Customer Value, Satisfaction and Loyalty. The New “Managerial Paradigm”. Amazon epitomizes the “Customer-Oriented” Model. So does Jones Soda…. So does Threadless…. Value. Benefits (actual or perceived) Come from features or product attributes May be economic, social or personal
The whole cluster of benefits the
company promises to deliver less the associated total cost.
A deeply held commitment to re-buy
or re-patronize a preferred product
or service in the future despite exposure
to situational influences and marketing
efforts that have the potential to cause
Is it better to reward your most or least loyal customers?
Customer Loss Rate & Returns
Word of Mouth
Quality is the totality of features and
characteristics of a product or
service that bear on its
ability to satisfy
stated or implied needs.