The Question is, "Are customer satisfaction and customer value interdependent, or mutually exclusive?" This question is not so black and white and is heavily determined by the way in which an individual views and defines both customer satisfaction and value. In my experience and new found knowledge I feel that customer satisfaction and value are both independent and exclusive, in a sense, they seem to fall into a grey area of present and future. Let me tell you what I mean...
In my reference of "present and Future" I was alluding to the fact that customer satisfaction is in direct correlation with the current needs and expectations that a customer may have, while customer value refers to the benefit and sacrifices that are necessary to obtain said benefits. So are they dependent? in a sense, yes, in a way that a product or service can meet both a customers expectations and needs, as well as, be of proper quality and price. However, this does not mean that they are not exclusive. When in different forms of market, customer value and satisfaction may be enemies in terms of growth.
Can you think of how customer value and satisfaction can be used in producers business plan rather than the consumers idea of price, quality, and need?
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