2. CUSTOMER VALUE
Is the difference between the prospective
customer’s evaluation of all benefits and all
the cost of an offering and perceived
alternatives.
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5. CUSTOMER LOYALTY
is a deeply held commitment to re-buy or
re-patronized a prefered product or service
in the future despite situational anfluences
and marketing efforts having the potential
to cause switching behavior.
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6.
7. CUSTOMER SATISFACTION
Satisfaction is a person’s feelings of
pleasure or disappointment resulting from
comparing a product’s perceived
performance (or outcome) with the
performance he expects of it.
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8. DETERMINANTS OF CUSTOMER SATISFACTION
*Buying decisions based on judgments
formed about the value of marketing offers
*Customer expectations based on past
buying experiences
*Today’s most successful companies raising
expectations and delivering performance to
match.
9. HIGHLY SATISFIED CUSTOMERS
*Stays Buyer Longer
*Buys More
*Talks Favorably about Products
*Offers Ideas
*Costs Less than New Customer