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THE Marketing Study Guide

Prepared by a marketing lecturer, designed for university-level students

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Tag: customer satisfaction

Outcomes of customer satisfaction

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:

  1. What were their EXPECTATIONS of value prior to purchase?
  2. What was their perception of
… Read more...
Author Geoff FrippPosted on Categories Customer Satisfaction, Introductory ConceptsTags clv, customer satisfaction

Customer Satisfaction Definition

 

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
… Read more...
Author Geoff FrippPosted on Categories Customer SatisfactionTags customer satisfaction

Understanding the Limitations of CSat

 

There are a number of limitations of customer satisfaction in terms of relying too heavily on this marketing metric. It is, therefore, important to understand the various limitations in order to utilize the results of CSat research/scores appropriately.

Expected

… Read more...
Author Geoff FrippPosted on Categories Customer Relationship Management, Services MarketingTags customer satisfaction

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.… Read more...

Author Geoff FrippPosted on Categories Customer Satisfaction, Introductory Concepts, Services MarketingTags customer satisfaction

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Welcome to the Marketing Study Guide

This free study guide has been prepared to meet the information needs of university-level marketing students throughout the world. This study guide is a comprehensive discussion (along with many examples) of the key aspects of marketing as covered across various textbooks and study programs

  • About
    • Privacy Policy
  • Base Concepts
  • Strategy
  • Environment
  • SWOT
  • Consumer Behavior
  • Segmentation
  • Product Mix
  • New Products
  • PLC
  • Promotion
  • Pricing
  • Services
  • CRM
  • Research
  • Metrics
  • Ethical
  • Videos
  • Career Quiz
  • All Articles
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