What are customer value, satisfaction, and loyalty, and how can companies deliver them?

CREATING CUSTOMER VALUE AND CUSTOMER

RELATIONSHIPS

What are Customer Value, Satisfaction and Loyalty and how can companies deliver them ?

Creating loyal customers is at the heart of every business.

The only value your company will ever create

is the value that comes from customers.

CUSTOMER PERCEIVED VALUE(CPV)It is the difference between the prospective customer evaluation of all the benefits and all the costs of an offering and the perceived alternatives.

DETERMINANTS OF CUSTOMER PERCEIVED VALUE

How to analyse the CUSTOMER VALUE

How to deliver high customer value ?

Value Proposition

Value Delivery System

CUSTOMER SATISFACTION

It is defined as the customer’s feeling of pleasure or disappointment that result from the comparing product’s perceived performance to expectations.

MONITORING SATISFACTION

Periodic Surveys can track customer satisfaction directly

Out of the Dissatisfied customers 25% of the time, only 5% Complain.

Customer Complaint should be resolve quickly and satisfactory

Setup a tollfree hotline to receive and act on customer complaints.

THANK YOU

Jaannasheen SinghIIT(BHU) VARANASI

13155043