Preparing for the future customers satisfactions

Preparing for the future customers satisfactions
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.

Thank you for your
attention!