Chapter 5 Visual Model - Charis Bacolod
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This document discusses creating customer value, satisfaction, and loyalty. It outlines steps for customer value analysis including identifying attributes and benefits, rating company and competitor performance, and determining customer values. It also discusses delivering high customer value through a value proposition and delivery, monitoring total customer satisfaction through surveys and mystery shoppers, and the impact of quality on company profitability. Finally, it discusses maximizing customer lifetime value and loyalty through customer relationship management and carefully managing a customer database.
Chapter 5 Visual Model - Charis Bacolod
- 1. Creating Customer Value, Satisfaction and Loyalty Chapter 5 Charis Bacolod Marketing Management September 07, 2012
- 2. Cost of Time Product benefit Cost of Effort Service benefit Psychological Image cost benefit
- 3. Steps in Customer Value Analysis Rate Identify Company’s and competitor’s performance Attributes VS Benefits Attributes Benefits Customer Rated importance Values
- 4. Delivering High Customer Value High Customer Value Value Proposition Value Delivery
- 5. Total Customer Satisfaction Total Customer Product or Service Satisfaction Performance
- 6. Ways To Monitor Satisfaction Periodic Surveys Mystery Shopper Customer rate loss of competitors
- 7. Quality Impact Company Profitability vs Product Quality Company Profitability Product Quality There is a correlation between relative product and company profitability
- 9. Customer Relationship Management Carefully managing detailed information about individual customers will maximize loyalty.
- 10. Customers Attracting Retaining Cheaper Costly Generate leads Develop Ads Deepen Loyalty Manage customer database Media Retention Dynamics
- 11. Customer Database Comprehensive info on individual customers