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WELCOME TO THE TERM 
PAPER PRESENTATION 
Course Initial:MKT344.01 
Presented for: 
Anwar Sadat Shimul 
Lecturer 
School of Business 
North South University
Introduction: 
• What is Customer Loyalty? : One of the key 
components of building a sustainable 
business. 
• An example of Customer Loyalty: Apple Inc. 
• So how does this relate to retail sector? : Commonalities 
between electronic manufacturing industries and the retail 
sector.
Literature review: 
• Establishing salesperson-customer relationship programs (Beatty): 
Enhancing service quality to build store loyalty 
• Relationship selling environment (Gwinner, Gremler and Bitner): 
Customers often desire personalized service. 
• Service quality (Lewis and Booms): Crucial for customer 
satisfaction. 
• Customer Satisfaction (Heskett): Driving force of customer loyalty. 
(Jones and Sasser) emphasizes on image product and quality. 
• Interpersonal Relationships (Macintosh and Lockshin): Strongly 
influences purchasing behaviors of customers.
Customer Loyalty Program 
• Unsurpassed Service Quality: Can be defined as satisfying the 
customers by the core service. 
• Brand Image: Plays a crucial role when consumers decide to 
buy a product. 
• Distribution Line: Ensuring a strong supply chain. 
• Product Assortment: Products must be well curated. 
• Appealing Shopping Environment: Finding the right square 
footage of a store.
Continued 
• Loyalty Card Programs: Essential for maintaining a strong link with 
customers. 
• Well Trained Employees: Training reinforces ideologies, which helps 
employees with customers interactions. 
• Consumer Satisfaction: Customer decision drivers, creating 
opportunities and needs. 
• Relationship Marketing: Consumers responds positively when they 
feel “rewarded”. 
• Transaction Process: Easier transaction process paves way for 
“shopaholistic” behaviors.
Recommendation and 
Conclusion 
• Focusing on Customers 
• Focusing on Products 
• Focusing on Personnel 
• Working understanding of Supply and Demand framework
THANK YOU !!!

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Consumer Behavior- Retail store

  • 1. WELCOME TO THE TERM PAPER PRESENTATION Course Initial:MKT344.01 Presented for: Anwar Sadat Shimul Lecturer School of Business North South University
  • 2. Introduction: • What is Customer Loyalty? : One of the key components of building a sustainable business. • An example of Customer Loyalty: Apple Inc. • So how does this relate to retail sector? : Commonalities between electronic manufacturing industries and the retail sector.
  • 3. Literature review: • Establishing salesperson-customer relationship programs (Beatty): Enhancing service quality to build store loyalty • Relationship selling environment (Gwinner, Gremler and Bitner): Customers often desire personalized service. • Service quality (Lewis and Booms): Crucial for customer satisfaction. • Customer Satisfaction (Heskett): Driving force of customer loyalty. (Jones and Sasser) emphasizes on image product and quality. • Interpersonal Relationships (Macintosh and Lockshin): Strongly influences purchasing behaviors of customers.
  • 4. Customer Loyalty Program • Unsurpassed Service Quality: Can be defined as satisfying the customers by the core service. • Brand Image: Plays a crucial role when consumers decide to buy a product. • Distribution Line: Ensuring a strong supply chain. • Product Assortment: Products must be well curated. • Appealing Shopping Environment: Finding the right square footage of a store.
  • 5. Continued • Loyalty Card Programs: Essential for maintaining a strong link with customers. • Well Trained Employees: Training reinforces ideologies, which helps employees with customers interactions. • Consumer Satisfaction: Customer decision drivers, creating opportunities and needs. • Relationship Marketing: Consumers responds positively when they feel “rewarded”. • Transaction Process: Easier transaction process paves way for “shopaholistic” behaviors.
  • 6. Recommendation and Conclusion • Focusing on Customers • Focusing on Products • Focusing on Personnel • Working understanding of Supply and Demand framework