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What Is Customer Perception?

Customer loyalty and customer perception

❶That means it becomes more difficult for products and services to differentiate themselves from other offerings than ever before. Consumer perception theory attempts to explain consumer behavior by analyzing motivations for buying -- or not buying -- particular items.

Definition

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Why Is a Brand Name Important?
Why customer perception is important for businesses

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Self Perception

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This perception may vary based on the customer or a certain demographic of customer. Customer perception can be developed from a variety of factors, such as their own personal experience or how they have heard other people experienced the product.

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Customer perception definition. The formal definition of customer perception is, “A marketing concept that encompasses a customer’s impression, awareness and/or consciousness about a company or its offerings.” To put it simply, customer perception is what your customers and potential customers think of your organization.

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Customer perception is influenced by a variety of factors. Besides the actual outcome – i.e. did the product or service deliver the expected function and did it fulfil the customers need – the whole process of consumption and all . The perception of the same product or service by different consumers would vary. This is exactly what consumer perception theory analyses by finding out what exactly motivates or influences a consumer behavior in purchasing or not purchasing a specific product.

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Self perception by customers relates to values and motivations that drive buying behavior -- which is also an important aspect of consumer perception theory. For instance, a study by researchers at the University of Massachusetts at Amherst addressed how self perception shaped consumers' buying behavior. Customer satisfaction comes down to the customer’s perception of their experience with your company. If they had an enjoyable shopping experience, if their item was delivered on time, and if their product works and looks as described, they’ll typically perceive the experience as enjoyable.