relation of customer perception and customer satisfaction level
TRANSCRIPT
RENDY TOULE(10103031)
Customer Perception
Customer Perception is an internal processwhich makes it possible for the customer tochoose, organize, and interpret stimulis from thesurrounding environment.
Perception Factors
• Experiences
• Ways of thinking
• Interests
• Expectations and Preferences
Importance of Creating Customer
PerceptionThe life cycle of a company depends on customerbehaviors against them, which one of them iscustomer perception.
Perception creates a stimuli to a consumer insuch a way that makes the consumer stimulatedto see, try and use the product of the company.Then, when they get the value for money fromthe product, they become customer.
Satisfaction Level
Customer satisfaction is a condition wherewants, expectations, and needs of a customer arefulfilled. A service needs to fulfill the needs andexpectations so then it could be called satisfied.
Purposes of Reaching Customer
Satisfaction
• To know what the customer thinks about you, your service, and your rivals.
• To measure and increase your working ability.• To use your ability in segmenting markets. • To take advantage of the weakness of yours to be
developed before someone else did.• To build a media of internal communication in a
company so that everyone knows what they do. • To show your commitment against quality and your
customers.
Relation of Customer Perception and Customer
Satisfaction Level
Customer perception is created based on the satisfaction given to the customer.
Every customer has their own satisfation level that differences of perception exists.
Creating Customer Perception
1. Image Analysis
Market perception can be created by measuringthe image of the company, its products, andtheir rivals in the market.
Image can be defined as a union of faith, idea,and impression of someone about something.
Continued
2. Promotion
After building a company image, thecommunicators can start to develop effectivemessages and do promoting. The messages mustattract attention, create interest, trigger want,and persuade customer to act.
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