Monday, January 28, 2013

Question #2

Customer value and customer satisfaction are interdependent. I think that these two things go completely hand in hand with each other. Customer value is the relationship between benefits and the sacrifice necessary to obtain the product or service that the customer wants. As explained in our textbook, a high quality item that is expensive and hard to find will have a lower value than of something that is inexpensive.

 I feel that with low customer value there could be a low customer satisfaction and when there is a high value there is a high satisfaction. Items that are so easy to find however, and something that our book described as "bared-boned" will also have a low customer value.

Which do you think is more important: customer value or customer satisfaction? Which do you think is more important to organizations and business: customer value or customer satisfaction?

1 comment:

  1. I agree with you in that low customer value will result in low customer satisfaction. When you go into a retail store where you get completely ignored and get no help, you are more likely to walk out without buying something. When customers are highly valued like a private insurance company's customers, they will stick with the company long term if they are satisfied.

    I also agree that products that are easy to find have a lower value. Something that you can find every where like hair brushes are low in value because there is a lot of competition.

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