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Creating Customer Value, Satisfaction, and Loyalty
Transcript of Creating Customer Value, Satisfaction, and Loyalty
What customers will we serve?
How can we best serve these customers? So In This Presention We Will Talk About One Of The Important Arts and Sciences Of Marketing Management Which Is: Creating
Customer Value, Satisfaction, and Loyalty
In this presentation …
*what is customer satisfaction?
*types of customer satisfaction?
*how can you satisfy your customers?
*What is product?
*What is customer?
*what is value?
*what is loyalty ?
what is the first thing or feeling that pop up in your mind when you hear the words: do you feel like ... Own a Car Like This eating this meal going there In a simple word if you are feeling happy with the product or service then the Marketers calls this this great man said that “the marketing is delivering high standard of living ”
and customer always want the product/service that is
These two reason from the customer’s view As product producer or markerter or whatever your position is and you want your customers to be satisfied..
you have to know excatly who your customers are what you are going to produce to them The second question leads us to another question Is my product good enough to my customers???
Is my product good enough to my customers??? Is my product good enough to my customers??? Is my product good enough to my customers??? To answer these questions you need to know about customer needs,wants and demands. After we know who our customers are ,we should know how can we satisfy them and try to build along term relationship with them …
Simply by providing products/services the has value to make them loyal and satisfied… Choosing a Value Proposition
The value proposition is the set of benefits or values a company promises to deliver to customers to satisfy their needs.
Production concept: is the idea that consumers will favor products that are available or highly affordable Product concept is the idea that consumers will favor products that offer the most quality, performance, and features. Organizations should therefore devote its energy to making continuous product improvements.
Selling concept is the idea that consumers will not buy enough of the firm’s products unless it undertakes a large scale selling and promotion effort
Marketing concept is the idea that achieving organizational goals depends on knowing the needs and wants of the target markets and delivering the desired satisfactions better than competitors do
Societal marketing concept is the idea that a company should make good marketing decisions by considering consumers’ wants, the company’s requirements, consumers’ long-term interests, and society’s long-run interests
A deeply held commitment to re-buy
or re-patronize a preferred product
or service in the future despite situational
influences and marketing efforts having
the potential to cause switching behavior.
Building Customer Relationships Customer Relationship Management (CRM)
Is The overall process of building and maintaining profitable customer relationships by delivering superior customer value and satisfaction
Relationship Building Blocks: Customer Value and Satisfaction
Product and Service Quality Quality is the totality of features and characteristics of a product or
service that bear on its ability to satisfy stated or implied needs.
Qality types: Total Quality Management TQM is an organization-wide
approach to continuously
improving the quality of
all the organization’s processes,
products, and services.
Satisfaction does not come with achievement, but with effort. Full effort is full victory. Ghandi customer service
Good customer service is the lifeblood of any business. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business won't be profitable for long.
Good customer service is all about bringing customers back. And about sending them away happy - happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers. 8 Rules For Good Customer Service
1) Answer your phone.
2) Don't make promises unless you will keep them.
3) Deal with complaints.
4) Be helpful - even if there's no immediate profit in it.
5) Train your staff (if you have any) to be always helpful and knowledgeable.
6) Take the extra step.
7) Throw in something extra.
8) Listen to your customers.
before we end this presention we would like
to say that:
“A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it.
He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.”
By: AHMED & MOHAMMED