3212148 customer-satisfaction

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3212148 customer-satisfaction

  1. 1. Consumers Satisfaction Paramjit sbarma
  2. 2. <ul><li>IT IS NO LONGER ENOUGH TO SATISFY </li></ul><ul><li>CUSTOMERS YOU MUST DELIGHT HIM </li></ul><ul><li>McDonold </li></ul><ul><li>23,500 Restaurants </li></ul><ul><li>109 countries </li></ul><ul><li>38million Customers Everyday </li></ul><ul><li>Serving Hamburger </li></ul>
  3. 3. <ul><li>McDonold </li></ul><ul><li>People Flocking System Not Hamburger </li></ul><ul><li>High Standard Of QSCV </li></ul><ul><li>Quality </li></ul><ul><li>Service </li></ul><ul><li>Cleanliness </li></ul><ul><li>Value </li></ul><ul><li>Works with Suppliers, Franchise Employees </li></ul><ul><li>for Giving Better Value To Customers </li></ul>
  4. 4. <ul><li>Scope </li></ul><ul><li>Customer satisfaction & Value </li></ul><ul><li>Having High Performance Business </li></ul><ul><li>Delivering Customer Value </li></ul><ul><li>Attracting & Retaining Customers </li></ul><ul><li>Adding Benefits </li></ul><ul><li>Implementing TQM </li></ul>
  5. 5. <ul><ul><ul><ul><ul><li>Customer satisfaction & Value </li></ul></ul></ul></ul></ul><ul><li>Customer Perceived Value </li></ul><ul><li>Customer Satisfaction </li></ul>
  6. 6. 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
  7. 7. Customer Satisfaction <ul><li>Satisfaction is a person’s feelings of pleasure or </li></ul><ul><li>disappointment resulting from comparing a product’s </li></ul><ul><li>perceived performance ( or outcome ) in relation to </li></ul><ul><li>his or her expectations </li></ul>
  8. 8. Customer Satisfaction Satisfaction is a fn of perceived performance & expectation <ul><li>If P is less than E than c is dissatisfied </li></ul><ul><li>If P is equal to E than C is Satisfied </li></ul><ul><li>If P is greater than E than C is delighted </li></ul>XEROX We shall never be 100% satisfied until you are too
  9. 9. <ul><li>Highly Satisfied Customers </li></ul><ul><li>Stays Buyer Longer </li></ul><ul><li>Buys More </li></ul><ul><li>Talks Favorably about Products </li></ul><ul><li>Offers Ideas </li></ul><ul><li>Costs Less than New Customer </li></ul>
  10. 10. Tools for measuring Customers satisfaction <ul><li>Complaints and suggestions systems </li></ul><ul><li>Customers satisfaction surveys </li></ul><ul><li>Ghost shopping </li></ul><ul><li>Lost customers analysis </li></ul>
  11. 11. <ul><li>High Performance Business </li></ul><ul><li>Stakeholders </li></ul><ul><li>Processes </li></ul><ul><li>Resources </li></ul><ul><li>Organisation & Corporate Culture </li></ul>Stakeholders Processes Resources Organisation
  12. 12. Delivering customer value And satisfaction <ul><li>Value chain </li></ul><ul><li>Value delivery network </li></ul>
  13. 13. 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
  14. 14. Value delivered network Milliken (fabrics) Levi’s (Apparel) Sears (Retail) DuPont (fibres) customer Levi Strauss’s value- Delivery network
  15. 15. Attracting and Retaining customers <ul><li>Attracting Customers </li></ul><ul><li>Computing cost of lost customers </li></ul><ul><li>Need for customers retention </li></ul><ul><li>Relationship marketing </li></ul>
  16. 16. Attracting Customers Customer Acquisition Lead Generation Lead Qualification Account Conversion Suspects Prospects Adv, Phone Exhibitions Interviewing Hot, cold, warm Presentations, negotiating
  17. 17. Disqualified prospects Inactive or Ex-customers Customer development Process suspects prospects 1 st time customers Repeat customers clients members Advocates partners
  18. 18. Three value Building approaches <ul><li>Adding financial benefits </li></ul><ul><li>Adding social benefits </li></ul><ul><li>Adding structural ties </li></ul>
  19. 19. Profitability & Quality concepts <ul><li>A profitable customer is a person,household or company </li></ul><ul><li>that over time yields a revenue stream that exceeds by an </li></ul><ul><li>acceptable amount the company’s cost stream of attracting, </li></ul><ul><li>selling and servicing that customer </li></ul><ul><ul><li>TQM is an organisational approach to continuously improving the </li></ul></ul><ul><li>quality Of all the processes, products and services </li></ul>
  20. 20. Customers & Their Expectations
  21. 21. Positive Expectations <ul><li>You have what they need </li></ul><ul><li>You will solve their problem </li></ul><ul><li>You will care </li></ul><ul><li>You will be professional </li></ul><ul><li>Your products & services are reliable </li></ul><ul><li>You are trustworthy </li></ul><ul><li>Business is valuable to you </li></ul><ul><li>Expect you to be cheerful </li></ul><ul><li>Your prices fair </li></ul><ul><li>You stand behind your products/services </li></ul>
  22. 22. Negative Expectations <ul><li>Your product is over priced </li></ul><ul><li>Your interest is to earn sale </li></ul><ul><li>You are grouchy </li></ul><ul><li>Their business is not important to you </li></ul><ul><li>You will be unskilled </li></ul><ul><li>You don’t care </li></ul><ul><li>You have no authority to handle </li></ul><ul><li>situation </li></ul><ul><li>Your product is poor in quality </li></ul>
  23. 23. <ul><li>You should accept sexual or racial harassment </li></ul><ul><li>You accept unruly behaviour of them </li></ul><ul><li>Accept dealing under Table </li></ul><ul><li>Spend unproductive time with them </li></ul><ul><li>They are always right </li></ul><ul><li>You accept physical threats </li></ul><ul><li>You are trained to take advantage of them </li></ul><ul><li>Cater to their every whim </li></ul><ul><li>More important than other customers </li></ul><ul><li>You are personally responsible for all </li></ul><ul><li>Their problems </li></ul>Unreasonable Expectations Unreasonable Expectations
  24. 24. NEEDS STORE POSITIVE NEGATIVE TRANSECT No TR. Returns In hurry
  25. 25. CUSTOMERS PERSONAL SITUATIONS <ul><li>AT ANY GIVEN TIME WE ARE ALL UNDER </li></ul><ul><li>SOME DEGREE OF STRESS </li></ul><ul><li>SOMETIMES STRESS IS +VE & PRODUCTIVE </li></ul><ul><li>OTHER TIMES IT IS –VE & DESTRUCTIVE </li></ul><ul><li>Personal situations may include troubles like </li></ul>- divorce -constrained relations -loss of someone close -loss of job -stress of job
  26. 26. Negative Set of <ul><li>NEEDS </li></ul><ul><li>SITUATIONS </li></ul><ul><li>CIRCUMSTANCES </li></ul><ul><li>PERSONALITY </li></ul><ul><li>PREDISPOSITION </li></ul>CREATES - VE Expectations - ve Expectations Combined with a -ve response Will create CONFLICT
  27. 27. Negative Set of <ul><li>NEEDS </li></ul><ul><li>SITUATIONS </li></ul><ul><li>CIRCUMSTANCES </li></ul><ul><li>PERSONALITY </li></ul><ul><li>PREDISPOSITION </li></ul>CREATES - VE Expectations Convert –ve Thoughts To Positive Thoughts Thru Customer Care
  28. 28. Dealing With Customers
  29. 29. 1 PUT YOURSELF IN YOUR CUSTOMER’S SHOES
  30. 30. 2 CUSTOMER IS THE BOSS
  31. 31. 3 CUSTOMER IS THE PROFIT ; EVERY THING ELSE IS OVERHEAD
  32. 32. 4 CUSTOMER IS PEOPLE: BUSINESS IS PEOPLE: PEOPLE ARE CUSTOMERS
  33. 33. 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.
  34. 34. 5 THE PURPOSE OF YOUR BUSINESS IS TO CREATE CUSTOMERS
  35. 35. 6 COMMUNICATE CONTINUOUSLY WITH YOUR CUSTOMERS
  36. 36. 7 SERVE YOUR TOP 100 CUSTOMERS THE BEST YOU CAN
  37. 37. Positive Expectations <ul><li>You have what they need </li></ul><ul><li>You will solve their problem </li></ul><ul><li>You will care </li></ul><ul><li>You will be professional </li></ul><ul><li>Your products & services are reliable </li></ul><ul><li>You are trustworthy </li></ul><ul><li>Business is valuable to you </li></ul><ul><li>Expect you to be cheerful </li></ul><ul><li>Your prices fair </li></ul><ul><li>You stand behind your products/services </li></ul>
  38. 38. Negative Expectations <ul><li>Your product is over priced </li></ul><ul><li>Your interest is to earn sale </li></ul><ul><li>You are grouchy </li></ul><ul><li>Their business is not important to you </li></ul><ul><li>You will be unskilled </li></ul><ul><li>You don’t care </li></ul><ul><li>You have no authority to handle </li></ul><ul><li>situation </li></ul><ul><li>Your product is poor in quality </li></ul>
  39. 39. NEEDS STORE POSITIVE NEGATIVE TRANSECT No TR. Returns In hurry
  40. 40. 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
  41. 41. 8 BECOME A CUSTOMER –ORIENTED BUSINESS
  42. 42. 9 DEVELOP CUSTOMER ORIENTED POLICIES AND PROCEDURES
  43. 43. 10 CUSTOMERS MUST BE GIVEN THE BEST POSSIBLE SERVICE
  44. 44. 11 CUSTOMERS WANT ANSWERS TO THEIR PROBLEMS THEY ARE NOT IMPRESSED WITH YOUR 3 C’S
  45. 45. 12 FIGHT..FIGHT…FIGHT.. FOR YOUR CUSTOMERS
  46. 46. 13 LISTEN, LISTEN, LISTEN….TO YOUR CUSTOMERS
  47. 47. Dealing with Dustomers from Hell
  48. 48. <ul><li>L </li></ul><ul><li>E </li></ul><ul><li>S </li></ul><ul><li>T </li></ul><ul><li>E </li></ul><ul><li>R </li></ul>ISTEN CHOING THE ISSUE YMPATHIZING HANKING VALUATING UR OPTIONS ESPONDING TO SITUATION
  49. 49. 14 EACH OF YOUR EMPLOYEES SHOULD VISIT YOUR CUSTOMERS
  50. 50. 15 KEEP ON CHECKING WITH YOUR CUSTOMERS ABOUT YOUR EMPLOYEES’ ATTITUDE
  51. 51. 16 SOLVE THE SMALL PROBLEMS OF YOUR CUSTOMERS TODAY
  52. 52. 17 DISSATISFIED CUSTOMERS ARE YOUR BEST TEACHERS
  53. 53. 18 LEARN THE ART OF KNOWING WHEN TO SAY NO TO YOUR CUSTOMERS
  54. 54. THANKS
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