Preparing for the future customers satisfactions


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Sana29.09.2023
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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

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!
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