Professional Documents
Culture Documents
Creating Customer
Value, Satisfaction
and Loyalty
Sequence of the Lecture/Discussion
• Traditional Organization versus Modern Customer Oriented
Organization
• Customer Perceived Value and its Determinants
• What is Loyalty?
5. Monitor customer values over time. The company must periodically redo
its studies of customer values and competitors’ standings as the economy,
technology, and features change.
Customer Satisfaction
Satisfaction is a person’s feelings of pleasure or disappointment that
result from comparing a product’s perceived performance(or outcome)
to expectations . If the performance falls short of expectations, the
customer is dissatisfied. If it matches expectations ,the customer is
satisfied. If it exceeds expectations, the customer is highly satisfied or
delighted.
Measuring Satisfaction
• Periodic Surveys can track customer satisfaction directly and ask
additional questions to measure repurchase intention and the
respondent’s likelihood or willingness to recommend the company and
brand to others.
• Companies can monitor their Customer Loss Rate and contact those
who have stopped buying or who have switched to another supplier to
find out why.
• They can hire Mystery Shoppers to pose as potential buyers and report
on strong and weak points experienced in buying the company’s and
competitors’ products.
• Monitoring of Competitive Performance
What is Loyalty?