CUSTOMER BEHAVIOR A MANAGERIAL PERSPECTIVE PART 1 CHAPTER

Competitive Advantages Through Customer Satisfaction PART 1 Customer Behavior: A Managerial Perspective CHAPTER 1 Customer Satisfaction Repeat Buying Higher Prices Profits Loyalty in Crisis Word of Mouth Corporate Performance One-Stop shopping New Product Innovation Growth Copyright © 2002 All rights reserved. Copyright © 1999 by Thomas Southwestern. All rights reserved. 2

Increased Profitability Customer Behavior: A Managerial Perspective PART 1 CHAPTER 1 Advantages Cost efficiencies from repeat customers § Price premiums from established customers § Customer loyalty in corporate crisis § Copyright © 2002 All rights reserved. Copyright © 1999 by Thomas Southwestern. All rights reserved. 3

Increased Growth Customer Behavior: A Managerial Perspective PART 1 CHAPTER 1 Advantages Increased word of mouth § One-stop shopping § New product innovations § Copyright © 2002 All rights reserved. Copyright © 1999 by Thomas Southwestern. All rights reserved. 4

Creates Pride in Employees Customer Behavior: A Managerial Perspective PART 1 CHAPTER 1 Customer orientation has an effect on employee morale in the company Satisfied employees create satisfied customers § Happy customers lead to employee happiness § Copyright © 2002 All rights reserved. Copyright © 1999 by Thomas Southwestern. All rights reserved. 5