Exceeding Customer’s Expectations with a Profit
Customer satisfaction is key to long term profitability & keeping the customer happy is everybody’s business.
<ul><li>If a customer feels they have received value from your products and/or services, and have been treated fairly, hon...
<ul><li>Studies have shown a direct correlation to customer satisfaction and  profitability . </li></ul>
<ul><li>We need to find that  balance . </li></ul>
<ul><li>The best companies are successful because they make customer satisfaction, at a profit, their top priority. </li><...
<ul><li>The best companies have found a balance to the approach.  No one secret, a whole host of things. </li></ul>
<ul><li>Less wasted motion, they know what their customers want </li></ul><ul><li>They get a price advantage </li></ul><ul...
<ul><li>Sometimes we cut the muscle instead of the fat </li></ul><ul><li>We make it difficult for the customer to do busin...
<ul><li>How important, in your opinion, is the role of customer satisfaction in your company’s success? </li></ul><ul><li>...
<ul><li>They set themselves “impossibly high” standards. </li></ul><ul><li>They’re obsessive about knowing, even better th...
They’re Interrelated Be obsessive about knowing customers Create &  manage expectations Set Impossible standards Make sati...
<ul><li>Corporate Values—an organization’s beliefs, norms, thoughts, and strategies, its overall culture or design for liv...
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Exceeding customers expectations with a profit

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HOW WE MAKE OUR CLIENTS HAPPY...

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Exceeding customers expectations with a profit

  1. 1. Exceeding Customer’s Expectations with a Profit
  2. 2. Customer satisfaction is key to long term profitability & keeping the customer happy is everybody’s business.
  3. 3. <ul><li>If a customer feels they have received value from your products and/or services, and have been treated fairly, honestly, and with respect, they will stay loyal to you for a long time. </li></ul>
  4. 4. <ul><li>Studies have shown a direct correlation to customer satisfaction and profitability . </li></ul>
  5. 5. <ul><li>We need to find that balance . </li></ul>
  6. 6. <ul><li>The best companies are successful because they make customer satisfaction, at a profit, their top priority. </li></ul>
  7. 7. <ul><li>The best companies have found a balance to the approach. No one secret, a whole host of things. </li></ul>
  8. 8. <ul><li>Less wasted motion, they know what their customers want </li></ul><ul><li>They get a price advantage </li></ul><ul><li>The customer comes back more often </li></ul><ul><li>Transaction costs are less </li></ul><ul><li>Communication costs are less </li></ul>Long-term Orientation
  9. 9. <ul><li>Sometimes we cut the muscle instead of the fat </li></ul><ul><li>We make it difficult for the customer to do business with us </li></ul><ul><li>Our product and services become known as inferior </li></ul>Short-term Orientation
  10. 10. <ul><li>How important, in your opinion, is the role of customer satisfaction in your company’s success? </li></ul><ul><li>What specific actions has your company taken to provide superior satisfaction? </li></ul><ul><li>Do you have any measurable results of these actions? </li></ul>Interview Focus
  11. 11. <ul><li>They set themselves “impossibly high” standards. </li></ul><ul><li>They’re obsessive about knowing, even better than the customers themselves, what the customers want. </li></ul><ul><li>They create and manage customers’ expectations. </li></ul><ul><li>They design their products or services to maximize customer satisfaction. </li></ul><ul><li>They put their money where their mouth is. </li></ul><ul><li>They make customer satisfaction everybody’s business. </li></ul>6 Key Characteristics of Companies Who Create Superior Customer Satisfaction
  12. 12. They’re Interrelated Be obsessive about knowing customers Create & manage expectations Set Impossible standards Make satisfaction everyone’s business Put your money where your mouth is Design products to maximize satisfaction
  13. 13. <ul><li>Corporate Values—an organization’s beliefs, norms, thoughts, and strategies, its overall culture or design for living and competing—are the major drivers behind product, sales activity, and after-sales related variables. If the firm truly believes in the need for maximizing customer satisfaction to ensure long-term success, then the product, sales activity, and after-sales elements will be synchronized, working together to deliver what the organization wants. </li></ul>

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