PPT-CHAPTER 7 Customer Satisfaction, Retention, and Loyalty

Directed By Doaa Abu Alwafa Understanding CustomerDefined Quality In a total quality setting quality is defined by the customer The following points about customerdefined quality The customer must be the organizations top priority. Gordon Tan. G. ordon@clientheartbeat.com. INCREASE RETENTION AND BUILD ‘STICKY’ CLIENTS. AGENDA. Identify unhappy clients. Stop . clients from defecting. Strategies . to increase . client retention. Gordon Tan. G. ordon@clientheartbeat.com. INCREASE RETENTION AND BUILD ‘STICKY’ CLIENTS. AGENDA. Identify unhappy clients. Stop . clients from defecting. Strategies . to increase . client retention. and Loyalty. Dr. Ananda . Sabil. Hussein. Chapter Questions. What are customer value, satisfaction, and loyalty, and how can companies deliver them?. What is the lifetime value of customers?. How can companies cultivate strong customer relationships?. A Case of Beauty Salon”. 13-14 Oct, 2016. Yoko . Konishi. . Rearch. Institute of Economy, Trade and Industry. Hitotsubashi. -RIETI International Workshop on . Real Estate Market, Productivity, and Prices. Shinyong (Shawn) Jung, MBA, . Sarah Tanford, Ph.D.. shinyong.jung@unlv.edu. sarah.tanford@unlv.edu. Introduction. With its significant economic contribution and other positive impacts overall, the convention industry has focused on the factors that influence attendees’ satisfaction to generate repeat attendance, which is loyalty. . MKTG131 – Marketing Management. WHY STUDY CUSTOMER . SATISFACTION VALUES AND . RETENTION?. To understand . how companies deliver customer value and satisfaction.. To identify . the factors that make a high performance business.. MANAGING B2B . CUSTOMER LOYALTY . Today’s competitive markets require a well defined Customer Experience (CX) strategy. The 3 important steps to have a well defined CX strategy are . Hence. , . Platform for . Brick-and-Mortar SMBs. POWERFUL. SIMPLE. AFFORDABLE.. Building Loyalty & Customer Engagement is still a Struggle in . 2014. Consumers. , . SMBs, eager for effective and ‘easy to use’ loyalty services . Vigliotti. Driving Loyalty. J.D. Power. Agenda. Generation Y Satisfaction Across Industries. Sales Satisfaction by Generation. Technology Trends in the Sales Process. Impact of Feature Explanations . https://. www.youtube.com/watch?v=5EkiOwoLz-4. TED Talk – . Customer Loyalty. Customer Loyalty. Faithful to a cause, ideal, custom, institution or product.. Unswerving allegiance to specific brands or products. . Chapter Objectives. Understand the differences between the service marketing concepts of loyalty and retention and the relationship between the two.. Discuss why the concept of customer retention has become increasingly important.. Process not a Project. Commitment. Retention . Versus. . Loyalty. How do they relate?. Retain. 1. to . keep possession of. 2. to continue to use, practice, etc.: . to retain an . old custom. . . 3. to continue to hold or have. More and . better experiences!. At this session we will talk about . ‘. better. ’ . part. Quality VS Satisfaction. Quality. | The actual vs. the standard . Set by the organization providing the product. The loyalty business model is a business model used in strategic management in which company resources are employed so as to increase the loyalty of customers and other stakeholders in the expectation that corporate objectives will be met or...