Presentation dcc customer Satisfaction

Customers need it to “work”

Customers need it to “work”

A product has 5 characteristics or potentials:
1: Design
2: Performance
3: Reliability
4: Maintainability
5: Delivery
Each can satisfy or frustrate a customer
Check that your product/service does the job!
Customer satisfaction
Communication
Innovation
Benefits and Solutions
People
Customer is King
Quality
Communication
Innovation
Market Place
Does it work?
Value

Market place

Market place

Customers form a market that needs to be understood
Fact finding Research
Product demand Forecasting
Anticipate change Development of product
Stimulate demand Evaluate
How much? Budgeting
What Price? Pricing Policy
Selling goods Sales management
Persuasive communication Advertising
Identify priorities and concentrate on perceived weaknesses
Customer satisfaction
Communication
Innovation
Benefits and Solutions
People
Customer is King
Quality
Communication
Innovation
Market Place
Does it work?
Value

Customers want Innovation

Customers want Innovation

• Making some products at lower prices
• Making new and better products
• Creating and satisfying a new customer need
• Finding new uses for old products

Customer satisfaction
Communication
Innovation
Benefits and Solutions
People
Customer is King
Quality
Communication
Innovation
Market Place
Does it work?
Value

Customers need Communication

Customers need Communication

• The actual performance of a product is its most powerful communication
• Word of mouth from users is key
• The advert or launch is a promise, the product delivers it
• Promise must have consistency with actual delivery

Interesting, right?

This is just a sneak preview of the full presentation. We hope you like it! To see the rest of it, just click here to view it in full on PowerShow.com. Then, if you’d like, you can also log in to PowerShow.com to download the entire presentation for free.