Ch 18: Consumer Behavior & Customer Satisfaction

About This Chapter

We've all been customers--now it's time to review what makes a customer tick. In this chapter you will examine consumer behavior theory, marketing methods, and the relationship between customer service and satisfaction.

Consumer Behavior and Customer Satisfaction - Chapter Summary

In this engaging lesson, you can learn all about consumers: what underlies consumer behavior; how can you effectively market to your target audience; what drives your customers' decision-making processes; how do you keep your customers satisfied; how do you know if they're satisfied. Our business professionals present all of this and more in this chapter. By the time you have finished, you will be able to:

  • Understand consumer behavior theory
  • Explain marketing strategy
  • Understand what drives customer decisions
  • Define customer satisfaction and provide examples
  • Describe how to measure and analyze customer satisfaction
  • Explain the relationship between customer service and customer satisfaction

The lessons in this chapter are presented in various formats, and there is certain to be one that is right for you. You may read the transcripts, watch the videos, or just use the self-check quizzes. Track your progress on your Dashboard to see how your learning is progressing.

Chapter Practice Exam
Test your knowledge of this chapter with a 30 question practice chapter exam.
Not Taken
Practice Final Exam
Test your knowledge of the entire course with a 50 question practice final exam.
Not Taken

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