Customer value: Customers through consumption and other active or passive participation in the business behavior of the value of the contribution , these values in addition to cash flow and profit value, but also includes the value of data, valuation of value, as well as the value of guidance and improve the business behavior. In contrast, to capture customer value, the merchant must return to the customer the corresponding consumer value. Customer satisfaction of the three factors:

1, service factors

Enterprise marketing and service system is consistent and concise, whether it can bring convenience to customers, after-sales service time, the length of time, the attitude of the service personnel, response time, the convenience of the complaint and counseling, etc. will affect the customer's satisfaction.

2, communication factors

Customers expect to be able to easily communicate with the supplier. Customers hope that in the goods can not be shipped on time, or after the shipment of the discovery of errors, you can get timely notification to facilitate the fastest processing.

3, emotional factors

In the process of interaction with customers, a significant portion of customer satisfaction and product quality does not matter, sometimes just because of an employee of some words or some small things are not done to make the company lose the customer's business.

Expanded

Customers can be roughly divided into three types, and for different types of customers and different customer value positioning model:

(1), the customer is interested in the latest, modern products, the choice of products reflect their pursuit of fashion and taste and the desire for special technology. Companies catering to these customers place value on product leadership, such as Microsoft, Hewlett-Packard, Intel, and Sony.

(2) Customers prefer good quality products at low prices, and have special requirements for purchasing convenience and quality service. Companies targeting this customer segment place value on operational excellence, such as Wal-Mart, Dell, FedEx and Haier in China.

(3) Customers want to get exactly what they need, even if they have to pay a higher price or wait a little longer for it. Companies that provide products or services to this customer group strive to increase customer intimacy, such as Honda, British Airways, etc., by catering to the specific needs of their customers, who are rewarded with loyalty to the company's products and services.