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 ...
<ul><li>Knowing what drives customer loyalty is important to your company’s financial health </li></ul><ul><li>Repeat cust...
A customer satisfaction program
 
Customer  Satisfaction Access to products & Services Emotional Factor Service  Quality Price Product  Quality
Ways to  measure  customer satisfaction
<ul><li>Believe customers  possess good ideas </li></ul><ul><li>Gather customer feedback at every opportunity </li></ul><u...
In Summary “ You can’t move a mountain in a day, but you can make it easier to climb by clearing a path.”
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52

  1. 1. The importance of customer satisfaction to your business
  2. 2. Customer focused organisation
  3. 3. 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
  4. 4. <ul><li>Knowing what drives customer loyalty is important to your company’s financial health </li></ul><ul><li>Repeat customers and new customers from referrals  continuous revenue streams </li></ul><ul><li>Disloyal customers are expensive to replace </li></ul><ul><li>Attracting NEW customer is 4 x cost of retaining existing customer </li></ul><ul><li>5% increase in customer retention  75% in aggregate lifetime profits from that customer </li></ul>
  5. 5. A customer satisfaction program
  6. 7. Customer Satisfaction Access to products & Services Emotional Factor Service Quality Price Product Quality
  7. 8. Ways to measure customer satisfaction
  8. 9. <ul><li>Believe customers possess good ideas </li></ul><ul><li>Gather customer feedback at every opportunity </li></ul><ul><li>bserving good and bad feedback </li></ul><ul><li>4. Seek real time feedback </li></ul><ul><li>5. Don’t spend vast sums of money </li></ul><ul><li>6. Make it easy for customers to provide feedback </li></ul><ul><li>7. Share feedback throughout the company </li></ul><ul><li>8. Use feedback to make quick changes </li></ul>
  9. 10. In Summary “ You can’t move a mountain in a day, but you can make it easier to climb by clearing a path.”

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