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

7. THANK YOU !!!