Professional Documents
Culture Documents
5
Creating LongTerm Loyalty
Relationships
Chapter Questions
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What is
Customer Perceived Value?
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Product benefit
Monetary cost
Services benefit
Time cost
Personal benefit
Energy cost
Image benefit
Psychological cost
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Steps in a
Customer Value Analysis
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What is Loyalty?
Loyalty is a deeply held commitment to rebuy or re-patronize a preferred product or
service in the future despite situational
influences and marketing efforts having the
potential to cause switching behavior.
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Apple iPhone
Clairol
Samsung
Mary Kay
Grey Goose
Clinique
Avis
Wal-Mart
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Google
Amazon
Bing
J.Crew
AT&T Wireless
Discover Card
Verizon Wireless
Cheerios
Measuring Satisfaction
Periodic surveys
Customer loss rate
Mystery shoppers
Monitor competitive performance
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What is Quality?
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What is
Customer Relationship Management?
CRM is the process of carefully managing
detailed information about individual
customers and all customer touch points to
maximize customer loyalty.
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Attracting and
Retaining Customers
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Loyalty Programs
THINK OF
SKYWARDS
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Customer database
Database marketing
Mailing list
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Business database
Data warehouse
Data mining
To identify prospects
To target offers
To deepen loyalty
To reactivate customers
To avoid mistakes
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For Review
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