I feel as though customer satisfaction and customer value are both interdependent on one another because they both bring up a customers opinion about the product or service. The Customer Value Proposition is defined as; consisting of the sum total of benefits which a vendor promises a customer will receive in return for the customers associated payment (dictionary.com). So exactly, why should me, the customer want to buy from you, the business. What convinces me that this shampoo is the best shampoo out there? What does it offer that the other leading brands don't? This all depends on how satisfied we are with the product after purchasing it. Suppose that Pantene Pro V draws in my attention for shampoo, I like their television ads and I enjoy their fun slogan. Pert Plus also has a fun slogan but their bottles are ugly and the scent of the shampoo isn't as appealing to my senses as Pantene. So I go with Pantene, hoping that this product is going to be better than the tired old bottle of Pert Plus that I have been using for years now (customer value). I find Pantene Pro V to be the best product out there. I enjoy using the product, it smells great, my hair is moisturized, soft and I will certainly purchase their product next time (customer satisfaction). If the product isn't up to par and does not do what exactly it has promised, IE- provide shiney, clean, fragrant smelling hair after using than me, the customer will clearly not be satisfied with the product and will chose not to purchase the product in the future. Therefore with low customer value then comes poor satisfaction with the product.
Would you be satisfied with a product that is suppose to do amazing things yet it you take it home and it is a piece of junk?
Drew brings up an interesting point regarding a product that is marketed and advertised as amazing and turns out to be a piece of junk. This type of product would be subject to negative word of mouth publicity. I often try products if someone recommends them to me, and deliberately avoid those that I have heard negative comments about. An example of this type of publicity is when purchasing items online. Often, the product has a rating by users and comments underneath. I am an obsessive comment reader because I relate to "real" people who aren't trying to make a profit off my purchase. So if I was thinking about trying our some new shampoo, I might look it up online. Then I might see that Drew made a comment about how it makes your hair smell like rotten sushi. I doubt that the customer value proposition of the sushi shampoo would claim to have a displeasing stench. The discrepancy between what the company had promised and what Drew had experienced would affect both the customer value and the customer satisfaction. Also, his word of mouth advertising would negatively affect the company because the potential customer decided to go elsewhere.
ReplyDeleteI'm going to respond to your post drew
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