Customer satisfaction, retention, and loyalty

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1. CUSTOMERSLAETY 2. IHE CUSTOMER MUST BE IHE ORGANIZATION S IOP PRIORIIY.IHRORGANIZATION rs SURVIVAL DEPENDS ON mr cusromrr. 3. if3 Cl. SEO Fit 3 fs are the most important customer.A reliable customer is one who buys repeatedly from the sameorganization Customers who are satisfied with the quality of their purchases from an organization become reliable customers. ,- o - o - - - o - - - u o - u u - o o o - - - o - - - u o - - u o o - u - o o o - .o o - - a o o - - u o - - - - o - n a n o o - u o o - u - o o - a - o .o n - o o - u o o n u a o o - .- o - - .. - o o - o o o .- - .- .- .o - - .o o - o o o .- a - u u -THEREFORE CUSTOMER SATISFACTION IS ESSENTIAL. it-510:":3 r sa; isi"c* cii on is ensured by producing high quality products.It must be renewed with every new purchase.This cannot be accomplished if quality,even though it is high,is static.Satisfaction implies continual improvement Continual improvement is the only way to keep customers satisfied and loyal 4. THE KEY E0 ESEABHSHING.I IS PUTTING EMPLOYEES IN TOUCH wmiCUSTOMERS AND EMPOWERING EHOSE EMPEOYEES E0 ACE AS N. ECESSARY E0 SAEISEY EHE CUSEOMERS. 5. _a uuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuu nu Product enhancements:By knowing your customer's operations,suppliers may be able to add attributes that will make theproduct even more attractive to the customer.Improved productivity:By knowing a customer'soperations,suppliers may be able to propose process modicationsthat improve productivity.Internal improvements:By knowing a customer'soperations,suppliers may learn facts that lead to internalimprovements in quality,productivity,and design in their ownorganization 6. CUSTOMER SATISFACTION PROCESSS DETERMINE WHO YOUR CUSTOMER IS. '3' DETERMINE WHAT ATTRIBUTES OE YOUR PRODUCT OR SERVICE ARE MOST IMPORTANT TO YOUR CUSTOMERS. 7. CUS'I'OI: /HER SATISL: /-. .CTRON IPRIOCIESSR3? ARRANGE THESE ATTRIBUTES IN THE ORDER OF IMPORTANCE INDICATED BY YOUR CUSTOMER. tit WORIC ON THOSE PROCESSES THAT HAVE THE HIGHEST IMPORTANCE BUT LOWEST CUSTOMER SATISFACTION RATINGS. tit MAINTAIN OPEN CONTINUAL COMMUNICATION ON WHAT IS BEING DONE. tit REVIEW ON A CONTINUAL BASIS.ADJUST AS NECESSARY. 8. .9 uuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuu --Another important measure of success is customer retention. To retain customers over the long term,organizations must turn them into partners and proactively seek their input rather than waiting for and reacting to feedback provided after a problem has occurred. - - uuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuu u 9. When evaluating the performance of an organization customers consider: PRODUCT CUIALITY PRICE PERCEPTIONS SERVICE TUIALITY GLOBAL PERCEPTIONS RELATIONSHIP CUIALITY LOYALTY BEHAVIORS IMAGE FINANCIAL OUTCOMES 10. In 1 art vi 7 U.:. - I I I II II I IIIEIIESIS APILADO BSBA IIAIRI{ETII*IG