Building Customer Satisfaction, Value and Retention

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Building Customer Satisfaction, Value and
Retention

• Chapter 3

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Customer Value (3)

• Total Customer ____ the ________ of _______
  that customers ________ from a given product or
  service.
• Total Customer _______ the bundle of _________
  that customers expect to incur in ________,
  ____________, ___________, and ______________ of
  the product or service.

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• 3. Customer _________ Value the difference
  between total customer __________ and total
  customer ____________.

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Customer Satisfaction

• Customer satisfaction is a function of
  ______________ __________ and ___________.

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The High-Performance Business A. D. Little

• Four Keys to success
• ___________________
• _______________ managing and linking work
  processes ________________________
  _______________________ teams.

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• _______________________
• - _____________________
• - ________________________ (3)
• a. it is a source of ______________
  ____________________ in that it makes a
  ______________________ to __________________
  customer benefits.

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• b. it has a potential breadth of
  _____________________to a __________________varie
  ty of markets.
• c. it is ______________________ competitors to
  ______________.

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• 4. Organization A companys organization
  consists of its _________, ________, and
  ________________, all of which can become
  _____________ in a ___________________________
  business environment.
• Corporate _____________ the shared _________,
  stories, __________, and norms that characterize
  an organization.

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The Generic Value Chain
_______________________ _______________________
_______________________ _______________________
________Activities
________ ________ ________
_________
_______
________ logistics
_______logistics
___________ Activities
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_______________________

• The process of ___________ ones own
  ________________ to competitors to see how to
  _____________ ones own __________________________
  ____.

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Core Business Processes (5)

• New product _____________ Researching,
  developing, _______________ new, high quality
  products.

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• 2. _________________ Management Developing
  managing __________ ___________________ levels of
  raw material, _______________ materials,
  finished goods.
• 3. Customer acquisition and retention
  Effectively _________, ___________,
  _______________ customers.

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• 4. Order-to-____________________ Efficiently
  _____________________ orders, shipping goods,
  _________ _______________________.
• 5. Customer Service Providing quick,
  satisfactory customer service, answers,
  ____________________________.

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Customer acquisition skills

• Lead ________________ ads, Web pages, direct
  mail, _______________, _________________________
  _.
• Lead _________________ qualify
  _________________ the prospects.
• Account Conversion _____________
  ______________________________.

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Customer ________________

• A _______ rate of customer ________________

as well as a ______ rate of customer
______________.
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4. Steps in Monitoring Reducing the customer
defection rate

• __________________________ the customer retention
  rate.
• Distinguish the _____________ of customer
  _____________ identify those that can be
  ______________ ____________________________.

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• 3. Estimate how much profit the company loses
  ________________ ____________________________.
• Customer _______________ value the present
  value of the _________ _____________ that the
  company would have realized if the customer had
  ______________________.

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• Figure out how _________________ _______ to
  reduce the defection rate.
• The key to customer retention is
• _____________________
• Surveys of customer satisfaction demonstrate that
  ____ of all customer will actively complain if
  dissatisfied.

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Customer retention may be strengthened by

• ______________________________
• ______________________________
• Which is the better approach?????

_________________________
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5 levels of investment in customer-relationship
building

• ________ marketing Bugger King
  (____________________________)
• ____________ marketing ________
  _____________________________
• ___________ marketing _________ ______________
  (is everything OK)

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• ________________ marketing Contacting customer
  periodically with suggestions about
  ____________________ _________________________
  products.

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• 5. ________________ marketing Working
  _______________ with customers to
  ________________ __________________________.

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Frequency marketing programs

• Rewards customers who buy ________ and/or
  __________________ amounts.
• They are acknowledgement of the
  __________________ rule

_________ of a companies business comes from
________ of its customers
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_______________ Management

• An ______________________ approach to
  ____________ improving the quality of the
  organizations __________________, _____________,
  and ________________.

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_____________________

• The _______________ of features characteristics
  of a product or service that bear on its ability
  to satisfy ________________________ needs.
• __________ Company a company that satisfies
  ______________ customers needs
  ____________________ time.

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___________ Quality the _______ at which a
product performs its ________.

• ___________ Quality the _____________ with which
  a product delivers a ________ ___________ of
  performance.