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CREATING CUSTOMER VALUE, SATISFACTION & LOYALTY

Mary Kristine P. AndradeAteneo Graduate School of Business

Top 10 Concepts

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Outline: Creating customer value, satisfaction & loyalty by:

1. Understanding customer perceived value

2. Interpreting customer satisfaction

Outline: Creating customer value, satisfaction & loyalty by:

3. Monitoring satisfaction 4. Defining product and service quality5. Maximizing customer lifetime value

Outline: Creating customer value, satisfaction & loyalty by:

6. Using customer relationship management

7. Attracting and retaining customers

Outline: Creating customer value, satisfaction & loyalty by:

8. Building loyalty9. Creating customer databases10. Using data warehouses and

datamining

Companies think how to make a customer happy

Companies take the pulse of the market

Create and offer options that give value to market preferences

Customer chooses what makes him happy

Happy customers become loyal

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A happy, loyal customer = marketing tool

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More customers = more preferences

1.----2.

----3.----4.

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Do data mining to create mailing lists and databases

From these data: enhance old offerings and create new options

More satisfied customers: more marketing tools and more data to study

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1.----2.

----3.----4.

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SUMMARY: It’s a cycle

Summary:Achieve satisfaction & loyalty by:

Understanding and monitoring Customer perceived value Customer satisfaction Product and service quality Customer lifetime value

Summary: Achieve customer value, satisfaction & loyalty by:

Building up on: Customer relationship

management Customer loyalty Customer databases Data warehouses and

datamining

My Conclusion:

Attract and retain loyal and satisfied customers

by giving them VALUE and

QUALITY CHOICES and building

RELATIONSHIPS.

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CREATING CUSTOMER VALUE, SATISFACTION & LOYALTY

Mary Kristine P. AndradeAteneo Graduate School of Business

Top 10 Concepts

Visual Model