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Customer value is determined by comparing the benefits of a product or service offering against its costs and alternative options. Customer satisfaction results from a customer's perception of a product or service's performance relative to their expectations. Highly satisfied customers are more loyal, purchase more, provide positive word-of-mouth advertising, offer ideas to companies, and have lower acquisition costs than new customers.

Father & Sons is a menswear retailer with 27 stores in France and Belgium that wanted to improve customer loyalty and promotions. They implemented the MAXXING customer loyalty and promotions solution along with CEGID's POS system. The integration was smooth and provided benefits like improved customer segmentation, reduced mailing costs, and real-time updates across channels. The personalized support from MAXXING helped Father & Sons effectively implement the new system.

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Pp

1. CUSTOMER VALUE ? Is the difference between the prospective DETERMINANTS OF CUSTOMER SATISFACTION CUSTOMER LOYALTY customer’s evaluation of all benefits and all ? is a deeply held commitment to re-buy or the cost of an offering and perceived re-patronized a prefered product or service alternatives. in the future despite situational anfluences http://image.slidesharecdn.com/12246910 62kotl ermm13 ebas ic05 110 217 072 449- php app 01/95/sl ide- 4-72 8.jpg ?12 979 494 11 - ? *Buying decisions based on judgments and marketing efforts having the potential to cause switching behavior. formed about the value of marketing offers ? http://image.slidesharecdn.com/1224691062kotlermm13ebasic05-110217072449-phpapp01/95/slide-4-728.jpg?1297949411 ? *Customer expectations based on past buying experiences ? *Today’s most successful companies raising CUSTOMER SATISFACTION expectations and delivering performance to match. ? Satisfaction is a person’s feelings of pleasure or disappointment resulting from comparing a product’s perceived performance (or outcome) with the performance he expects of it. ? http://image.slidesharecdn.com/1224691062kotlermm13ebasic05-110217072449-phpapp01/95/slide-4-728.jpg?1297949411 DETERMINANTS OF CUSTOMER PERCEIVED VALUE HIGHLY SATISFIED CUSTOMERS *Stays Buyer Longer *Buys More *Talks Favorably about Products *Offers Ideas *Costs Less than New Customer

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