Customer Satisfaction and customer value is interdependent.
When a customer is looking to purchase a particular product they are looking to
get what they perceive to be the best value for the product. In order for them
to find the best valued product they take into account factors such as how well the
product works, cost, quality, customer service and support, and reliability.
Each customer rates and ranks these factors differently but all are part of how
the customer values a product. These
factors are graded by the experience the customer has with the company and how
the product meets the customers’ expectations. The evaluation of those two
areas determines if the customer believes he or she received a good or bad
value. If the customer does believe they’ve received a good value then they are
satisfied, if not then they are unsatisfied.
Which of the factors of value to a customer do you think is
most important to customer satisfaction? Why?
No comments:
Post a Comment