Value and satisfaction, pillars in the achievement of business success and the benefit of society
As we will remember, customer satisfaction is the cornerstone of any type of organization, its success or failure depends on how the needs of consumers have been fully met. In this article, you will see how a company must offer the customer true value and satisfaction to compete effectively in today's market.
VALUE FOR CONSUMERS
We will start from the idea in which the client always looks for the marketing offer that offers the greatest value; compares the real value that a certain product provided with the expected value, from there the degree of satisfaction obtained is determined, which will result in the buying habit and its behavior in future acquisitions.
But… what is value for customers? It is simply the set of all the benefits that a company can provide in a certain product and that fully satisfies a consumer. It is the knowledge that the car that was acquired is the best of all those that exist in the market, that the after-sales service is excellent and that it never leaves the customer unprotected, that the company staff strives in the best way so that the buyer acquires the product and that the image of the company is solid and without any qualms. It is the sum of all these attributes that is called the total value for the customer.
However, there are also other important factors that make a consumer tend to choose a certain company and its products to make their purchases. This is where the concept of total cost for the customer comes in, understood not only as the monetary value that the product may cost, but also the time, energy, and "psychological" costs that the buyer will invest in acquiring the good.
For this reason, when evaluating the total value (which must be the highest) and the total cost to the customer (which must be the lowest) of a product, the value provided to the customer is obtained, which is understood as the "utility" that gets the consumer and that will drive him to purchase a certain product.
The client. It is very important to satisfy the customer, since he will feel more committed to the company that meets his expectations and in the event of any change in the price or in the product design itself, the consumer will adapt in an easier way since his loyalty will stay for a long time
CUSTOMER SATISFACTION
We always feel good if our expectations have been fully met. It is therefore the task of companies to ensure that the expectations that were created for a product are fully satisfied. Many times we are promised heaven and earth if we acquire a certain good, but then we realize that we were deceived and our wishes were not fulfilled. Of course, you will never buy that product again and the image of the company that sold it will be on the ground.
Creating expectations can be a double-edged sword. If many were created and the client was fully satisfied, he will continue to buy and acquire the products offered, but if they were not filled, the situation that was contemplated at the end of the previous paragraph will occur.
It is very important to satisfy the customer, since he will feel more committed to the company that meets his expectations and in the event of any change in the price or in the product design itself, the consumer will adapt in an easier way since his loyalty It will keep for a long time and you will have no qualms about continuing to purchase these products. He will also speak highly of the company and will make its image recognized for its quality, seriousness and dedication to customer satisfaction.
To be able to keep a client is to know how to relate perfectly to it.
But it is not only by generating value and satisfaction that customers are retained, this should not be forgotten, it is necessary to monitor them and determine their behavior. It is essential to communicate with him, to know his concerns, his expectations, since this will help the company improve its offer constantly. You must be kept informed of new product improvements and through your suggestions, seek the best way to provide more value and satisfaction to it.
As we could see, it is necessary to remember that customer satisfaction is the primary objective of a marketing strategy in any company, for this reason more than business must be generated, lasting relationships with them to ensure that they never stop purchasing products and thus generate benefits for both sides.
