Chapter Questions What are customer value, satisfaction and Topic 4 loyalty, and how can companies deliver Creating Customer Value What is the lifetime value of customers? Satisfaction and Loyalty How can companies both attract and retain customers? Traditional Organization Chart Complaint Escalation Pyramid NUMBERS Middle management One in five comp Middle Management le management Front-line people 25% of these c Frontline service Providers CUSTOMERS1 Creating Customer Value, Satisfaction and Loyalty Topic 4 2 Chapter Questions • What are customer value, satisfaction, and loyalty, and how can companies deliver them? • What is the lifetime value of customers? • How can companies both attract and retain customers? 3 Traditional Organization Chart 44 Complaint Escalation Pyramid Complaint Escalation Pyramid Vice President Middle Management Frontline Service Providers One in two of these still dissatisfied complain 25% of complainants still dissatisfied One in five complain 25% of these customers still dissatisfied 40% Complain 100% of dissatisfied customers 1 Complaint 2 customers dissatisfied at middle management level 10 who complain to middle management 50 customers who remain dissatisfied after frontline effort 200 who complain To frontline 500 who are dissatisfied THE COMPLAINT PROCESS STATED IN PERCETAGES THE PYRAMID DESCRIBED IN NUMBERS