Building Customer Value, Satisfaction and Loyalty

1. BUILDING CUSTOMER
VALUE, SATISFACTION
AND LOYALTY….
HOW??

2. a
Creating loyal customers is the heart of
every business

3. aThe only value your company will ever create is the
value that comes from customers

4. a
CUSTOMER PERCEIVED VALUE
Total
customer
benefit
Total
customer
cost
Customer
Perceived
Value

5. a
Customer Value Analysis
Identify major
attributes and
customer
values
Assess their
importance
Assess the
company’s
and the
competitors
performance
Examine how
the
customers
rate the
performance
Monitor
consumers
value over
time

6. a
Buyers operate under various constraints and
occasionally make choices that give more
weight to their personal benefit.

7. a
Delivering
High
Customer
Value

8. a
LOYALTY
A deeply held commitment to
repatronize a product or a service in
the future despite of efforts and
situations having the potential to
cause switching behavior

9. a
CUSTOMER SATISFACTION
When is a
Customer
Satisfied?

10. a
WHEN
ExPECTATION
=
PERFORMANCE

11. a
Monitoring
Satisfaction
A very
important
step

12. a
Periodic
Surveys help
in tracking
customer
satisfaction
directly

13. a
Customer Complaints
A single unhappy customer is
not good for the company,
Consumer complaints should
be resolved swiftly and
patiently

14. a
Higher levels
of quality
results in
higher levels
of customer
satisfaction

15. a

16. Disclaimer
Created by Palak Goyal, IIT
Kharagpur during an internship by
Prof. Sameer Mathur, IIM Lucknow
IIMInternship.com