Customer statisfaction презентация

Content
What do you mean client?
What does satisfaction mean?
What the concept of customer satisfaction implies?
Understanding customer perceived value.
Interpreting customer satisfaction.
Monitoring satisfaction.
Defining product and service quality.
Using customer relationship management.
Attracting and retaining customers.
Conclusion

Definition
Customer — a person (natural or legal) interested in the performance of work by the contractor, the provision of services to them or the purchase from the seller of any product (in a broad sense). Sometimes it is assumed ordering, but not necessarily.

Definition
Satisfaction – a satisfactory reply to a complaint, or a satisfactory solution to a problem

The concept of customer satisfaction.
The need to increase customer satisfaction:
Satisfied customers are the most loyal customers.
Remember that it is much cheaper to keep one existing customer than to attract one new one.
Satisfied customers support the desire to attract new customers because they give recommendations to friends and acquaintances.
Remember that customers are the best marketing tool. They have closer contact with potential customers than any seller.

Understanding customer perceived value
Customers are value maximizers
VS.
Choices and implications

Interpreting customer satisfaction
Satisfaction:
Person’s feelings of pleasure or disappointment
“Branded customer experience”

Monitoring satisfaction
Measure satisfaction:
Customer satisfaction as a marketing tool
Resolve customer complaints

Defining product and service quality
Customer-centered
Total quality: everyone’s job

Using customer relationship management
One-to-one marketing
Identify prospects
Differentiate
Interact with individual customers
Customize offers

Attracting and retaining customers
Reducing defection
ASK: Am I spending more trying to run after this lost customer than what he can actually contribute to my profits?
Retention dynamics

Conclusion:
Attract and retain
loyal and satisfied customers
by giving them value and
Quality choices and
building relationships.