Customer delivered value is the difference between total customer value and total customer cost.
Total customer value is the bundle of benefits customers expect from a given product or service.
Total customer cost is the bundle of costs customers expect to incur in evaluating, obtaining, and using the product or service.
Customer satisfaction
Satisfaction is a person’s feelings of pleasure or disappointment resulting from comparing a product’s perceived performance (or outcome) in relation to his or her expectations.
Kotler
Subscribe to:
Post Comments (Atom)
No comments:
Post a Comment