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You are absolutely right but the point to understand is customer satisfaction and loyalty is a fluid thing and need to adopt advanced option in order to have it less volatile which is Customer engagement.
I have a post on it and have a look having answers in detail about your query.
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True, since organic Entrepreneurs work on the basics like understanding their customer and adding value to their lives via the products/services they introduce they are, by default more consumer centric.
yes offcourse specially in our current compilation case and that required on ISO
I think that the issue of customer satisfaction refers primiraly to the powerful of competitive strategy placed by the firm's excutives. Certainly, empowered customers are disrupting every industry; otherwise competitive barriers like manufacturing strength,
distribution power, and information mastery no longer create competitive advantage.
However, the era of globalization intiates new age of the customer, wherin the only sustainable competitive advantage is knowledge of and engagement with customers.
So from my view, the successful companies will be customer-obsessed, for example Amazon.com, Macy’s, and salesforce.com.
Executives who lead customer-obsessed enterprises must pull budget dollars from areas that traditionally created dominance — brand advertising, distribution lockup, mergers for scale, and supplier relationships
and invest in four priority areas:
1) real-time actionable data sharing;
2) contextualized customer
experiences across touchpoints;
3) sales efforts tied to buyers’ processes;
and4) content-led marketing and
customer interactions.
Those who master the flow of relevant data and improve frontline customer staff will have the edge.
Research has identified a core set of attributes and actions of successful customer service organizations within the market economy. Regardless of whether these organizations provide goods or services, they recognize that satisfied customers are the key to their success. They focus on achieving percent customer satisfaction and embed this priority throughout the organization from top to bottom with a solid
framework of policies, practices and information. Achieving high levels of customer satisfaction requires that organizations continually monitor and examine the experiences, opinions, and suggestions of their customers and people who are potential customers. Improving service quality to meet customers’ standards is an ongoing part of doing business. In this way, customers drive the market and the organization.
At the same time that organizations act to attract and satisfy customers, the customers themselves exercise ultimate influence. Their satisfaction depends on both their expectations and their treatment. Through their choices, customers decide which organizations survive and thrive, determine what goods and services are available, and shape how they are provided. In addition to using their purchasing power,
informed consumers can shape the marketplace by communicating their preferences and standards to organizations that are poised to listen and respond.
Customer satisfaction reached to corporate level of strategy because to achieve high level satisfaction required continues monitoring and frequent update on feedback, to do so in business it required the strategy to be on corporate level from corporate management or top management of the organizations.
Once a customer is satisfied and happy, expect that in no time your good service will be broadcast all-over and recommendation, a referral will come along.
Six reasons why customer satisfaction is so important:
The saying "Customers always right" is not made for nothing. They are the end-users who define the quality, importance, advantage and everything about the product or service which will greatly feflect on the company. Customers nowadays are intelligent beings and we live in a digital world wherein if one customer is not satisfied with quality or with the service, instead of making a long complaints to the management and will take much time and effort, he could simply tap and post comments regarding the product and the service, and that would go a long way and might ruin the reputation of the product and the company.
In addition to the answers I would like to add that nowadays customer satisfaction is becoming more essential because of huge competitions. If you do not satisfy your customer, it is easy for him/her to find another provider !
Thank You
we are living in a world of competition and thus maintaining a healthy relation with our customers and making them satisfied with our service is an important factor for a successful entrepreneur.
We may do Customer satisfaction surveys, Feedback collections, Post sales support etc as a corporate strategy towards customer satisfacion. All these can help out to Customer retention and growth of the company by positive word of mouth from the key customers
