Transcript
TOP 10 Learning Questions for
Chapter 5: Creating Customer Value,
Satisfaction, and Loyalty
Cabunilas, Michelle M.15 April 2011
http://cabunilasmichelle.blogspot.comKotler, Keller, Marketing Management,
13th ed.
1. It is the difference between the perspective customer’s evaluation of all the benefits and costs of an offering and perceived alternatives.
A. Total Customer CostB. Product BenefitC. Total Customer BenefitD. Customer Perceived ValueE. Image Benefit
2http://cabunilasmichelle.blogspot.comKotler, Keller, Marketing Management,
13th ed.
http://cabunilasmichelle.blogspot.comKotler, Keller, Marketing Management,
13th ed.
Customer Perceived
Value
Image Benefit
Psycho.Cost
Concept 1: Customer Value, Satisfaction, and Loyalty
PersonalBenefit
EnergyCost
ServicesBenefit
Time Cost
ProductBenefit
TotalCustomer
Banefit
MonetaryCost
Total Customer
Cost
Determinants Of Customer Perceived Value
1. It is the difference between the perspective customer’s evaluation of all the benefits and costs of an offering and perceived alternatives.
A. Total Customer CostB. Product BenefitC. Total Customer BenefitD. Customer Perceived ValueE. Image Benefit
4http://cabunilasmichelle.blogspot.comKotler, Keller, Marketing Management,
13th ed.
2. A person’s feelings of pleasure or disappointment that result from comparing a product’s perceived performance to their expectations.
http://cabunilasmichelle.blogspot.comKotler, Keller, Marketing Management,
13th ed.
A. SatisfactionB. EnthusiasmC. ReliefD. MelancholyE. Anxiety
Concept 2: Customer Satisfaction
http://cabunilasmichelle.blogspot.comKotler, Keller, Marketing Management,
13th ed.
A person’s feelings of pleasure or disappointment that result from comparing a product’s perceived performance to their expectations.
Customers
2. A person’s feelings of pleasure or disappointment that result from comparing a product’s perceived performance to their expectations.
http://cabunilasmichelle.blogspot.comKotler, Keller, Marketing Management,
13th ed.
A. SatisfactionB. EnthusiasmC. ReliefD. MelancholyE. Anxiety
3. Which among the five choices is not a measurement technique for customer satisfaction?
http://cabunilasmichelle.blogspot.comKotler, Keller, Marketing Management,
13th ed.
A. Periodic SurveyB. Mystery ShopperC. Loss Rate from CustomerD. One-to-one MarketingE. Monitoring Performance
Concept 2: Customer Satisfaction
http://cabunilasmichelle.blogspot.comKotler, Keller, Marketing Management,
13th ed.
Measurement Techniques for Customer Satisfaction:
PERIODIC SURVEYS
MYSTERY SHOPPER
LOSS RATE FROM CUSTOMERS
MONITORING PERFORMANCE
3. Which among the five choices is not a measurement technique for customer satisfaction?
http://cabunilasmichelle.blogspot.comKotler, Keller, Marketing Management,
13th ed.
A. Periodic SurveyB. Mystery ShopperC. Loss Rate from CustomerD. One-to-one MarketingE. Monitoring Performance
4. It is the total feature and characteristic of a product or service that has an ability to satisfy needs.
http://cabunilasmichelle.blogspot.comKotler, Keller, Marketing Management,
13th ed.
A. PerformanceB. MarketingC. QualityD. VariationE. None of the Above
Concept 3: Product and Service Quality
http://cabunilasmichelle.blogspot.comKotler, Keller, Marketing Management,
13th ed.
WHAT IS
Is the total feature and characteristic of a product or service that has an ability to satisfy needs.
4. It is the total feature and characteristic of a product or service that has an ability to satisfy needs.
http://cabunilasmichelle.blogspot.comKotler, Keller, Marketing Management,
13th ed.
A. PerformanceB. MarketingC. QualityD. VariationE. None of the Above
5. It is the process of managing detailed information about individual customers & all customer “touch point” to maximize customer loyalty.
http://cabunilasmichelle.blogspot.comKotler, Keller, Marketing Management,
13th ed.
A. VariationB. Customer Relationship ManagementC. CustomizingD. DifferentiationE. None of the Above
Concept 5: Customer Relationship Management
http://cabunilasmichelle.blogspot.comKotler, Keller, Marketing Management,
13th ed.
Process of managing detailed information about individual customers & all customer “touch point”
to maximize customer loyalty.
Customer encounters the brand and product—from actual
experience to personal or mass communications to casual
observation.
5. It is the process of managing detailed information about individual customers & all customer “touch point” to maximize customer loyalty.
http://cabunilasmichelle.blogspot.comKotler, Keller, Marketing Management,
13th ed.
A. VariationB. Customer Relationship
ManagementC. CustomizingD. DifferentiationE. None of the Above
6. It is whre customer encounters the brand and product—from actual experience to personal or mass communications to casual observation.
http://cabunilasmichelle.blogspot.comKotler, Keller, Marketing Management,
13th ed.
A. Database MarketingB. CRMC. One-to-one MarketingD. Touch pointE. None of the Above
Concept 5: Customer Relationship Management
http://cabunilasmichelle.blogspot.comKotler, Keller, Marketing Management,
13th ed.
Process of managing detailed information about individual customers & all customer “touch point”
to maximize customer loyalty.
Customer encounters the brand and product—from actual
experience to personal or mass communications to casual
observation.
6. It is whre customer encounters the brand and product—from actual experience to personal or mass communications to casual observation.
http://cabunilasmichelle.blogspot.comKotler, Keller, Marketing Management,
13th ed.
A. Database MarketingB. CRMC. One-to-one MarketingD. Touch pointE. None of the Above
7. It is the process of building, maintaining, and using customer databases to contact, transact, and build customer relationships.
http://cabunilasmichelle.blogspot.comKotler, Keller, Marketing Management,
13th ed.
A. Database MarketingB. Customer DatabaseC. MarketingD. RetentionE. None of the Above
Concept 9:Database Marketing
http://cabunilasmichelle.blogspot.comKotler, Keller, Marketing Management,
13th ed.
Collection of information about customers that is current, accessible, and actionable
for marketing purposes.
Process of building, maintaining, and using customer databases to contact,
transact, and build customer relationships.
7. It is the process of building, maintaining, and using customer databases to contact, transact, and build customer relationships.
http://cabunilasmichelle.blogspot.comKotler, Keller, Marketing Management,
13th ed.
A. Database MarketingB. Customer DatabaseC. MarketingD. RetentionE. None of the Above
8. It is a collection of information about customers that is current, accessible, and actionable for marketing purposes.
http://cabunilasmichelle.blogspot.comKotler, Keller, Marketing Management,
13th ed.
A. Database MarketingB. Customer DatabaseC. MarketingD. RetentionE. None of the Above
Concept 9:Database Marketing
http://cabunilasmichelle.blogspot.comKotler, Keller, Marketing Management,
13th ed.
Collection of information about customers that is current, accessible, and actionable
for marketing purposes.
Process of building, maintaining, and using customer databases to contact,
transact, and build customer relationships.
8. It is a collection of information about customers that is current, accessible, and actionable for marketing purposes.
http://cabunilasmichelle.blogspot.comKotler, Keller, Marketing Management,
13th ed.
A. Database MarketingB. Customer DatabaseC. MarketingD. RetentionE. None of the Above
9. Which among the five are the factors to increase customer value?
http://cabunilasmichelle.blogspot.comKotler, Keller, Marketing Management,
13th ed.
A. Making Low Profit Customers more profitable
B. Increase Longevity of Customer Relationship
C. Reduce Customer DefectionD. A and CE. A, B and C
Concept 7: Increase Customer Value
http://cabunilasmichelle.blogspot.comKotler, Keller, Marketing Management,
13th ed.
REDUCE RATE OF CUSTOMER DEFECTION
INCREASE LONGEVITY OF CUSTOMER REL.
ENHANCING GROWTH POTENTIAL THROUGH “SHARE OF WALLET”, CROSS-SELLING,
AND UP-SELLING
MAKING LOW-PROFIT CUSTOMERS MORE PROFITABLE
FOCUSING DISPROPORTIONATE EFFORT ONHIGH-VALUE CUSTOMER
9. Which among the five are the factors to increase customer value?
http://cabunilasmichelle.blogspot.comKotler, Keller, Marketing Management,
13th ed.
A. Making Low Profit Customers more profitable
B. Increase Longevity of Customer Relationship
C. Reduce Customer DefectionD. A and CE. A, B and C
10. Customer profit rate increase due to increased purchases, referrals, and price premiums and _____________.
http://cabunilasmichelle.blogspot.comKotler, Keller, Marketing Management,
13th ed.
A. In-active CustomersB. Reduced Operating CostsC. Disqualified ProspectsD. Only A and CE. None of the Above
Concept 10: Customer Dev’t. Process and Retention
Acquired new customers cost five times more than satisfying and retaining current customers.
Average company loses 10% of its customer each year.
5% reduction in customer defect rate can increase profits by up to 85%
Customer profit rate increase due to increased purchases, referrals, and price premiums and reducedd operating costs.
http://cabunilasmichelle.blogspot.comKotler, Keller, Marketing Management,
13th ed.
10. Customer profit rate increase due to increased purchases, referrals, and price premiums and _____________.
http://cabunilasmichelle.blogspot.comKotler, Keller, Marketing Management,
13th ed.
A. In-active CustomersB. Reduced Operating CostsC. Disqualified ProspectsD. Only A and CE. None of the Above
TOP 10 Learning Questions for
Chapter 5: Creating Customer Value,
Satisfaction, and Loyalty
Cabunilas, Michelle M.15 April 2011
http://cabunilasmichelle.blogspot.comKotler, Keller, Marketing Management,
13th ed.
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