CONSUMER SATISFACTION

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CUSTOMER SATISFACTION
STANDUPS:
Amarjit Singh
Garvit Srivastava
Jaskaran Singh
Kashish Gupta
Tulika Singh
Varun Sharma
Customer
 Important people in business.
 Not dependent on
organization - organization
depends.
 Not an interruption but
purpose of work.
 Doing a favor when they seek
business but not vice versa.
 Life blood of business.
 A part of business and not an
outsiders.
?
When we talk of an
organization at a
whole, who exactly is
a consumer?
2
Customer
?
Outside the
Organization like
People who
influence
Purchase
Inside the
Organization like
Employees
Internal
External
3
What is Customer Satisfaction
?
4
To the Customer
Delivering Excellence
?
Meeting the Promise of Being Heard
The Delight Element
5
To the Producer
A Promise of Growth
?
Generous Profits
Sustainability
6
What all can you do to provide
?
Satisfaction – as a Producer
7
Let’s Have a Look
!
Performance
Features
•
•
•
•
•
• Secondary character
• Extra facilities
Fitness for use
Product/ service is ready for use.
Availability
Reliability
Maintainability
8
Let’s Have a Look
!
Warranty
Price
• Represents a promise of quality
product.
• Force the org to focus on customer
needs.
• Forces the org to correct the action
system.
• It attracts and builds the market
• Customer is ready to give high
price towards Quality.
• Expects to get good product in
lower price.
• Customer’s perception of value
keeps changing.
9
Let’s Have a Look
!
Services
Reputation
• Provide the service at right time,
even if the customers don’t
complaint.
• Customer wills to buy product
from a known company.
• Reputation brings market to the
Org.
• So org should strive for customer
for life.
10
So you are trying to say that
Dissatisfaction is Injurious to Health
?
11
Facts with a Motive
!
96% of dissatisfied customers never complain to the
business, but 91% will not make return purchases
70-85% of dissatisfaction is due to customer service
not product; 68% of customers who stop buying do
so because they perceive an employee as
discourteous or indifferent
Dissatisfied customers on average tell 12 friends of
the poor service; satisfied people tell 5 friends (2:1
ratio)
12
Still think it doesn’t matter
?
Well, think again.
13
What can cause Low Customer
Satisfaction
?
14
LOW QUALITY PRODUCT
Poor
Materials
Bad Design
Incompetent
Employees
HIGH PRICING
Ineffective
Marketing
Cost of
Materials
LOW
CUSTOMER
SATISFACTION
Wrong Answers
Long Hold Times
Fee Structure
POOR SUPPORT
15
How do I know my Satisfied Consumers
?
:|
16
Using
Feedbacks
“What is the shortest word in the English language that contains the letters:
abcdef?
Answer: Feedback
Don't forget that feedback is one of the essential elements of good
communication.”
17
But why Feedbacks
?
To get in various ideas!
To see if your direction is right
To know what they think of you.
18
And how do we exactly go about it
19
?
Use the Tools
!
Toll free telephone
numbers
Comment cards
Customer visit
Customer
Questionnaire
Internet- Bulletin
Boards.
Focus groups
Employee feedback.
These are some of the conventional ways.
It depends on one’s creativity to device better
and more efficient methods of collecting responses.
20
Evaluating the Response
!
Measure
Implement
Plan
Sort
Consider
21
Customer Loyalty Grid
Expected
Un - Expected
Stated
2. Zone of
Satisfaction
3. Zone of
Delight
Unstated
1. Zone of
Indifference
4. Zone of
Loyalty
!
22
Key points to Develop Customer Loyalty
Tangibles:
Responsiveness:
Assurance:
Reliability:
Empathy: looks to
How the product/service
timeliness
and
accessibility
availability,
The
you of
in their
what
safe
doing
feel
promise,
yourcustomer
Keeping
Making the
the client,
to
to respond
The
the service.
and service
organization
theability
to which
The degree
right
thoroughly
things
being
Doing
you,
do.
with
will
you
dealings
said
and
personnel
of
appearance
the
client
individual
the
understand
personnel
enquiries and complaints in a timely
and
time.
professional
the first
etc.ethical.
equipment,
fashion.
Tangibles:
Empathy:
Responsiveness:
Assurance
Reliability:
How the product/service
looks to
Making
the
customer
feel
safe
in
The availability,
accessibility
andyou,
timeliness
of
client,
Theyour
degree
tothe
which
the
organization
their
dealings
with
being
Keeping
promise,
doing
what
you
said you
thethe
service.
The ability
to respond
appearance
of personnel
andto
and
service
personnel
understand
the
thoroughly
professional
and
will
do.
Doing
things
right
the first
time.
enquiries and complaints
in
a timely fashion.
equipment,
etc.
individual
client
ethical.
Responsiveness:
Tangibles:
Empathy:
Assurance
Reliability
How the product/service looks to the
The
Making
availability,
the customer
accessibility
feel safe
and
in
The degree to which
client,the organization
Keeping
their
timeliness
dealings
your promise,
ofwith
the service.
you,
doing
being
what
The
and
the appearance
service personnel
of personnel
understand
and
thoroughly
you
ability
saidtoyou
respond
professional
will do.
toDoing
enquiries
and things
ethical.
and
the
equipment,
individual etc.
client
complaints
right the
in first
a timely
time.fashion.
23
!
THANK YOU
24
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