Post on 15-Aug-2015
What are customer value, satisfaction, and loyalty?
How can companies deliver them?
Creating loyal customers is at the heart of every business.
Customers today expect companies to do more than satisfying them.
They expect companies to listen and respond…!
Consumer perceived value(CPV) = - CPV Benefits the customers
getTotal cost consumer
assumes
Total customer cost
Buyers time
Energy
Psychological costs
“The real price of anything is the toil and trouble in acquiring it”
Total customer benefit
Total customer cost
Conduct customer value analysis
Identify what attributesCustomer look for.
1
Make customers rate different attributes and benefits
2
Asess company’s and competers performace
3
Examine how customers rate
4
Monitor customers value over time
5
Deliver high customer value
Satisfaction
Performance
Expectations
Successful companies raise expectations and deliver performances to match
Customer satisfaction
Loyalty
one question enough to asses customer satisfaction is…
How likely is it that you’d recommend our product to your colleague?
Make it easy to complain…!
USE
HOTLINE
Contact the customer ASAP
Don’t Blame the customer
Hire efficient people
Resolve the problem swiftly
“A seller has delivered quality if the product exceeds the customer expectations”
These slides were Created by V.Sushmitha Reddy, IIITD&M Kancheepuram, during an internship byprof. Sameer Mathur, IIM Lucknow.www.IIMInternship.com