Chapter+3+ marketing: Building Customer Loyalty Through Quality

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Building Customer Loyalty Through Quality Relationship Marketing Compared With Traditional Marketing Complaint resolution Establishing a Relationship Marketing Program Developing a Service Quality Program

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Mục lục

Chapter 3 Building Customer Loyalty Through Quality
Slide 2
Customer Delivered Value
Customer Satisfaction
Customer Satisfaction Versus Customer Loyalty
Five Levels of Relationships
Three Customer Value-Binding Approaches
Establishing a Relationship Marketing Program
Slide 9
Internal Costs
Complaint resolution
Managers and employees should treat complaining customers as the most important customer - and listen to their complaints
Slide 13
Benefits of Service Quality
Developing a Service Quality Program
Slide 16
Managing Capacity
Slide 18
Customers as Employees
Managing Demand

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