Customer Satisfaction Presentation_Visual Model
- 1. CREATING CUSTOMER VALUE, SATISFACTION & LOYALTY Mary Kristine P. Andrade Ateneo Graduate School of Business Top 10 Concepts Visual Model
- 2. Outline: Creating customer value, satisfaction & loyalty by: Understanding customer perceived value Interpreting customer satisfaction
- 3. Outline: Creating customer value, satisfaction & loyalty by: Monitoring satisfaction Defining product and service quality Maximizing customer lifetime value
- 4. Outline: Creating customer value, satisfaction & loyalty by: 6. Using customer relationship management 7. Attracting and retaining customers
- 5. Outline: Creating customer value, satisfaction & loyalty by: 8. Building loyalty 9. Creating customer databases 10. Using data warehouses and datamining
- 6. Companies think how to make a customer happy
- 7. Companies take the pulse of the market PULSE
- 8. Create and offer options that give value to market preferences PULSE
- 9. Customer chooses what makes him happy PULSE
- 10. Happy customers become loyal PULSE 1
- 11. A happy, loyal customer = marketing tool 1
- 12. More customers = more preferences
- 13. Do data mining to create mailing lists and databases ---- ---- ---- ----
- 14. From these data: enhance old offerings and create new options
- 15. More satisfied customers: more marketing tools and more data to study
- 16. PULSE 1 ---- ---- ---- ---- SUMMARY: It’s a cycle
- 17. Summary: Achieve satisfaction & loyalty by: Understanding and monitoring Customer perceived value Customer satisfaction Product and service quality Customer lifetime value
- 18. Summary: Achieve customer value, satisfaction & loyalty by: Building up on: Customer relationship management Customer loyalty Customer databases Data warehouses and datamining
- 19. My Conclusion: Attract and retain loyal and satisfied customers by giving them VALUE and QUALITY CHOICES and building RELATIONSHIPS. 1 PULSE
- 20. CREATING CUSTOMER VALUE, SATISFACTION & LOYALTY Mary Kristine P. Andrade Ateneo Graduate School of Business Top 10 Concepts Visual Model