Customer Needs
Problems your products and services solve for the customer such as luggage that offers a system for folding a suit without wrinkling it. This includes elements such as functions, features and location.Customer Preferences
Products and services that conform to the customer's likes and dislikes such as a hotel room that offers a range of both firm and soft pillows. Preferences include elements such as style, convenience and comfort.Customer Perceptions
Customer perceptions of your brand, products and services. This includes general concepts such as an airline perceived as safe, a hotel perceived as friendly and a bank perceived as secure.Customer Experience
Your end-to-end customer experience including tangible and intangible elements of products and services. For example, the easiest bank to do business with or the most luxurious airline.Customer Relationships
Your relationships with customers including every customer service interaction. Customer relationships can also include programs that single out the customer as an individual such as a loyalty card that assigns the customer a high status.Quality
The perceived quality of your products and services including elements such as ingredients, materials, design, workmanship, country of origin, culture, reputation and refinement.Pricing
Reasonable, low, straightforward or preferential pricing can be presented as a benefit to the customer such as an ecommerce site that provides deals that are only accessible to members of a loyalty program.| Overview: Customer Benefits | ||
Type | ||
Definition | Reasons a product or service is valuable to a customer. | |
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