Building Costumer Satisfaction In Marketing

A. Defining Customer Value and Sastifaction in marketing

Total customer value in marketing is the bundle of benefits customer expect from a givenproduct or service

Customer Sastifaction is a person's feeling of pleasure or disapointment resulting from comparing a product's perceived ferformance (or outcome) in relation to his or her expectations.

B. Tools For Tracking And Measurement Costumer Sastifaction

- Complaint and suggestion system

- Costumer Sastifaction Surveys

- Ghost Shoping

- Lost Customer Analysis

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