Jun 042015
 

The two dimensions of customer satisfaction The customer’s assessment of their satisfaction following a purchase and consumption of a product involves a comparison of two views: What were their EXPECTATIONS of value prior to purchase? What was their perception of the value delivered AFTER purchase? The consumer will engage in Read full article…

Sep 042014
 

  Definitions of Customer Satisfaction A nice, easy-to-remember customer satisfaction definition is: Customer satisfaction is a consumer’s perception of how well an organization has delivered on their communicated value proposition. The key points to note about this definition are: Customer satisfaction is the perception of a consumer, It is primarily Read full article…

Aug 182013
 
The Difference between Service Quality and Customer Satisfaction

  What’s the Difference between Service Quality and Customer Satisfaction? Although they are interrelated concepts, there is a difference between service quality and customer satisfaction. As discussed further in a separate article on customer satisfaction (CSAT), CSAT is the customer’s evaluation of the product/service relative to the customer’s prior expectations. Read full article…

Aug 132013
 
The High Customer Satisfaction and Low Profitability Paradox

  Is Pursuing High Customer Satisfaction Worthwhile? The relationship between high customer satisfaction, leading to increased customer retention (loyalty), resulting in increased long-term profitability is generally well supported by academic research and commercial practice. But there are situations and industries where this logical relationship may not hold true. Therefore, when Read full article…

Aug 122013
 
What is the difference between customer satisfaction and customer value?

  Customer Satisfaction (CSat) and Customer Value are Different Concepts in Marketing Customer satisfaction and value are both fundamental concepts in the understanding of marketing. It is important to note that while they are highly interrelated, they also operate independently. Essentially, value is when a consumer perceives that they will Read full article…

Aug 122013
 
Why under-promising and over-delivering is a poor strategy

  Don’t Under-promise and Over-deliver! It’s a common cliché to under-promise and over-deliver, which even some marketing consultants and professional speakers have tended to suggest. The problem with this approach is that it is based on a very simplistic understanding of the customer satisfaction model and is a very poor Read full article…

Aug 122013
 
Disconfirmation Model of Customer Satisfaction

  Introduction to the Disconfirmation Model of Consumer Satisfaction Essentially customer satisfaction is the consumer’s evaluation of how well the firm (usually a service firm) has lived up to their promises. As outlined in the general discussion of customer satisfaction, consumers compare their initial expectations of likely value against their Read full article…

Aug 122013
 
Benefits of Customer Satisfaction

  Key Benefits of Customer Satisfaction in Marketing Customer satisfaction is a fundamental concept addressed in all marketing textbooks and many organizations consider it the most important marketing goal, because it should deliver ongoing customer loyalty and resultant enhanced profitability. But there are actually many more benefits of customer satisfaction, Read full article…

Feb 252013
 
Customer Satisfaction in Marketing

  Understanding Customer Satisfaction Customer satisfaction is a fundamental concept in modern marketing. In many organizations, customer satisfaction is considered the most important marketing metric, primarily because it is considered a key driver of customer loyalty and bottom-line financial performance. In most cases, customer satisfaction is more important to service Read full article…