User:Jukeboksi/BBA studies/Marketing: Difference between revisions
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* '''[[w:Customer satisfaction|Customer satisfaction]]''' is a term frequently used in [[w:marketing|marketing]]. | * '''[[w:Customer satisfaction|Customer satisfaction]]''' is a term frequently used in [[w:marketing|marketing]]. | ||
::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, or its services (ratings) exceeds specified [[w:Contentment|satisfaction]] goals."<ref name=Marketing_Metrics>Farris, Paul W.; Neil T. Bendle; Phillip E. Pfeifer; David J. Reibstein (2010). ''Marketing Metrics: The Definitive Guide to Measuring Marketing Performance.'' Upper Saddle River, New Jersey: Pearson Education, Inc. ISBN 0-13-705829-2.</ref> ( Wikipedia ) | ::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, or its services (ratings) exceeds specified [[w:Contentment|satisfaction]] goals."<ref name=Marketing_Metrics>Farris, Paul W.; Neil T. Bendle; Phillip E. Pfeifer; David J. Reibstein (2010). ''Marketing Metrics: The Definitive Guide to Measuring Marketing Performance.'' Upper Saddle River, New Jersey: Pearson Education, Inc. ISBN 0-13-705829-2.</ref> ( Wikipedia ) | ||
* '''[[w:Customer satisfaction research|Customer satisfaction research]]''' is that area of [[w:marketing research|marketing research]] which focuses on customers' perceptions with their shopping or purchase [[w:experience|experience]]. ( Wikipedia ) | |||
* '''[[w:Customer experience transformation|Customer experience transformation]]''' (CxT) is a strategy that uses [[w:business process management]] to enhance [[w:customer service|customer service]] experience from any [[w:customer|customer]] [[w:touchpoint|touchpoint]]. ( Wikipedia ) | * '''[[w:Customer experience transformation|Customer experience transformation]]''' (CxT) is a strategy that uses [[w:business process management]] to enhance [[w:customer service|customer service]] experience from any [[w:customer|customer]] [[w:touchpoint|touchpoint]]. ( Wikipedia ) | ||