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  2. Customer satisfaction - Wikipedia

    en.wikipedia.org/wiki/Customer_satisfaction

    Customer satisfaction is a term frequently used in marketing to evaluate customer experience. It is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products ...

  3. Service recovery paradox - Wikipedia

    en.wikipedia.org/wiki/Service_recovery_paradox

    A firm should aim to minimise customer dissatisfaction. Therefore, good recovery of a certain service by a firm may lead a customer's dissatisfaction to return to at least the level before a service failure occurred and even turn into satisfaction. [13] Customer perceived value High perceived value is believed to lead to high satisfaction. [14]

  4. Customer engagement - Wikipedia

    en.wikipedia.org/wiki/Customer_engagement

    Engagement is a holistic characterization of a consumer's behavior, encompassing a host of sub-aspects of behaviour such as loyalty, satisfaction, involvement, word-of-mouth advertising, complaining and more. Satisfaction: Satisfaction is simply the foundation, and the minimum requirement, for a continuing relationship with customers.

  5. Customer value proposition - Wikipedia

    en.wikipedia.org/wiki/Customer_value_proposition

    End user – The initial and ongoing satisfaction of the end user is the goal of every business. Customer satisfaction is achieved when superior customer value is delivered. Establishing a lasting business relationship will lead to future sales. Price and quality are the most important factors in a consumer purchase.

  6. Customer feedback management services - Wikipedia

    en.wikipedia.org/wiki/Customer_Feedback...

    Various online CFM services use different approaches. The aim of most methodologies is to measure customer satisfaction, with some models also measuring related constructs including customer loyalty and customer word-of-mouth (see Webreep model). The methodology behind each service has an important impact on the nature of the service itself ...

  7. Customer experience - Wikipedia

    en.wikipedia.org/wiki/Customer_experience

    This is related to a customer's satisfaction with their experience. By understanding what causes satisfaction or dissatisfaction with a customer's experience, management can appropriately implement changes within their approach (Ren, Wang & Lin, [23] 2016). A study on the customer experience in budget hotels revealed interesting results.

  8. SERVQUAL - Wikipedia

    en.wikipedia.org/wiki/SERVQUAL

    It is widely used by service firms, most often in conjunction with other measures of service quality and customer satisfaction. The SERVQUAL instrument was developed as part of a broader conceptualization of how customers understand service quality. This conceptualization is known as the model of service quality or more popularly as the gaps model.

  9. eCRM - Wikipedia

    en.wikipedia.org/wiki/ECRM

    ECRM is being adopted by companies because it increases customer loyalty and customer retention by improving customer satisfaction, one of the objectives of eCRM. E-loyalty results in long-term profits for online retailers because they incur less costs of recruiting new customers, plus they have an increase in customer retention. [ 10 ]