Customer Relationship Lesson 7 PDF

DIVINA GRACIA A. VERGARA  The ways in which your company communicates and deals with existing customers  TOPIC OUTLINE WHAT ARE HOW DO Customer evaluation and why they are Consumers important evaluate products DISCUSS HOW...

DIVINA GRACIA A. VERGARA  The ways in which your company communicates and deals with existing customers  TOPIC OUTLINE WHAT ARE HOW DO Customer evaluation and why they are Consumers important evaluate products DISCUSS HOW Loyalty and To measures quality Customer and customer Relationship satisfaction Management  Customer evaluation and their importance FORMS OF CUSTOMER EVALUATION Customer Satisfaction Perceptions of Quality Customer intentions to repurchase the same brand or from the same provider  Customer evaluation and their importance FORMS OF CUSTOMER EVALUATION Generating a word of mouth Speaking favorably to friends and family and co - workers Hierarchy of Customer Behavior LOYALTY REPEAT TRIAL AWARENESS  HOW DO Consumers evaluate products? Consumers evaluate products based on their expectations to the product SOURCES Own Experiences OF Friends or Experts Marketing mix element originating from the company (positioning claims) Third party communications (product reviews, books, movies and televisions)  Customer evaluations Low involvement purchase Expectations High involvement purchase Credence purchases Experience or Perceived Experiential purchases Performance  Customer evaluations Customer Experience Less Expectations Equals Evaluations Measurement of Quality and Customer Satisfaction Can be done through SURVEYS and are ideal instruments to obtain customers perceptions.  Loyalty and Customer Relationship Management Customer Satisfaction Loyalty Program Customer Relationship Invites customers to Management become members to enjoy certain benefits for Is a tool in the frequent or heavy company that tracks purchasing spending, regardless of whether customers are segmented into loyal or disloyal & rewarded or not Collects customer identification and contact information DIVINA GRACIA A. VERGARA  Read the article found in this link https://www.entrepreneur.com/encyclopedia /customer-relationships