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    52 52 Presentation Transcript

    • The importance of customer satisfaction to your business
    • Customer focused organisation
    • End goal of customer focused strategies is the same: retention and repurchase = more sales!!! Creating Better Products or Services Offering compelling customer experience Building deeper customer relationships
      • Knowing what drives customer loyalty is important to your company’s financial health
      • Repeat customers and new customers from referrals  continuous revenue streams
      • Disloyal customers are expensive to replace
      • Attracting NEW customer is 4 x cost of retaining existing customer
      • 5% increase in customer retention  75% in aggregate lifetime profits from that customer
    • A customer satisfaction program
    •  
    • Customer Satisfaction Access to products & Services Emotional Factor Service Quality Price Product Quality
    • Ways to measure customer satisfaction
      • Believe customers possess good ideas
      • Gather customer feedback at every opportunity
      • bserving good and bad feedback
      • 4. Seek real time feedback
      • 5. Don’t spend vast sums of money
      • 6. Make it easy for customers to provide feedback
      • 7. Share feedback throughout the company
      • 8. Use feedback to make quick changes
    • In Summary “ You can’t move a mountain in a day, but you can make it easier to climb by clearing a path.”