1. Chapter One Customer Focus and Managing Customer Loyalty

2. Customer Focus and Managing Customer Loyalty
Customer focus and profitability
Profit impact of customer retention
Managing customer loyalty
Market-based management and customer focus
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3. Figure 1-1 Underwhelming Customer and Shareholders
Weak Customer Focus
Figure 1-1 Underwhelming Customer and Shareholders
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4. Figure 1-2 Customer Focus, Customer Satisfaction, and Profitability
Strong Customer Focus
Figure 1-2 Customer Focus, Customer Satisfaction, and Profitability
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5. Customer Satisfaction
Figure 1-5 De-averaging Customer Satisfaction and Customer Profitability
Measuring Customer Satisfaction
Customer Satisfaction Index (CSI)
Why is it important?
Directly correlated to profits
Leading indicator of operating performance
Impact of Dissatisfied Customers
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6. Customer Satisfaction and Retention
Figure 1-6 Customer Satisfaction, Complaint Behavior, and Customer Retention
Why is customer retention important?
How does a firm retain customers?
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7. Measuring Customer Retention
Figure 1-10 Customer Life Expectancy and Customer Retention
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8. Figure 1-13 Net Promoter Score
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9. Figure 1-14 Customer Loyalty Score
Measuring Customer Loyalty
Customer Loyalty Score (CLS)
Why is it important?
Customer Recommendations
Figure 1-14 Customer Loyalty Score
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10. Managing Customer Loyalty
Figure 1-15 Managing Customer Loyalty
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11. Customer Focus and Marketing Knowledge
Figure 1-17 Customer Focus and Marketing Knowledge
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12. Market-Based Management
Figure 1-18 Market-Based Management
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13. Market-Based Management and Customer Focus
Voice of the Customer
Customer Performance
Customer Leadership
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14. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall
Review
Customer focus and profitability
Profit impact of customer retention
Managing customer loyalty
Market-based management and customer focus
Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall

15. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall
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Copyright © 2009 Pearson Education, Inc.  
Publishing as Prentice Hall
Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall