CUSTOMER SATISFACTION,

RETENTION AND
LOYALTY

By : Vanny Yohanda
(200030046)
 UNDERSTANDING COMMUNICATING
WHO I S C U S T O M E R ? WITH
CUSTOMERS
IDENTIFIY ING
EXTERNAL
CUSTOMER
NEED
KNO W Y O UT C US TO M ER'
S OPERATION
 USING C U S T O M E R FEEDBACK
TO M A KE
D E S IG N
IM PRO V E M E N
T

Q UA LITY
FUNC TIO N D E PLO Y M E NT
A ND D E S IG N
A FFINITY D IA G RA M S
A ND D E S IG N
IM PRO V E M E NTS
CUSTOMER SATISFACTION PROCESS

- Identify your customers

- Identify the product or service
- Prioritize these attributes
- Determine customer satisfaction
- Develop metrics
Customer defined
value

Customer defined
value at Federal
Express

Custome
r
Re
ten
BE PROACTIVE GET COLL ECT BOTH
OUT IN FRONT OF REGISTERED AND
CUSTOMER UNREGISTERED
COMPLAINT
C O M PLA INTS
E STABL I S H I NG A C U S T O M E R F O C U S

Vision
Allignment with customers
Willingness to find and eliminate
customers Use of customer
information
R E C O G N I Z I N G THE
C U S T O M E R DRIVEN C US TO M ER
ORGANIZATION
LOYALTY
VALUE PERCEPTION
AND C U S T O M E R
LOYALTY
C U S T O M E R LOYALTY
VS CUSTOMER AS
CUSTOMER I NN O V AT I O N
PROFITABILITY PARTNER
 QUESTION
:
1. What is a reliable customer?
2. How is customer satisfaction
ensured?
3.Describe the customer loyalty model?
C O NC LUS IO N
Thankyo
u