 
Athavale katie ignite presentation_creating customer value, satisfaction, and...
Athavale katie ignite presentation_creating customer value, satisfaction, and...Athavale katie ignite presentation_creating customer value, satisfaction, and...
Athavale katie ignite presentation_creating customer value, satisfaction, and...Katie Athavale
 
7 Efficient ways to retain your customers
7 Efficient ways to retain your customers7 Efficient ways to retain your customers
7 Efficient ways to retain your customersVartika Kashyap
 
The Secrets to Increasing Customer Retention and Renewals
The Secrets to Increasing Customer Retention and RenewalsThe Secrets to Increasing Customer Retention and Renewals
The Secrets to Increasing Customer Retention and RenewalsSocious
 
How to Improve Customer Retention by Building Emotionally Engaging Customer E...
How to Improve Customer Retention by Building Emotionally Engaging Customer E...How to Improve Customer Retention by Building Emotionally Engaging Customer E...
How to Improve Customer Retention by Building Emotionally Engaging Customer E...Parature, from Microsoft
 
Creating customer value and customer relationship s1
Creating customer value and customer relationship s1Creating customer value and customer relationship s1
Creating customer value and customer relationship s1Sameer Mathur
 
The Loyalty Program: A Recipe for Success
The Loyalty Program: A Recipe for SuccessThe Loyalty Program: A Recipe for Success
The Loyalty Program: A Recipe for SuccessNational Restaurant Association
 
Customer Loyalty and Retention strategies
Customer Loyalty and Retention strategiesCustomer Loyalty and Retention strategies
Customer Loyalty and Retention strategiesDung Tri
 
Marketing 101 chapter2 building customer satisfaction
Marketing 101 chapter2 building customer satisfactionMarketing 101 chapter2 building customer satisfaction
Marketing 101 chapter2 building customer satisfactionMarivic Macale
 
Customer Retention & Customer Acquisition
Customer Retention & Customer AcquisitionCustomer Retention & Customer Acquisition
Customer Retention & Customer AcquisitionPratiksha Manan
 
Customer lifetime value ppttt
Customer lifetime value pptttCustomer lifetime value ppttt
Customer lifetime value pptttJaswinder Singh
 
Marketing prgogram session(1)
Marketing prgogram session(1)Marketing prgogram session(1)
Marketing prgogram session(1)Khaled Bekhet
 
Group 5 (1)
Group 5 (1)Group 5 (1)
Group 5 (1)guna
 
Chapter 5 managing marketing for mice industry
Chapter 5 managing marketing for mice industryChapter 5 managing marketing for mice industry
Chapter 5 managing marketing for mice industryPavit Tansakul
 

Weitere ähnliche Inhalte

Was ist angesagt?

Customer retention
Customer retentionCustomer retention
Customer retentionAtul Wadkar
 
What Is a Customer Worth? Understanding Customer Lifetime Value
What Is a Customer Worth? Understanding Customer Lifetime ValueWhat Is a Customer Worth? Understanding Customer Lifetime Value
What Is a Customer Worth? Understanding Customer Lifetime ValueAdam Toporek
 
Customer Retention
Customer RetentionCustomer Retention
Customer RetentionYayvo.com
 
Customer Satisfaction VS. Customer Retention
Customer Satisfaction VS. Customer RetentionCustomer Satisfaction VS. Customer Retention
Customer Satisfaction VS. Customer RetentionAhmad Heshmat
 
Creating customer value, Satisfaction and Loyalty
Creating customer value, Satisfaction and LoyaltyCreating customer value, Satisfaction and Loyalty
Creating customer value, Satisfaction and LoyaltyFree Talk 2 Other
 
Customer Retention
Customer Retention Customer Retention
Customer Retention Somo
 
Chapter5 creating customer value, satisfaction, and loyalty sept23
Chapter5 creating customer value, satisfaction, and loyalty sept23Chapter5 creating customer value, satisfaction, and loyalty sept23
Chapter5 creating customer value, satisfaction, and loyalty sept23situmobe
 
Chapter 5 creating customer value, satisfaction and loyalty
Chapter 5 creating customer value, satisfaction and loyaltyChapter 5 creating customer value, satisfaction and loyalty
Chapter 5 creating customer value, satisfaction and loyaltyk3llycr1s0st
 
Athavale katie ignite presentation_creating customer value, satisfaction, and...
Athavale katie ignite presentation_creating customer value, satisfaction, and...Athavale katie ignite presentation_creating customer value, satisfaction, and...
Athavale katie ignite presentation_creating customer value, satisfaction, and...Katie Athavale
 
7 Efficient ways to retain your customers
7 Efficient ways to retain your customers7 Efficient ways to retain your customers
7 Efficient ways to retain your customersVartika Kashyap
 
The Secrets to Increasing Customer Retention and Renewals
The Secrets to Increasing Customer Retention and RenewalsThe Secrets to Increasing Customer Retention and Renewals
The Secrets to Increasing Customer Retention and RenewalsSocious
 
How to Improve Customer Retention by Building Emotionally Engaging Customer E...
How to Improve Customer Retention by Building Emotionally Engaging Customer E...How to Improve Customer Retention by Building Emotionally Engaging Customer E...
How to Improve Customer Retention by Building Emotionally Engaging Customer E...Parature, from Microsoft
 
Creating customer value and customer relationship s1
Creating customer value and customer relationship s1Creating customer value and customer relationship s1
Creating customer value and customer relationship s1Sameer Mathur
 
Customer Loyalty and Retention strategies
Customer Loyalty and Retention strategiesCustomer Loyalty and Retention strategies
Customer Loyalty and Retention strategiesDung Tri
 
Marketing 101 chapter2 building customer satisfaction
Marketing 101 chapter2 building customer satisfactionMarketing 101 chapter2 building customer satisfaction
Marketing 101 chapter2 building customer satisfactionMarivic Macale
 
Customer Retention & Customer Acquisition
Customer Retention & Customer AcquisitionCustomer Retention & Customer Acquisition
Customer Retention & Customer AcquisitionPratiksha Manan
 
Customer lifetime value ppttt
Customer lifetime value pptttCustomer lifetime value ppttt
Customer lifetime value pptttJaswinder Singh
 

Was ist angesagt? (19)

Customer retention
Customer retentionCustomer retention
Customer retention
 
Customer satisfaction and loyalty
Customer satisfaction and loyaltyCustomer satisfaction and loyalty
Customer satisfaction and loyalty
 
What Is a Customer Worth? Understanding Customer Lifetime Value
What Is a Customer Worth? Understanding Customer Lifetime ValueWhat Is a Customer Worth? Understanding Customer Lifetime Value
What Is a Customer Worth? Understanding Customer Lifetime Value
 
Customer Retention
Customer RetentionCustomer Retention
Customer Retention
 
Customer Satisfaction VS. Customer Retention
Customer Satisfaction VS. Customer RetentionCustomer Satisfaction VS. Customer Retention
Customer Satisfaction VS. Customer Retention
 
Creating customer value, Satisfaction and Loyalty
Creating customer value, Satisfaction and LoyaltyCreating customer value, Satisfaction and Loyalty
Creating customer value, Satisfaction and Loyalty
 
Customer Retention
Customer Retention Customer Retention
Customer Retention
 
Chapter5 creating customer value, satisfaction, and loyalty sept23
Chapter5 creating customer value, satisfaction, and loyalty sept23Chapter5 creating customer value, satisfaction, and loyalty sept23
Chapter5 creating customer value, satisfaction, and loyalty sept23
 
Chapter 5 creating customer value, satisfaction and loyalty
Chapter 5 creating customer value, satisfaction and loyaltyChapter 5 creating customer value, satisfaction and loyalty
Chapter 5 creating customer value, satisfaction and loyalty
 
Athavale katie ignite presentation_creating customer value, satisfaction, and...
Athavale katie ignite presentation_creating customer value, satisfaction, and...Athavale katie ignite presentation_creating customer value, satisfaction, and...
Athavale katie ignite presentation_creating customer value, satisfaction, and...
 
7 Efficient ways to retain your customers
7 Efficient ways to retain your customers7 Efficient ways to retain your customers
7 Efficient ways to retain your customers
 
The Secrets to Increasing Customer Retention and Renewals
The Secrets to Increasing Customer Retention and RenewalsThe Secrets to Increasing Customer Retention and Renewals
The Secrets to Increasing Customer Retention and Renewals
 
How to Improve Customer Retention by Building Emotionally Engaging Customer E...
How to Improve Customer Retention by Building Emotionally Engaging Customer E...How to Improve Customer Retention by Building Emotionally Engaging Customer E...
How to Improve Customer Retention by Building Emotionally Engaging Customer E...
 
Creating customer value and customer relationship s1
Creating customer value and customer relationship s1Creating customer value and customer relationship s1
Creating customer value and customer relationship s1
 
The Loyalty Program: A Recipe for Success
The Loyalty Program: A Recipe for SuccessThe Loyalty Program: A Recipe for Success
The Loyalty Program: A Recipe for Success
 
Customer Loyalty and Retention strategies
Customer Loyalty and Retention strategiesCustomer Loyalty and Retention strategies
Customer Loyalty and Retention strategies
 
Marketing 101 chapter2 building customer satisfaction
Marketing 101 chapter2 building customer satisfactionMarketing 101 chapter2 building customer satisfaction
Marketing 101 chapter2 building customer satisfaction
 
Customer Retention & Customer Acquisition
Customer Retention & Customer AcquisitionCustomer Retention & Customer Acquisition
Customer Retention & Customer Acquisition
 
Customer lifetime value ppttt
Customer lifetime value pptttCustomer lifetime value ppttt
Customer lifetime value ppttt
 

Andere mochten auch

Marketing prgogram session(1)
Marketing prgogram session(1)Marketing prgogram session(1)
Marketing prgogram session(1)Khaled Bekhet
 
Group 5 (1)
Group 5 (1)Group 5 (1)
Group 5 (1)guna
 
Chapter 5 managing marketing for mice industry
Chapter 5 managing marketing for mice industryChapter 5 managing marketing for mice industry
Chapter 5 managing marketing for mice industryPavit Tansakul
 
Building Customer Loyalty through Quality
Building Customer Loyalty through Quality Building Customer Loyalty through Quality
Building Customer Loyalty through Quality ConflagratioNal Jahid
 
Random and raster scan
Random and raster scanRandom and raster scan
Random and raster scanankur bhalla
 
Cohen-sutherland & liang-basky line clipping algorithm
Cohen-sutherland & liang-basky line clipping algorithmCohen-sutherland & liang-basky line clipping algorithm
Cohen-sutherland & liang-basky line clipping algorithmShilpa Hait
 
Computer Graphics - Bresenham's line drawing algorithm & Mid Point Circle alg...
Computer Graphics - Bresenham's line drawing algorithm & Mid Point Circle alg...Computer Graphics - Bresenham's line drawing algorithm & Mid Point Circle alg...
Computer Graphics - Bresenham's line drawing algorithm & Mid Point Circle alg...Saikrishna Tanguturu
 
Random scan displays and raster scan displays
Random scan displays and raster scan displaysRandom scan displays and raster scan displays
Random scan displays and raster scan displaysSomya Bagai
 
Ppt On S.Q.C.
Ppt On S.Q.C.Ppt On S.Q.C.
Ppt On S.Q.C.dvietians
 
Statistical Quality Control.
Statistical Quality Control.Statistical Quality Control.
Statistical Quality Control.Raviraj Jadeja
 
Chapter2 Strategic Planning And The Marketing Process
Chapter2 Strategic Planning And The Marketing ProcessChapter2 Strategic Planning And The Marketing Process
Chapter2 Strategic Planning And The Marketing Processdr_ahmadov
 
applications of computer graphics
applications of computer graphicsapplications of computer graphics
applications of computer graphicsAaina Katyal
 
TYPES OF RAPID PROTOTYPING - ADDITIVE PROCESS
TYPES OF RAPID PROTOTYPING - ADDITIVE PROCESSTYPES OF RAPID PROTOTYPING - ADDITIVE PROCESS
TYPES OF RAPID PROTOTYPING - ADDITIVE PROCESSNurhuda Hayati
 

Andere mochten auch (17)

Marketing prgogram session(1)
Marketing prgogram session(1)Marketing prgogram session(1)
Marketing prgogram session(1)
 
Group 5 (1)
Group 5 (1)Group 5 (1)
Group 5 (1)
 
Chapter 5 managing marketing for mice industry
Chapter 5 managing marketing for mice industryChapter 5 managing marketing for mice industry
Chapter 5 managing marketing for mice industry
 
Building Customer Loyalty through Quality
Building Customer Loyalty through Quality Building Customer Loyalty through Quality
Building Customer Loyalty through Quality
 
Internal Marketing
Internal MarketingInternal Marketing
Internal Marketing
 
Random and raster scan
Random and raster scanRandom and raster scan
Random and raster scan
 
Cohen-sutherland & liang-basky line clipping algorithm
Cohen-sutherland & liang-basky line clipping algorithmCohen-sutherland & liang-basky line clipping algorithm
Cohen-sutherland & liang-basky line clipping algorithm
 
LG Marcom Plan
LG Marcom PlanLG Marcom Plan
LG Marcom Plan
 
Computer Graphics - Bresenham's line drawing algorithm & Mid Point Circle alg...
Computer Graphics - Bresenham's line drawing algorithm & Mid Point Circle alg...Computer Graphics - Bresenham's line drawing algorithm & Mid Point Circle alg...
Computer Graphics - Bresenham's line drawing algorithm & Mid Point Circle alg...
 
Random scan displays and raster scan displays
Random scan displays and raster scan displaysRandom scan displays and raster scan displays
Random scan displays and raster scan displays
 
Distributed Control System
Distributed Control SystemDistributed Control System
Distributed Control System
 
Ppt On S.Q.C.
Ppt On S.Q.C.Ppt On S.Q.C.
Ppt On S.Q.C.
 
Statistical Quality Control.
Statistical Quality Control.Statistical Quality Control.
Statistical Quality Control.
 
Chap5 (tourism impacts)
Chap5 (tourism impacts)Chap5 (tourism impacts)
Chap5 (tourism impacts)
 
Chapter2 Strategic Planning And The Marketing Process
Chapter2 Strategic Planning And The Marketing ProcessChapter2 Strategic Planning And The Marketing Process
Chapter2 Strategic Planning And The Marketing Process
 
applications of computer graphics
applications of computer graphicsapplications of computer graphics
applications of computer graphics
 
TYPES OF RAPID PROTOTYPING - ADDITIVE PROCESS
TYPES OF RAPID PROTOTYPING - ADDITIVE PROCESSTYPES OF RAPID PROTOTYPING - ADDITIVE PROCESS
TYPES OF RAPID PROTOTYPING - ADDITIVE PROCESS
 

Ähnlich wie C:\Fakepath\Final Customer Value, Satisfaction And Loyalty

Customer value, satisfaction and loyalty
Customer value, satisfaction and loyaltyCustomer value, satisfaction and loyalty
Customer value, satisfaction and loyaltyvictorialoreliemtan
 
Chapter 5 doromal
Chapter 5 doromalChapter 5 doromal
Chapter 5 doromalhdoromal
 
V49 erwin isla-chapter 5_concepts
V49 erwin isla-chapter 5_conceptsV49 erwin isla-chapter 5_concepts
V49 erwin isla-chapter 5_conceptsErwin Isla
 
Asmph Marketing - Chapter 13
Asmph Marketing - Chapter 13Asmph Marketing - Chapter 13
Asmph Marketing - Chapter 13jeunesse09
 
Palma 15 marketing de guia
Palma 15 marketing de guiaPalma 15 marketing de guia
Palma 15 marketing de guiasmylecandy
 
Fajardo analyzing consumer markets
Fajardo analyzing consumer marketsFajardo analyzing consumer markets
Fajardo analyzing consumer marketsPaul Vincent Fajardo
 
Defining marketing for the 21st century
Defining marketing for the 21st centuryDefining marketing for the 21st century
Defining marketing for the 21st centuryimperfect03
 
Top 10 Learning Concepts
Top 10 Learning ConceptsTop 10 Learning Concepts
Top 10 Learning Conceptsmitch cabunilas
 
Sridhar.marketing new
Sridhar.marketing newSridhar.marketing new
Sridhar.marketing newVANGARI VINAY
 
Chapter 13. Designing&Managing Services.Macapinlac
Chapter 13. Designing&Managing Services.MacapinlacChapter 13. Designing&Managing Services.Macapinlac
Chapter 13. Designing&Managing Services.MacapinlacRonald Macapinlac
 
Chapter 13. designing&managing services.macapinlac
Chapter 13. designing&managing services.macapinlacChapter 13. designing&managing services.macapinlac
Chapter 13. designing&managing services.macapinlacRonald Macapinlac
 
Uy, Raymonde: KOTLER Chapter 19 | 10 concepts
Uy, Raymonde: KOTLER Chapter 19 | 10 conceptsUy, Raymonde: KOTLER Chapter 19 | 10 concepts
Uy, Raymonde: KOTLER Chapter 19 | 10 conceptsRaymonde Uy
 
Make Money with Big Data (TCELab)
Make Money with Big Data (TCELab)Make Money with Big Data (TCELab)
Make Money with Big Data (TCELab)Vishal Kumar
 
Patient Journey ACOs Strategic Halo From Brian Walker And Guest Karen Corrigan
Patient Journey ACOs Strategic Halo From Brian Walker And Guest Karen CorriganPatient Journey ACOs Strategic Halo From Brian Walker And Guest Karen Corrigan
Patient Journey ACOs Strategic Halo From Brian Walker And Guest Karen CorriganBrian Walker
 
Ch04 evans mcq_aise[1]
Ch04 evans mcq_aise[1]Ch04 evans mcq_aise[1]
Ch04 evans mcq_aise[1]Lester Dizon
 

Ähnlich wie C:\Fakepath\Final Customer Value, Satisfaction And Loyalty (20)

Customer value, satisfaction and loyalty
Customer value, satisfaction and loyaltyCustomer value, satisfaction and loyalty
Customer value, satisfaction and loyalty
 
Chapter 5 doromal
Chapter 5 doromalChapter 5 doromal
Chapter 5 doromal
 
V49 erwin isla-chapter 5_concepts
V49 erwin isla-chapter 5_conceptsV49 erwin isla-chapter 5_concepts
V49 erwin isla-chapter 5_concepts
 
Garcia chapt9
Garcia chapt9Garcia chapt9
Garcia chapt9
 
Asmph Marketing - Chapter 13
Asmph Marketing - Chapter 13Asmph Marketing - Chapter 13
Asmph Marketing - Chapter 13
 
Chapter 13 presentation jap
Chapter 13 presentation japChapter 13 presentation jap
Chapter 13 presentation jap
 
DESIGNING and
DESIGNING andDESIGNING and
DESIGNING and
 
Designing and Managing Services
Designing and Managing ServicesDesigning and Managing Services
Designing and Managing Services
 
Palma 15 marketing de guia
Palma 15 marketing de guiaPalma 15 marketing de guia
Palma 15 marketing de guia
 
Fajardo analyzing consumer markets
Fajardo analyzing consumer marketsFajardo analyzing consumer markets
Fajardo analyzing consumer markets
 
Defining marketing for the 21st century
Defining marketing for the 21st centuryDefining marketing for the 21st century
Defining marketing for the 21st century
 
Top 10 Learning Concepts
Top 10 Learning ConceptsTop 10 Learning Concepts
Top 10 Learning Concepts
 
Sridhar.marketing new
Sridhar.marketing newSridhar.marketing new
Sridhar.marketing new
 
Chapter 13. Designing&Managing Services.Macapinlac
Chapter 13. Designing&Managing Services.MacapinlacChapter 13. Designing&Managing Services.Macapinlac
Chapter 13. Designing&Managing Services.Macapinlac
 
Chapter 13. designing&managing services.macapinlac
Chapter 13. designing&managing services.macapinlacChapter 13. designing&managing services.macapinlac
Chapter 13. designing&managing services.macapinlac
 
Uy, Raymonde: KOTLER Chapter 19 | 10 concepts
Uy, Raymonde: KOTLER Chapter 19 | 10 conceptsUy, Raymonde: KOTLER Chapter 19 | 10 concepts
Uy, Raymonde: KOTLER Chapter 19 | 10 concepts
 
HIT_2016
HIT_2016HIT_2016
HIT_2016
 
Make Money with Big Data (TCELab)
Make Money with Big Data (TCELab)Make Money with Big Data (TCELab)
Make Money with Big Data (TCELab)
 
Patient Journey ACOs Strategic Halo From Brian Walker And Guest Karen Corrigan
Patient Journey ACOs Strategic Halo From Brian Walker And Guest Karen CorriganPatient Journey ACOs Strategic Halo From Brian Walker And Guest Karen Corrigan
Patient Journey ACOs Strategic Halo From Brian Walker And Guest Karen Corrigan
 
Ch04 evans mcq_aise[1]
Ch04 evans mcq_aise[1]Ch04 evans mcq_aise[1]
Ch04 evans mcq_aise[1]
 

Kürzlich hochgeladen

Explore beautiful and ugly buildings. Mathematics helps us create beautiful d...
Explore beautiful and ugly buildings. Mathematics helps us create beautiful d...Explore beautiful and ugly buildings. Mathematics helps us create beautiful d...
Explore beautiful and ugly buildings. Mathematics helps us create beautiful d...christianmathematics
 
Spellings Wk 3 English CAPS CARES Please Practise
Spellings Wk 3 English CAPS CARES Please PractiseSpellings Wk 3 English CAPS CARES Please Practise
Spellings Wk 3 English CAPS CARES Please PractiseAnaAcapella
 
Unit-IV; Professional Sales Representative (PSR).pptx
Unit-IV; Professional Sales Representative (PSR).pptxUnit-IV; Professional Sales Representative (PSR).pptx
Unit-IV; Professional Sales Representative (PSR).pptxVishalSingh1417
 
This PowerPoint helps students to consider the concept of infinity.
This PowerPoint helps students to consider the concept of infinity.This PowerPoint helps students to consider the concept of infinity.
This PowerPoint helps students to consider the concept of infinity.christianmathematics
 
Basic Civil Engineering first year Notes- Chapter 4 Building.pptx
Basic Civil Engineering first year Notes- Chapter 4 Building.pptxBasic Civil Engineering first year Notes- Chapter 4 Building.pptx
Basic Civil Engineering first year Notes- Chapter 4 Building.pptxDenish Jangid
 
Python Notes for mca i year students osmania university.docx
Python Notes for mca i year students osmania university.docxPython Notes for mca i year students osmania university.docx
Python Notes for mca i year students osmania university.docxRamakrishna Reddy Bijjam
 
ComPTIA Overview | Comptia Security+ Book SY0-701
ComPTIA Overview | Comptia Security+ Book SY0-701ComPTIA Overview | Comptia Security+ Book SY0-701
ComPTIA Overview | Comptia Security+ Book SY0-701bronxfugly43
 
On National Teacher Day, meet the 2024-25 Kenan Fellows
On National Teacher Day, meet the 2024-25 Kenan FellowsOn National Teacher Day, meet the 2024-25 Kenan Fellows
On National Teacher Day, meet the 2024-25 Kenan FellowsMebane Rash
 
1029-Danh muc Sach Giao Khoa khoi 6.pdf
1029-Danh muc Sach Giao Khoa khoi 6.pdf1029-Danh muc Sach Giao Khoa khoi 6.pdf
1029-Danh muc Sach Giao Khoa khoi 6.pdfQucHHunhnh
 
Food safety_Challenges food safety laboratories_.pdf
Food safety_Challenges food safety laboratories_.pdfFood safety_Challenges food safety laboratories_.pdf
Food safety_Challenges food safety laboratories_.pdfSherif Taha
 
Grant Readiness 101 TechSoup and Remy Consulting
Grant Readiness 101 TechSoup and Remy ConsultingGrant Readiness 101 TechSoup and Remy Consulting
Grant Readiness 101 TechSoup and Remy ConsultingTechSoup
 
How to Manage Global Discount in Odoo 17 POS
How to Manage Global Discount in Odoo 17 POSHow to Manage Global Discount in Odoo 17 POS
How to Manage Global Discount in Odoo 17 POSCeline George
 
1029 - Danh muc Sach Giao Khoa 10 . pdf
1029 - Danh muc Sach Giao Khoa 10 . pdf1029 - Danh muc Sach Giao Khoa 10 . pdf
1029 - Danh muc Sach Giao Khoa 10 . pdfQucHHunhnh
 
Accessible Digital Futures project (20/03/2024)
Accessible Digital Futures project (20/03/2024)Accessible Digital Futures project (20/03/2024)
Accessible Digital Futures project (20/03/2024)Jisc
 
Dyslexia AI Workshop for Slideshare.pptx
Dyslexia AI Workshop for Slideshare.pptxDyslexia AI Workshop for Slideshare.pptx
Dyslexia AI Workshop for Slideshare.pptxcallscotland1987
 
The basics of sentences session 3pptx.pptx
The basics of sentences session 3pptx.pptxThe basics of sentences session 3pptx.pptx
The basics of sentences session 3pptx.pptxheathfieldcps1
 
How to Give a Domain for a Field in Odoo 17
How to Give a Domain for a Field in Odoo 17How to Give a Domain for a Field in Odoo 17
How to Give a Domain for a Field in Odoo 17Celine George
 
microwave assisted reaction. General introduction
microwave assisted reaction. General introductionmicrowave assisted reaction. General introduction
microwave assisted reaction. General introductionMaksud Ahmed
 
Introduction to Nonprofit Accounting: The Basics
Introduction to Nonprofit Accounting: The BasicsIntroduction to Nonprofit Accounting: The Basics
Introduction to Nonprofit Accounting: The BasicsTechSoup
 

Kürzlich hochgeladen (20)

Explore beautiful and ugly buildings. Mathematics helps us create beautiful d...
Explore beautiful and ugly buildings. Mathematics helps us create beautiful d...Explore beautiful and ugly buildings. Mathematics helps us create beautiful d...
Explore beautiful and ugly buildings. Mathematics helps us create beautiful d...
 
Spellings Wk 3 English CAPS CARES Please Practise
Spellings Wk 3 English CAPS CARES Please PractiseSpellings Wk 3 English CAPS CARES Please Practise
Spellings Wk 3 English CAPS CARES Please Practise
 
Unit-IV; Professional Sales Representative (PSR).pptx
Unit-IV; Professional Sales Representative (PSR).pptxUnit-IV; Professional Sales Representative (PSR).pptx
Unit-IV; Professional Sales Representative (PSR).pptx
 
This PowerPoint helps students to consider the concept of infinity.
This PowerPoint helps students to consider the concept of infinity.This PowerPoint helps students to consider the concept of infinity.
This PowerPoint helps students to consider the concept of infinity.
 
Basic Civil Engineering first year Notes- Chapter 4 Building.pptx
Basic Civil Engineering first year Notes- Chapter 4 Building.pptxBasic Civil Engineering first year Notes- Chapter 4 Building.pptx
Basic Civil Engineering first year Notes- Chapter 4 Building.pptx
 
Python Notes for mca i year students osmania university.docx
Python Notes for mca i year students osmania university.docxPython Notes for mca i year students osmania university.docx
Python Notes for mca i year students osmania university.docx
 
ComPTIA Overview | Comptia Security+ Book SY0-701
ComPTIA Overview | Comptia Security+ Book SY0-701ComPTIA Overview | Comptia Security+ Book SY0-701
ComPTIA Overview | Comptia Security+ Book SY0-701
 
On National Teacher Day, meet the 2024-25 Kenan Fellows
On National Teacher Day, meet the 2024-25 Kenan FellowsOn National Teacher Day, meet the 2024-25 Kenan Fellows
On National Teacher Day, meet the 2024-25 Kenan Fellows
 
1029-Danh muc Sach Giao Khoa khoi 6.pdf
1029-Danh muc Sach Giao Khoa khoi 6.pdf1029-Danh muc Sach Giao Khoa khoi 6.pdf
1029-Danh muc Sach Giao Khoa khoi 6.pdf
 
Food safety_Challenges food safety laboratories_.pdf
Food safety_Challenges food safety laboratories_.pdfFood safety_Challenges food safety laboratories_.pdf
Food safety_Challenges food safety laboratories_.pdf
 
Grant Readiness 101 TechSoup and Remy Consulting
Grant Readiness 101 TechSoup and Remy ConsultingGrant Readiness 101 TechSoup and Remy Consulting
Grant Readiness 101 TechSoup and Remy Consulting
 
Spatium Project Simulation student brief
Spatium Project Simulation student briefSpatium Project Simulation student brief
Spatium Project Simulation student brief
 
How to Manage Global Discount in Odoo 17 POS
How to Manage Global Discount in Odoo 17 POSHow to Manage Global Discount in Odoo 17 POS
How to Manage Global Discount in Odoo 17 POS
 
1029 - Danh muc Sach Giao Khoa 10 . pdf
1029 - Danh muc Sach Giao Khoa 10 . pdf1029 - Danh muc Sach Giao Khoa 10 . pdf
1029 - Danh muc Sach Giao Khoa 10 . pdf
 
Accessible Digital Futures project (20/03/2024)
Accessible Digital Futures project (20/03/2024)Accessible Digital Futures project (20/03/2024)
Accessible Digital Futures project (20/03/2024)
 
Dyslexia AI Workshop for Slideshare.pptx
Dyslexia AI Workshop for Slideshare.pptxDyslexia AI Workshop for Slideshare.pptx
Dyslexia AI Workshop for Slideshare.pptx
 
The basics of sentences session 3pptx.pptx
The basics of sentences session 3pptx.pptxThe basics of sentences session 3pptx.pptx
The basics of sentences session 3pptx.pptx
 
How to Give a Domain for a Field in Odoo 17
How to Give a Domain for a Field in Odoo 17How to Give a Domain for a Field in Odoo 17
How to Give a Domain for a Field in Odoo 17
 
microwave assisted reaction. General introduction
microwave assisted reaction. General introductionmicrowave assisted reaction. General introduction
microwave assisted reaction. General introduction
 
Introduction to Nonprofit Accounting: The Basics
Introduction to Nonprofit Accounting: The BasicsIntroduction to Nonprofit Accounting: The Basics
Introduction to Nonprofit Accounting: The Basics
 

C:\Fakepath\Final Customer Value, Satisfaction And Loyalty

  • 1. Chapter 5: Creating Customer Value, Satisfaction and Loyalty The Top Ten Concepts: With RP Medical Applications Victoria Lorelie “ Girlie” M. Tan V49 Marketing Management April, 2010 www.victorialoreliemtan.blogspot.com
  • 2.
  • 3. Concept 1: Product and Service Quality means The Ability to satisfy Needs. ? SOFTDRINKS COLD CUSTOMER NEEDS FEATURES OF PRODUCTS SATISFY Definition 3 WATER
  • 4.
  • 5. Concept 2: Customer Satisfaction will depend on Experience vs. Expectations EXPERIENCE EXPECTATIONS VS. Definition 5
  • 6.
  • 7. Concept 3: Customer Loyalty is being “ TRUE-BLUE” TRUE-BLUE TOYOTA COLGATE Definition 7
  • 8.
  • 9.
  • 10. Concept 4: Customers on TOP VS. Traditional Model CUSTOMERS VS. How 10
  • 11.
  • 12. Concept 5: Customer Perceived Value (CPV) = Benefit - Cost? CUSTOMER COSTS CUSTOMER BENEFITS PRODUCTS VS. SERVICES PERSONNEL IMAGE MONETARY TIME ENERGY PSYCHOLOGICAL How 12
  • 13.
  • 14.
  • 15.
  • 16.
  • 17.
  • 18.
  • 19. Concept 7: Customer Relationship Mgt.: Managing customer touch points COSTS SPEED CUSTOMER FEEDBACK LISTEN U How 19
  • 20.
  • 21. Concept 8: Customer Relationship Mgt.: Retention Dynamics IDENTIFY POTENTIALS ? GOOD BAD 1 ST TIME REPEATS CLIENTS PARTNERS MEMBERS How 21
  • 22.
  • 23. Concept 9: Customer Relationship Mgt.: Personalizing Marketing CLIENTS R’ INDIVIDUALS TECHNOLOGY INSTITUTIONAL TIES WIN - BACK How 23
  • 24.
  • 25. Concept 10: Customer Database: Uses in Marketing PATIENT DATA CUSTOMER DATABASE COMPUTER SYSTEM How 25
  • 26.
  • 27.
  • 28. Chapter 5: Creating Customer Value, Satisfaction and Loyalty The Top Ten Concepts: With RP Medical Applications Victoria Lorelie M. Tan V49 Marketing Management April, 2010