Group Name : SMILING

GROUP MEMBERS
Name

Id

Section

Progrm

MD JASIM AHMED

12102177

BBA

TANJILA HAQUE

10302013

BBA

MOHAMMAD ALI

12202097

BBA

A.S.M SHIHAB

12202120

BBA

MD TANVIR FARDUSH

12202096

BBA

MD ASHIKUR RAHMAN

12202120

BBA
83

Summary
Customer satisfaction
Customer Expectations

The Customer Satisfaction development process

Measurement of customer satisfaction
Product and Service quality
Customer Loyalty
Top brands in Customer Loyalty
Build up Loyalty

INTRODUCTION
Satisfaction means a persons feelings resulting
from comparing a products perceived
performance/outcome in relation to his/her

expectations.

CUSTOMER SATISFACTION
Generally we know that satisfaction depends on
those processes:
Performance < Expectation = Dissatisfied
customer
Performance = Expectation = Satisfied customer
Performance > Expectation = Delighted customer
Finally they will be regular and loyal customers

Customer Expectations
Formed by past buying experience, friends advice,

marketers information & promises.

If expectations are too high, buyers may be
disappointed.
If expectations are too low, not enough buyers, but
those who buy will be satisfied.
Examples: GM, JetBlue Airways

The Customer Satisfaction development process

Suspects

prospects

Disqualified

First-time

custome
r

Repeat

customers

EX-customers

clients

members

Partners
8

Measuring satisfaction
A. Periodic surveys

B. Customer Loss Rate

C. Mystery Shoppers

D . Monitor Competitive Performance

Product and Service quality

Satisfaction depends on product and service

quality
Product and service quality. customer
satisfaction ,and company profibility are
intimately connected

Pure Love For All Friend

10

Customer Loyalty
A deeply held commitment to re-buy or repatronize a preferred product or service in the
future despite situational influences and
marketing efforts having the potential to cause
switching behavior.

Customer Loyalty
Customers decision to be loyal or to defect is the sum

of many small encounters with the company.

Companies need to create a branded customer
experience.In
.

Top Brands in Customer

Loyalty
1.Apple
2. Google
3.Samsung(mobile phone)
4. Yahoo
5. Canon(office copiers)
6. pepsi
7. Amazon
13

Build up Loyalty
Interact with customers
Develop loyalty programs
Frequency programs
Club membership programs

Personalize marketing

Create institutional ties

Monitoring satisfaction
The companies are systematically measuring

customer satisfaction and the factors influence

it. A company would be wise measure customer
satisfaction regularly because one key
customer retention is customer satisfaction.

Pure Love For All Friend

15

Conclusion
At the last time, we can say that the marketing study is
essential for customer satisfaction and loyalty. It is
help to do easily develop any organization to build up
there loyal customers

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