3212148 customer-satisfaction
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3212148 customer-satisfaction

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3212148 customer-satisfaction 3212148 customer-satisfaction Presentation Transcript

  • Consumers Satisfaction Paramjit sbarma
    • IT IS NO LONGER ENOUGH TO SATISFY
    • CUSTOMERS YOU MUST DELIGHT HIM
    • McDonold
    • 23,500 Restaurants
    • 109 countries
    • 38million Customers Everyday
    • Serving Hamburger
    • McDonold
    • People Flocking System Not Hamburger
    • High Standard Of QSCV
    • Quality
    • Service
    • Cleanliness
    • Value
    • Works with Suppliers, Franchise Employees
    • for Giving Better Value To Customers
    • Scope
    • Customer satisfaction & Value
    • Having High Performance Business
    • Delivering Customer Value
    • Attracting & Retaining Customers
    • Adding Benefits
    • Implementing TQM
            • Customer satisfaction & Value
    • Customer Perceived Value
    • Customer Satisfaction
  • Customer Delivered Value Total Customer value Total Customer Cost Product value Service Value Personal value Image value Monetary cost Time cost Energy cost Psychic cost
  • Customer Satisfaction
    • Satisfaction is a person’s feelings of pleasure or
    • disappointment resulting from comparing a product’s
    • perceived performance ( or outcome ) in relation to
    • his or her expectations
  • Customer Satisfaction Satisfaction is a fn of perceived performance & expectation
    • If P is less than E than c is dissatisfied
    • If P is equal to E than C is Satisfied
    • If P is greater than E than C is delighted
    XEROX We shall never be 100% satisfied until you are too
    • Highly Satisfied Customers
    • Stays Buyer Longer
    • Buys More
    • Talks Favorably about Products
    • Offers Ideas
    • Costs Less than New Customer
  • Tools for measuring Customers satisfaction
    • Complaints and suggestions systems
    • Customers satisfaction surveys
    • Ghost shopping
    • Lost customers analysis
    • High Performance Business
    • Stakeholders
    • Processes
    • Resources
    • Organisation & Corporate Culture
    Stakeholders Processes Resources Organisation
  • Delivering customer value And satisfaction
    • Value chain
    • Value delivery network
  • Firm infrastructure Human resource management Technology development procurement Inbound logistics operations Outbound logistics Markg And sales service Margin margi n Primary activities Support activities Value chain
  • Value delivered network Milliken (fabrics) Levi’s (Apparel) Sears (Retail) DuPont (fibres) customer Levi Strauss’s value- Delivery network
  • Attracting and Retaining customers
    • Attracting Customers
    • Computing cost of lost customers
    • Need for customers retention
    • Relationship marketing
  • Attracting Customers Customer Acquisition Lead Generation Lead Qualification Account Conversion Suspects Prospects Adv, Phone Exhibitions Interviewing Hot, cold, warm Presentations, negotiating
  • Disqualified prospects Inactive or Ex-customers Customer development Process suspects prospects 1 st time customers Repeat customers clients members Advocates partners
  • Three value Building approaches
    • Adding financial benefits
    • Adding social benefits
    • Adding structural ties
  • Profitability & Quality concepts
    • A profitable customer is a person,household or company
    • that over time yields a revenue stream that exceeds by an
    • acceptable amount the company’s cost stream of attracting,
    • selling and servicing that customer
      • TQM is an organisational approach to continuously improving the
    • quality Of all the processes, products and services
  • Customers & Their Expectations
  • Positive Expectations
    • You have what they need
    • You will solve their problem
    • You will care
    • You will be professional
    • Your products & services are reliable
    • You are trustworthy
    • Business is valuable to you
    • Expect you to be cheerful
    • Your prices fair
    • You stand behind your products/services
  • Negative Expectations
    • Your product is over priced
    • Your interest is to earn sale
    • You are grouchy
    • Their business is not important to you
    • You will be unskilled
    • You don’t care
    • You have no authority to handle
    • situation
    • Your product is poor in quality
    • You should accept sexual or racial harassment
    • You accept unruly behaviour of them
    • Accept dealing under Table
    • Spend unproductive time with them
    • They are always right
    • You accept physical threats
    • You are trained to take advantage of them
    • Cater to their every whim
    • More important than other customers
    • You are personally responsible for all
    • Their problems
    Unreasonable Expectations Unreasonable Expectations
  • NEEDS STORE POSITIVE NEGATIVE TRANSECT No TR. Returns In hurry
  • CUSTOMERS PERSONAL SITUATIONS
    • AT ANY GIVEN TIME WE ARE ALL UNDER
    • SOME DEGREE OF STRESS
    • SOMETIMES STRESS IS +VE & PRODUCTIVE
    • OTHER TIMES IT IS –VE & DESTRUCTIVE
    • Personal situations may include troubles like
    - divorce -constrained relations -loss of someone close -loss of job -stress of job
  • Negative Set of
    • NEEDS
    • SITUATIONS
    • CIRCUMSTANCES
    • PERSONALITY
    • PREDISPOSITION
    CREATES - VE Expectations - ve Expectations Combined with a -ve response Will create CONFLICT
  • Negative Set of
    • NEEDS
    • SITUATIONS
    • CIRCUMSTANCES
    • PERSONALITY
    • PREDISPOSITION
    CREATES - VE Expectations Convert –ve Thoughts To Positive Thoughts Thru Customer Care
  • Dealing With Customers
  • 1 PUT YOURSELF IN YOUR CUSTOMER’S SHOES
  • 2 CUSTOMER IS THE BOSS
  • 3 CUSTOMER IS THE PROFIT ; EVERY THING ELSE IS OVERHEAD
  • 4 CUSTOMER IS PEOPLE: BUSINESS IS PEOPLE: PEOPLE ARE CUSTOMERS
  • RETAIL OUTLETS Department stores Market outlets Neighborhood stores Specialty shops Hotels Restaurants Agrimarket Auto dealership Service stations Other services 61 537 31 18 47 200 150 42 126 4 1840 2220 20 39 319 218 945 552 394 5 Sales EM NO.
  • 5 THE PURPOSE OF YOUR BUSINESS IS TO CREATE CUSTOMERS
  • 6 COMMUNICATE CONTINUOUSLY WITH YOUR CUSTOMERS
  • 7 SERVE YOUR TOP 100 CUSTOMERS THE BEST YOU CAN
  • Positive Expectations
    • You have what they need
    • You will solve their problem
    • You will care
    • You will be professional
    • Your products & services are reliable
    • You are trustworthy
    • Business is valuable to you
    • Expect you to be cheerful
    • Your prices fair
    • You stand behind your products/services
  • Negative Expectations
    • Your product is over priced
    • Your interest is to earn sale
    • You are grouchy
    • Their business is not important to you
    • You will be unskilled
    • You don’t care
    • You have no authority to handle
    • situation
    • Your product is poor in quality
  • NEEDS STORE POSITIVE NEGATIVE TRANSECT No TR. Returns In hurry
  • TOP GLOBAL RETAILERS 8249 ITALY COOP ITALIA 68 13259 US McDonald 40 40357 US METRO AG 4 41071 US SEARS 3 45352 US KROGER 2 165,013 US Wal-Mart 1 Sales(MILd) Country RETAILER Sr.No
  • 8 BECOME A CUSTOMER –ORIENTED BUSINESS
  • 9 DEVELOP CUSTOMER ORIENTED POLICIES AND PROCEDURES
  • 10 CUSTOMERS MUST BE GIVEN THE BEST POSSIBLE SERVICE
  • 11 CUSTOMERS WANT ANSWERS TO THEIR PROBLEMS THEY ARE NOT IMPRESSED WITH YOUR 3 C’S
  • 12 FIGHT..FIGHT…FIGHT.. FOR YOUR CUSTOMERS
  • 13 LISTEN, LISTEN, LISTEN….TO YOUR CUSTOMERS
  • Dealing with Dustomers from Hell
    • L
    • E
    • S
    • T
    • E
    • R
    ISTEN CHOING THE ISSUE YMPATHIZING HANKING VALUATING UR OPTIONS ESPONDING TO SITUATION
  • 14 EACH OF YOUR EMPLOYEES SHOULD VISIT YOUR CUSTOMERS
  • 15 KEEP ON CHECKING WITH YOUR CUSTOMERS ABOUT YOUR EMPLOYEES’ ATTITUDE
  • 16 SOLVE THE SMALL PROBLEMS OF YOUR CUSTOMERS TODAY
  • 17 DISSATISFIED CUSTOMERS ARE YOUR BEST TEACHERS
  • 18 LEARN THE ART OF KNOWING WHEN TO SAY NO TO YOUR CUSTOMERS
  • THANKS