Consumer Behavior & Customer Satisfaction - Videos & Lessons

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.

5 Lessons in Chapter 18: Consumer Behavior & Customer Satisfaction

Chapter Practice Test

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1. Consumer Behavior Theory and Marketing Strategy

Watch this lesson to find out how marketers can use predictions about our behavior to create a strategy that helps them reach out to us and influence our decisions to buy.

2. Understanding the Consumer Decision-Making Process: A Marketing Must

In this lesson, you'll see how a consumer moves through a decision making process in order to purchase a product or service. Learn what methods marketers use to take advantage of this process.

3. What is Customer Satisfaction? - Definition & Examples

Customer satisfaction is essential for business success in today's marketplace. In this lesson, you'll learn what customer satisfaction is and be provided some examples. A short quiz follows the lesson.

4. Methods for Measuring Customer Satisfaction

Customers are the bread and butter of any business. This is why businesses need to make sure they are measuring customer satisfaction. This lesson will discuss methods for measuring customer satisfaction.

5. Relationship Between Customer Service & Satisfaction: Levels & Examples

In this lesson, we'll talk about the link between customer service and customer satisfaction. We'll see that how a business handles its customer service directly impacts the satisfaction of its customers.

Chapter Practice Exam

Test your knowledge of this chapter with a 30 question practice chapter exam.

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Practice Final Exam

Test your knowledge of the entire course with a 50 question practice final exam.

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Description

Summary:

Visit the NES Business Education (309): Practice & Study Guide page to learn more.

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