Top 10 concepts chapter 5

TOP 10 CONCEPTS CREATING CUSTOMER VALUE LOYALTY & SATISFACTION GWENDOLYN KU WONG ATENEO GRADUATE SCHOOL OF BUSINESS REGIS CLASS

We Create Customer Value, Loyalty and Satisfaction when: ,[object Object],[object Object],[object Object],[object Object],[object Object]

CONCEPT 1: MAKE THE CUSTOMER THE CENTER TO BE PROFITABLE ,[object Object],CUSTOMER CUSTOMER TOP MANAGEMENT TOP MANAGEMENT

[object Object],[object Object],[object Object],[object Object],EXAMPLES

[object Object],[object Object],[object Object],[object Object],CONCEPT 2: CUSTOMER PERCEIVED VALUE SHOULD BE GREATER THAN CUSTOMER COST TO RESULT IN A BUY DECISION. WISE BUY ? ? ? ? ?

EXAMPLES ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

CONCEPT 3 PROMISE AND EXPERIENCE MUST MATCH TO BUILD CUSTOMER VALUE AND LOYALTY ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

EXAMPLES ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

CONCEPT 4 WHEN PERFORMANCE MEETS EXPECTATION, CUSTOMERS GAIN SATISFACTION ,[object Object],[object Object],[object Object],[object Object]

EXAMPLES ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

CONCEPT 5 TOTAL QUALITY SUPPORTS PROFITABILITY ,[object Object],[object Object],[object Object],[object Object]

CONCEPT 6 CUSTOMER SATISFACTION IS THE DESIRED MARKETING TOOL ,[object Object],[object Object],[object Object],[object Object],[object Object]

Example ,[object Object],[object Object],[object Object],[object Object]

CONCEPT 7 CUSTOMER EMPOWERMENT IS KEY TODAY ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

EXAMPLES ,[object Object],[object Object],[object Object],[object Object]

CONCEPT 8 CUSTOMER COMPLAINTS IS A CORNER STONE OF CUSTOMER RELATIONSHIP. ,[object Object],[object Object],[object Object],[object Object],Customer Support

EXAMPLES ,[object Object],[object Object],[object Object],[object Object],[object Object]

CONCEPT 9 CRM SUPPORTS DETAILED CUSTOMER UNDERSTANDING AND EXCELLENT CUSTOMER SERVICE ,[object Object],[object Object],[object Object],[object Object],[object Object]

CONCEPT 10 CUSTOMER BASE IS HIGH VALUE TO COMPANY. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

EXAMPLES ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

CONCLUSION We create customer value, loyalty and satisfaction when: ,[object Object],[object Object],[object Object],[object Object],[object Object]

Top 10 concepts chapter 5

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