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C USTOMER S ATISFACTION. 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. - PowerPoint PPT Presentation
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CUSTOMER SATISFACTION
STANDUPS:Amarjit Singh
Garvit SrivastavaJaskaran SinghKashish Gupta
Tulika SinghVarun Sharma
2
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?
3
Internal External
Customer?Outside the
Organization like People who
influence Purchase
Inside the Organization like
Employees
4
What is Customer Satisfaction?
5
To the Customer?
Delivering Excellence The Delight Element
Meeting the Promise of Being Heard
6
To the Producer?
A Promise of Growth SustainabilityGenerous Profits
7
What all can you do to provide
Satisfaction – as a Producer?
8
Performance• Fitness for use• Product/ service is ready for use.• Availability• Reliability• Maintainability
Features• Secondary character• Extra facilities
Let’s Have a Look!
9
Let’s Have a Look!Warranty• 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
Price• Customer is ready to give high price
towards Quality.• Expects to get good product in lower
price.• Customer’s perception of value
keeps changing.
1010
Let’s Have a Look!Services• Provide the service at right time, even if
the customers don’t complaint.
Reputation• Customer wills to buy product from
a known company.• Reputation brings market to the Org.• So org should strive for customer for
life.
11
So you are trying to say that
Dissatisfaction is Injurious to Health?
12
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)
13
Still think it doesn’t matter?Well, think again.
14
What can cause Low Customer
Satisfaction?
15
LOW CUSTOMER
SATISFACTION
POOR SUPPORT
LOW QUALITY PRODUCT HIGH PRICING
Cost of Materials
Ineffective Marketing
IncompetentEmployees
Bad Design
Poor Materials
Wrong Answers
Long Hold Times
Fee Structure
16
How do I know my Satisfied Consumers?:|
17
“What is the shortest word in the English language that contains the letters: abcdef?
Answer: FeedbackDon't forget that feedback is one of the essential elements of good
communication.”
UsingFeedbacks
18
But why Feedbacks?
To get in various ideas!
To know what they think of you.
To get a scope of improvement…
To see if your direction is right
19
And how do we exactly go about it?
20
Comment cards
Customer Questionnaire
Focus groups
Use the Tools! Toll free telephone
numbers
Customer visit
Internet- Bulletin Boards.
Employee feedback.
These are some of the conventional ways.
It depends on one’s creativity to device betterand more efficient methods of collecting responses.
21
Evaluating the Response!Measure
Sort
ConsiderPlan
Implement
22
Customer Loyalty Grid!2. Zone of Satisfactio
n
3. Zone of Delight
1. Zone of Indifferenc
e
4. Zone of Loyalty
Expected Un - Expected
Stated
Unstated
23
Key points to Develop Customer Loyalty!
Reliability
Keeping your promise, doing what you said you will do. Doing things
right the first time.
Assurance Making the customer feel safe in
their dealings with you, being thoroughly professional and
ethical.
Tang
ible
s:Ho
w th
e pr
oduc
t/se
rvic
e lo
oks t
o th
e cl
ient
,th
e ap
pear
ance
of p
erso
nnel
and
eq
uipm
ent,
etc.
Assurance Making the customer feel safe in
their dealings with you, being thoroughly professional and ethical.
Tangibles:How the product/service looks to
the client,the appearance of personnel and
equipment, etc.
Empa
thy:
The
degr
ee to
whi
ch th
e or
gani
zatio
n an
d se
rvic
e pe
rson
nel u
nder
stan
d th
e in
divi
dual
clie
nt
Tangibles:How the product/service looks to the
client,the appearance of personnel and
equipment, etc.
Empathy:
The degree to which the organization and service personnel understand the
individual client
Resp
onsiv
enes
s:
The
avai
labi
lity,
acce
ssib
ility
and
tim
elin
ess o
f th
e se
rvic
e. T
he a
bilit
y to
resp
ond
to
enqu
iries
and
com
plai
nts i
n a
timel
y fa
shio
n.
Empathy:
The degree to which the organization and service personnel understand
the individual client
Responsiveness:
The availability, accessibility and timeliness of the service. The ability to respond to
enquiries and complaints in a timely fashion.
Relia
bilit
y:
Keep
ing
your
pro
mise
, doi
ng w
hat y
ou
said
you
will
do.
Doi
ng th
ings
righ
t th
e fir
st ti
me.
Responsiveness:
The availability, accessibility and timeliness of the service. The
ability to respond to enquiries and complaints in a timely fashion.
Reliability:
Keeping your promise, doing what you said you will do. Doing things right the first time.
Assu
ranc
e:
Mak
ing
the
cust
omer
feel
safe
in th
eir
deal
ings
with
you
, bei
ng th
orou
ghly
pr
ofes
siona
l and
eth
ical
.
24
THANK YOU