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Creating Long-Term Loyalty - Coggle Diagram
Creating Long-Term Loyalty
Customer-perceived value
the difference between benefits the customer gets and costs he or she assumes for different choices
Customer value analysis
identify attributes the customers value
assess the importance of the different attributes
assess the company's and competitor's performance on different values that are important to customer
see how specific customers rate company's performance against competitor's performance
monitor customer values
high value and satisfaction
leads to
increased loyalty
high product quality
leads to
Managing customers
reducing rate of defection
increase longevity of customer relationship
enhancing growth for customers
improving or terminating low profit customers
more effort on high profit customers
Building loyalty
close interaction
loyalty programs
community programs
customer empowerment
customized marketing