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ITIL :: View topic - Difference between customer preferences and perceptions?
Posted: Tue Sep 25, 2012 1:01 am Post subject: Difference between customer preferences and perceptions?
Hi
I was confused by this even after clearing my ITIL foundation - what is the difference between customer preferences and customer perceptions, which are 2 of 3 aspects of value, in Service Strategy?
Joined: Mar 04, 2008 Posts: 1883 Location: Newcastle-under-Lyme
Posted: Tue Sep 25, 2012 1:31 am Post subject:
Someone wrote a piece on perception management in the ITSMF magazine a few years ago, but I don't know how to find that now.
I'm not clear where you are confused because the terms perception and preference seem quite clear. Can you give an example of where they seem confused? _________________ "Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
Umm..say we are talking about an e-commerce website. What will be examples of customer preference and customer perception? For e.g., I prefer free shipping and if the site delivers that, my perception is that the site has free shipping? How are the 2 different, in terms of value?
Joined: Mar 04, 2008 Posts: 1883 Location: Newcastle-under-Lyme
Posted: Tue Sep 25, 2012 8:02 pm Post subject:
Your example has nothing to do with IT service or ITIL. It is about commerce. I dare say we all have opinions but there is no reason why anyone on this site should have expertise in that area. _________________ "Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
Joined: Sep 16, 2006 Posts: 3117 Location: London, UK
Posted: Tue Sep 25, 2012 9:10 pm Post subject:
MBalmer
To be the beaarer of all truth here is the difference
The customer has a perceptions that the company underlying the eCommerce site is blood sucking, profit seeking, soul destroying organization which does not care whether their customers have food or clothing as long as they buy their products on line
The customer preference is to use a Credit card for purchases on the eCommerce site. The delivery method preference is via a preferred carrier such as DHL or UPS. The delivery location is my house
Any questions as to the difference ?
The perception has nothing to do with the preference and verse vica _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
Umm..say we are talking about an e-commerce website. What will be examples of customer preference and customer perception? For e.g., I prefer free shipping and if the site delivers that, my perception is that the site has free shipping? How are the 2 different, in terms of value?
Well, I'll try to help you here.
Let us say the e-commerce website is known to be expensive in their deliveries but very safe, and always in time as another e-commerce is know to be cheap, late on delivery and generally bad service.
<-Perceptions
Now these 2 e-commerce websites offer free shipping... Preference
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