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A customer who is delighted with the products or services we deliver can be called Satisfied customer. Just meeting the customers needs will not make customer satisfied!! An extra mile always helps!
Measuring can be through the customer ratings and customer satisfaction surveys. Specially focus on customer breakaway analysis and specific customer comments.
Maintaining customer satisfaction is always a challenge - as customer expectations keep increasing with time. We need to keep tab on whats happening in the market, how best we can deliver over our competitors and what best services you can provide to customer. Even a small thing which is more than expected will make customers happy!!
A satisfied customer is the customer with repeated purchases from you and the one who recommend you to prospects who became your customers.
In ordinary business, the frequency of a customer coming back for business shows the degree of his satisfaction. The only way to maintain customers satisfaction is through providing him with something extra which your competitors lack.t
Define a satisfied customer? how can we measure customer satisfaction? How can we maintain customer satisfaction?
Dear Amer, bear with me for the delayed response. first of let me wish you a happy new year .
Customer satisfaction is a term frequently used in marketing. It is a measure of how products and services supplied by a company meet or surpass customer expectation.
Satisfied customer
Consumers compare their perceptions of product performance with a set of standards. Confirmation results when the perceived performance matches standards, whereas disconfirmation results from a mismatch. Confirmation and disconfirmation are expected to determine consumer satisfaction or dissatisfaction.
When the services or products of a company meets or equals the expectations of a customer then it is said that such a customer is satisfied. When customer’s expectations are exceeded then it is said that the customer is delighted
There is a lot of emphasis these days on creating satisfied customers. But is having satisfied customers enough? Having satisfied customers is not always enough. Certainly the first step in a vendor - customer relationship is working hard to keep customers satisfied. If your customers aren't satisfied with the level of service you deliver, you can rest assured that there will be a high level of turnover within your customer base.
How to maintain satisfied customers to benefit from their loyalty and the life time value
An important transformation needs to take place in the way businesses view their relationships with customers. The transformation involves moving customers from being satisfied to being loyal. It's important to keep in mind the fact that a satisfied customer isn't necessarily a loyal customer. Moving a customer from satisfied to loyal requires hard work, constant attention to the customer and diligence in delivering outstanding service consistently.
Here are some things to keep in mind when attempting to build customer loyalty:
Let customers know that you are interested in them as a long-term customer. This implies that your people are very much geared to being problem solvers for the customers. They must understand that their jobs exist to solve customers' problems and to assist the customer on demand.
Think in terms of developing relationships with the customer. This doesn't mean a vendor - customer relationship. This means attempting to cultivate as many personal relationships as possible within the customer's organization. While this is often disputed, we firmly subscribe to the notion that people buy from people they like. And they buy from people they can trust. Perhaps the key differentiating variable in the business world today is people. The quality of people you put in front of your customers will clearly help separate you from your competition. Your sales force must have very high expectations established for them in terms of relationship development.
Make every attempt to differentiate your product or service from the competition. Try to stay out in front in making your product or service more functional or beneficial to the customer. The essential ingredient here is value. Does the customer perceive that your product or service is worth more to them than your competitors' products or services?
Serve the customer at extremely high levels. This means that your processes must be efficient, your people who have any interaction with customers must be highly trained in customer service skills and you must establish a culture with high expectations for serving the customers at very high levels. Nothing short of outstanding customer service can be expected with no exceptions granted.
Think long-term. Your business needs to establish a stable customer base. Companies that have a short-term mentality rarely, if ever, build much customer loyalty. Don't go for the quick sale just to generate revenue. Build a strong relationship with the customer and sales will follow.
Allow customers to provide you feedback easily and whenever they feel they need to do it. Encourage your customers to contact you with ideas, problems, concerns or with a pat on the back that can be passed on to employees for a job well done.
Create an environment of high accountability, high performance, high morale and high productivity. Happy and productive employees will do a lot to build customer loyalty.
In summary, customer loyalty can be accomplished. But it does take hard work and constant management attention. Your sales force is an integral part of building customer loyalty. They need to fully understand their roles in building strong, long-term relationships with the customer.
How to measure customer satisfaction
One of the many ways of measuring customer satisfaction is to compute a Customer Satisfaction Index (CSI) based on customer’s ratings of their satisfaction. A CSI can be derived from a six point scale that ranges from “very dissatisfied” to “very satisfied”.
Evaluation of a customer satisfaction index is also an important issue. A wide view evaluation may reveal the most strategic information to the firm about its customer port folio. In such an evaluation, for example “somewhat satisfied” or “somewhat dissatisfied” customer segments will be considered as vulnerable to competitor attacks. dissatisfied” and “very dissatisfied” customer segments should be further investigated to protect the company against a negative WOM and customer losses
A satisfied customer is who provide positive testimonial by their own and it is only possible when organization met their priorities.
Customer satisfaction can be measure by various online acativities such as filling feedback form and it should be a regular practce.
My prospective in sales is not anymore sell things and keep to come back and the normal sales cycle, Salesman is the first consultant to his customer.
If you achieve this level with your customers then you know he is happy and you are successful.
