8. Customer Satisfaction –
Analyze what the customer holds
important to make it easier to meet the
requirements. Once met, there is
customer satisfaction.
9. Customer Satisfaction –
Quantifiable measurement
methodologies are available to monitor
satisfaction levels of the customers.
10. Customer Loyalty –
Customer satisfaction almost
always leads to customer
loyalty (Loyalty is a
commitment to repurchase or
re-patronize a preferred
product )
12. Total Customer Total Customer
Benefit Cost Perceived Value
More Benefits Competitive Customer
than Costs Advantage Satisfaction
Customer
Satisfaction Customer Loyalty Profits