Essay On Customer Satisfaction

Customer Satisfaction And Service Delivery Essay
1)Customers
The financial markets cover a wide range of different functions, products and serve a wide range of
different clients and customers. These different financial institutions have different customer groups
(e.g. industry large and small, individuals, the public sector and NGOs) and therefore have different
levels of influence over them.
The customers or consumers is one of the main financial market participant to which LFI's executive
officers and directors owe their duty of care too.
A well satisfied customer is a good customer.
Customer Satisfaction
Customer satisfaction has been proven to be a crucial and valued outcome of good marketing
practice. One principle determination of a business is to enhance satisfied customers.
The licensed financial institution understands in order to thrive, both product and service delivery
must be sufficiently aligned with customer expectations: achieving customer satisfaction and loyalty
is essential for long–term survival. It 's critical to form a close working relationship with client that
is why customer service is of vital importance.
Clients/customers should feel valued, wanted and loved. It 's also about a relationship with people
who are an essential part of everything we do.
An institutions future profitability depends on satisfying customers in the present – retained
customers should be viewed as revenue producing assets for the firm. Empirical studies have found
evidence that improved customer satisfaction
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Customer Satisfaction And Service Quality Essay
RESEARCH QUESTION AND AIMS
2.1 RESEARCH QUESTION
Customer satisfaction and service quality are the two important components that direct anyone's
attention in every concept related to marketing, services, etc. (Spreng and Mackoy, 2006). In today's
competitive era, the success lies in delivering quality services related to the industry which further
leads to rise in the level of satisfaction (Shemwell, Yavas and Bilgin, 2012). Therefore, service
quality and customer satisfaction are the most important topic for research in today's era so that
every organisation in the market retains and satisfies their customers via an improvement of service
quality (Gilbert and Veloutsou, 2006). So, the research question is explained below:
What is the relationship between customer satisfaction and service quality with reference to
Stamford Plaza, Auckland?
2.2 OBJECTIVES
The objectives of the research question are as follows:
To examine the service quality dimensions that perceived by the customers.
To investigate the characteristics of the relationship between the customer satisfaction and the
service quality.
3 LITERATURE REVIEW
3.1 Service Quality
Parasuraman, Zeithaml and Berry (1985) expressed service quality as the result of evaluation
between expectation of the services and what is perceived as an outcome to be received by the
customer. According to one of the marketing study which emphasise on service quality in
accommodation sector and further divided into two kinds i.e.

1.5
Process of ensuring customer satisfaction with a product or service comes in main goals of every
company. Customer service takes place while performing a transaction for the customer or returning
an item but it counts that how every customer is treated. Customer service can take the form of an
in–person interaction, a phone call, self–service systems, or by other means. Value of money means
customer satisfaction which they paid to buy a product. Walmart customer satisfaction meansgood
quality, good value, and good service to customers. Walmart complaint process very easy customers
can direct compliant the by calls or emails if they find something wrong. 1.6
Change management provides a competitive advantage, allowing organizations to quickly and
effectively implement change to meet market needs. Walmart review their standard by customer's
feedbacks, online survey and written feedbacks from customer.
Task 2
2.1 Sometimes companies fail as they want to apply same rules in every country. Same with walmart
as they enter Russia they started with same rules. Reviewing Written Correspondence:– Letters,
emails and live chat records can provide important information about how your team members are
handling customers. Employees know that their interactions could be monitored prior to doing so
they do well in their jobs and will ensure a better attitude from your staff about the process.
Monitoring Phone Calls:– in every business phone contact is important to solve

Customer Service Essay examples
Companies are misguided nowadays by the notion that customers depend on them, when the truth of
the matter is that companies are dependent on those customers. Customer satisfaction and customer
loyalty is now essential for a business or company to survive. So what is the difference between
customer satisfaction and customer loyalty and how to companies and or business achieve this? Also
when you have difficult customers how do you achieve customer satisfaction?
It's essential that companies or businesses today listen to their customers. No company or business
today can afford to disregard the importance of customer satisfaction and loyalty. Aren't they the
same thing? No, they are absolutely not and they are enormously...show more content...
Customer loyalty is much harder to obtain that customer service satisfaction. The most important
first step is to satisfy the customer by meeting their expectations. Customers only give a company
one chance and if they aren't satisfied they will not do business with that company again, as well
as tell others of their experience. The next step would be to exceed the customer's expectations. If a
business goes above and beyond to assist the customer they begin to build loyalty. The next step is
to truly surprise the customer. In order to dominate the marketplace the company must find a way to
make them selves stand out with their product or service, accompanied with phenomenal customer
service. Once this has been done customer satisfaction and loyalty will be gained. "Acquiring a new
customer can cost four or five times more than keeping a current customer" (Bestmark, 2013). So it's
essential to keep the current customer's happy and coming back for more.
Some of the ways that businesses can build loyalty would be by offering loyalty programs,
Interacting with customers, surveys, creating institutional ties, and personalized marketing. Another
way to build loyalty is to treat your employees so well that they treat your customers well. If you
have happy employees they will treat your customers happy. "The link between satisfaction and
loyalty however is not proportional" (Kotler, Keller, 2009, p71), so businesses must

Tesco Customer Satisfaction
Research Title: Relationship between customer satisfaction and high level of service quality: Case
study of Tesco store. ABSTRACT Customer satisfaction is the prerequisite for making relationships.
Like any other service industry the retail industry is facing a rapidly changing market. Many
researchers found numerous strong evidences which show most of the departmental stores fail to
deliver customers' desired service. High level of service quality resulting in satisfied customers is the
key to sustainable competitive advantage. The purpose of this research is to examine the relationship
between the customer satisfaction and high level of service quality. In this study the relationship
between the customer satisfaction and high level of...show more content...
The complexity of operating in a rapidly changing global environment has overwhelmed many
organizations throughout the world (Kantaburta & Vimolratana, 2009). High level of service
quality resulting in satisfied customers is the key to sustainable competitive advantage (Ismail et al.,
2009). Satisfied customer is the asset for the organizations. When customers feel satisfied they
become loyal to the organization and come back again and again to the store. Dabholkar et al.,
(2006) says that retailers must bring differentiation among themselves by fulfilling the needs of their
customers than the competition Now the evaluation of the customer satisfaction of retail store has
emerged as a topic in need of research (Young, 2008). The relationship between the customer
satisfaction and the high level of service quality will be evaluated in the context of Tesco retail store
in this study. Customer satisfaction is the prerequisite for making relationships. When the full
expectation of a person is met then he or she will be satisfied. Satisfaction is the multi–dimensional
construct and when the product or service is consumed customer satisfaction is the feeling or
attitude to the product or service (Jham and Khan, 2008). Mittal

Service Excellence and Customer Satisfaction
Service excellence is when a customer leaves a business happy. Good service is when something is
done for you correctly in a timely, pleasant, hassle–free manner. Excellent customer service to me is
being attentive to the customer's needs, smile, and call other stores, being personable and upbeat,
going the extra mile, and ALWAYS asking thecustomer questions. Servicing customers. Like
helping. And interacting with the customers. Customer service means acknowledging the needs of
the customers their queries. As a manager in a restaurant I would practice service excellence by
going over and beyond. In my restaurant NO or I don't know will never be mentioned to customers.
I would treat the customer as if I would like to be treated. Treating each customer as an individual
and who has the sales person's undivided attention. Really listening to the customer and
understanding what might be behind the stated question for a product or service. Never reacting
negatively to any situation but rather taking it in stride. An angry customer has a reason for
feeling as they do and it's the sales person's job to find out why and turn it around. I work as a
night auditor at the "Holiday Inn Express" and I show service excellence every time I work. I
answers phones with manners and a perfect timing. When I greet guest, I make them feel as if they
want to come back. I make small talk and ask them how their stay here was? Of course I ask with a
smile. My customers comes back many times, I

Literature Review
Part One: Customer Satisfaction
2.1.1Introduction to Customer Satisfaction:
Customer Satisfaction is one of the main topics rises recently. Before years there was a revelation of
a customer service to concentrate on customer, to treat with him in a better way, to please and fulfill
his demands of the customer. In order to achieve that, researchers analyzed the customer population
then took random samples and after that generalized the results and came with procedures to treat
and please the customers. The first thing is spark in the satisfaction of the customer concept added to
the private sector, later applied to the other sectors.
Customer satisfaction represents a set of business processes touching on all aspects of...show more
content...
Cheefy defined it as ' the extent to which a customers' expectations of product quality, service
quality, and price are met.'
The reality of Customer Satisfaction is in the eyes of the beholder – the customer. And all about how
to meet the expectation of those customers and even exceeding those expectations.
According to Business Dictionary definition it is 'the degree of satisfaction provided by the good or
service of a company as measured by the number of repeat customers.'
Or it is "the number of customers or percentage of total customers, whose reported experience with
a firm, its products, or its services (ratings) exceeds specified satisfaction goals." (Paul W. and
others, 2010).
Customer satisfaction can be experienced in a variety of situations and connected to both goods and
services. It is a highly personal assessment that is greatly affected by customer expectations.
Satisfaction also is based on the customer's experience of both contacts with the organization and
personal outcomes.
Some researchers define a satisfied customer within the private sector as "one who receives
significant added value" to his/her bottom line–a definition that may apply just as well to public
services. (Cengiz,

Chapter II
REVIEW OF RELATED LITERATURE AND STUDIES
This chapter reviews related literature and studies which serve as a frame of reference for this study.
This includes articles and published books.
Review of Related Literature and Studies (FOREIGN)
Customer's Satisfaction Customer satisfaction as noted by Tahir, Waggett, and Hoffman (2013), a
"customer's perspective based on their expectation and then subsequent post purchase experience".
In other words, It is an evaluation of a product or service quality level in order to assess whether it
exceeds or fail to meet the customer's expectation. From the perspective of the students on a budget,
it is likely that a good majority would prefer to purchase food and dine in an establishment...show
more content...
Based on the findings of this study, the following conclusions were drawn: (1) Majority of the
canteens, managed by private individuals, were found to only have moderately adequate facilities
and equipment; (2) majority of the canteens were implementing self–service in food serving; and (3)
problems in canteen operation were the lack of personnel, lack of time in food preparation, source
of water supply and pupils' food

Customer Satisfaction : A Business
Establishing a business has become one of the most challenging matters for a business person. It
needs a lot of marketing strategies, effort, funds so forth to make it possible. Once it has been
funded it is necessary to have a better business image and reputation that customers are starting to
trust and look for more services that a company can offer. There is significant interest in customer
satisfaction because it is vital to a company, it is a measure of how products and services supplied by
a company meet or surpass customer's expectations. As the business competition has grown
enormously the need for loyal customers is imperative to a company; the main question is how to
maintain a positive business image in order to create a new set of clients to sustain and survive the
company for a long period. This essay will discuss the adversities that businesses are facing when
dealing with customer satisfaction. These mainly circle around the employee's pursuance to
maintain customer gratification, continue customer loyalty and how to cultivate a harmonious
relationship. It will then move on to examine the solutions to these problems.
It is clearly true that there are obstacles companies are facing when handling client gratification.
The first issue most businesses ought to deal with is how to successfully develop employee's
performance to perpetuate consumer satisfaction, which is essential for a company to succeed. It is
claimed that 'training employee 's is also a good way

Customer Satisfaction Essay
Table of contents Introduction....................................................................................................3 Key
concerns...................................................................................................3 Customer service role in
business...........................................................................4 Customer
satisfaction..........................................................................................5 IVR system and
feedback....................................................................................6
Analysis.........................................................................................................7
Conclusion....................................................................................................11
References.....................................................................................................12 Introduction E–Z RP is
a small company compared with Datatronics, which was able to compete on perspective of
customer service. This quality of service makes E–Z RP to get acquired by Datatronics. Matt
Rubezahl was a development manager with a small team at E–Z RP, but this acquisition made every
...show more content...
So, the person dealing with customer service should have a sound knowledge of their business and
their products available in the market. The philosophy of customer service is to enable better
service towards customers. To retain their customers, organizations can work through effective
consumer problem solving and reducing of failures (Hart, Heskett, & Sasser, 1990). Although
many organizations would benefit from the voice of complaints from customers (Tax & Brown,
1998), most dissatisfied consumers never take the time to complain (Zemke, 1994). For effective
solving of problems from customers, employee should have knowledge about the products they are
dealing with, So that they can give quick assistance in solving them. For a quick response the
customer service reps should get trained well to deal with them. Proper customer service interaction
will make the business leads to know the defects in the system and the remedies have to follow to
gain customer satisfaction, which finally makes the path to success in revenues. Customer
Satisfaction Generally this customer service can be offered in different ways. Some of the effective
customer friendly services are 1. Person to person interaction. 2. Through chatting 3. Through IVR
routing system. Just about every person call up provides an opportunity to handle your conversation
successfully in addition to please your clients. To be able to properly

Customer Satisfaction And Service Quality Essay
Introduction
Now a day's world goes fast. No one have enough time to sit or talk with family or friends.
According to me, restaurant is the best place to sit and talk with friends and family. Restaurant is a
place in which people can eat meals and pay money. Also we can say that it is an eating place
where people can enjoy with their friend, family, staff, etc. My topic is toresearch on "Customer
satisfaction and service Quality in Indian restaurant". Customer satisfaction and service quality both
are very important for every business. Customer satisfaction are playing an important role in any
business because it helps to find out strengths and weaknesses of the business. "Customer
satisfaction is identified as the distinction between assumed quality of service and the customer's
involvement or feelings after having perceived the service"(Bateson & Hoffman 2000). Service
quality affects on customer satisfaction by providing good services. I notice several problem
regarding to the customers. Customers are not satisfied with the taste of food and sometimes the
service quality is not good. Taste is not like a restaurant in India. They mostly use frozen vegetables.
In this research I want to go with three Indian restaurants
a. Royal Garden Indian Restaurant holds royal position in New Zealand. Its owner and chef is Hira
Rana. In this restaurant, you find good environment, good atmosphere and real Indiandining
experience. It is located at 61, The Square, Palmerston North.
b.

Customer Experience and Customer Engagement
Customer experience and customer engagement
Customer experience is replacing quality as the most important element in marketing. (Klaus &
Maklan, 2013) Great customer experience will encourage customer engagement, which can be
understood as a customer's cognitive, emotional and behavioral interaction with a brand (Hollebeek,
2011). The high customer engagement is directly related to high customer satisfaction, strong
customer loyalty and increased word–of–mouth behavior, which all in turn maintain companies'
sustainable competitive advantage and allow they charging higher prices and profit margins than
competitors. As said Investment Weekly News (2012) quoted that consumers will pay for the
extraordinary customer experience. This...show more content...
When I enter a Apple store, the enthusiastic staff, the beautiful and concise decoration, and the
experience of using the real and new launched products make me being excited and being willing to
buy something from there. In addition, Apple also possesses a concise online store. Customers can
easily find the introduction and parameters about every product and make the purchase within a few
steps. After the purchase, customer will get the product from nearby physical store or receive at
home in a few days. If anything goes wrong with Apple's products, customer can just book an
appointment from online or smartphone apps and Apple Genius bar will solve your problem
immediately. In my point of view, Apple's online shop, smartphone apps, and O2O program are
providing customer alternative solutions of reviewing, purchasing, and booking appointments
for repairing Apple's products. Genius bar was set up as a repairing services center. It saves
customers' time by helping them effectively and efficiently. I like using Genius bar, because
almost every time I used it, my problem was solved very well within an acceptable days.
Sometimes it may exceed my expectation. Like once. I booked a Genius bar appointment because
software in my mac crashed several times, and they at last gave me a new hard disk and
mainboard for free. Apple always conducts training workshops for better using iPad, iPhone, Mac,
and specific Apple software. It also provides one to one workshops for

Literature review:
Customer satisfaction has been a famous topic in marketing practice and study research since
Cardozo's (1965) earlyl study of customer effort, demands and satisfaction. In spite of many try to
measure and explain customer satisfaction, there still does not show to be a accord regarding its
explanation (Giese and Cote, 2000). Customer satisfaction is commonly outline as a old used idea
judgment concerning a specific work or service (Gundersen, Heide and Olsson, 1996). It is the
answer of an estimate process that against pre purchase requirements with perceptions of
performance during and after the consuming know–how (Oliver, 1980).
The most broader range accepted conceptualization of the customer satisfaction concept is the
expectancy contradict theory (McQuitty, Finn and Wiley, 2000). The theory was made by Oliver,
who aimed that satisfaction level is a moral of the contrast between expected and perceived result.
Definitions of customer satisfaction have been broader discussed from the view of many
researchers and organizations who extend the desire to measure it. A group of researchers of the
Center for the Study of Social Policy (2007) Conceptualize that joy is based on...show more content...
The obvious need for satisfying the firm's customer is to expand the business, to gain a higher
market share, and to acquire repeat and referral business, all of which lead to improved profitability
(Barsky, 1992). Studies conducted by Cronin and Taylor (1992) in service sectors such as: banking,
pest control, dry cleaning, and fast food; found that customer satisfaction has a significant effect on
purchase intentions in all four sectors. Similarly, in the health–care sector, McAlexander et al.
(1994) found that patient satisfaction and service quality have a significant effect on future purchase
intentions.(Kandampully and Suhartanto,

Questions On Customer Satisfaction Survey Essay
1.Identify how you can conduct surveys to assess customer satisfaction. Discuss the various pieces
of information that can be discovered through surveys and the guidelines for survey questions.
Customer satisfaction surveys help companies calculate satisfaction, identify unhappy customers
and find potential advocates. One way to conduct surveys and access customer satisfaction is
through text message. For example, at the law firm I work for, after a potential client leaves our
office, they immediately get a text message with a survey on customer satisfaction. Some of the
information we can find out is if the attorney and staff was professional, were they satisfied with
their experience, will they come back and visit us, was the atmosphere clean and most importantly
they get to rate us from a scale from 1–10. Once we receive this information, we then reflect and
look at the things we could do to improve ourselves. The purpose of this type of survey is to gauge
how satisfied your customers are. A happy customer is extremely valuable to your company. Happy
customers come back and make repeat purchases; they have higher customer lifetime values and are
less likely to defect to competitors (Client Heartbeat, 2015).
2.Identify the quantitative and qualitative marketing research techniques discussed in the text and
what information can be gathered from them.
Qualitative research is exploratory, and it is utilized when we don't know what to anticipate, to

Customer Satisfaction Lead to Loyalty
Final Report
Business Research Methods
Topic
Study the influence of Service Quality with product leads to customer loyalty in Telecom Sector
(Ufone)
Submitted by:
Sr. #Group members:Reg. No.#
Muhammad AdnanL1S13MBAM2049
Muhammad AsimL1S13MBAM0027
Nabil Abdul MajeedL1S13MBAM2012
Saad Rafique AliL1S13MBAM0047
Huma ZafarL1S13MBAM2010
Sameera WaheedL1S13MBAM2050
Submitted To: Prof. Amna Zulfiqar Signature:
Table of contents Page #
Introduction 03
Importance/ significance04
Explanation of Variables05Service Quality (independent variable)05 Customer loyalty (dependent
variable)05 Relationship between...show more content...
It means says when a customer consistently rebus your product in the future unrespectable situational
influences it shows customer loyalty. Customer loyalty plays a vital role in organization to achieving
its profitability. Organizations should give preference to customer's feelings and their needs should
be the main concern in order to achieve customer loyalty (Akhter et al., 2011)
Most companies struggle for customer loyalty as the competition reaches at its peak in
telecommunication sector. Indeed, customer satisfaction is integral part in determining why
customers leave or stay with an organization. Therefore, organizations need to know how to keep
their customers. Every organization has come to realize that in order to survive, it has to acquire and
then retain profitable customers. Company should consider those customers which shows high
satisfaction which leads to customer loyalty .this result in increasing company's profitability.
Company should also focus on customers who are not satisfied in order to increase profitability.
Importance /significance
Customer loyalty plays important role in telecommunication sector. Companies can rely on making
research upon their satisfied customers for improving the service quality or other factors exists that
make the loyal customers. After getting knowledge by making research; telecommunication sectors
can possibly be able to focus on their customer's touch point where they can improve the service.
Now a

Literature Review On Customer Satisfaction
Literature review:
Customer satisfaction has been a famous topic in marketing practice and study research since
Cardozo's (1965) earlyl study of customer effort, demands and satisfaction. In spite of many try to
measure and explain customer satisfaction, there still does not show to be a accord regarding its
explanation (Giese and Cote, 2000). Customer satisfaction is typically outline as a old used estimate
judgment concerning a specific product or service (Gundersen, Heide and Olsson, 1996). It is the
answer of an estimate process that against pre purchase requirements with perceptions of
performance during and after the consuming know–how (Oliver, 1980).
The most broader range accepted conceptualization of the customer satisfaction concept...show more
content...
Zeithaml (1987) defines perceived quality as "the consumer's judgment about an entity's overall
excellence or superiority". Stevens and et al (1995) describe it as, "perceived service quality is a
function of the interaction among three independent variables: normative expectations, predictive
expectations, and actual service quality. The lower the expectations the consumers have about what
should happen, the better their perceptions of the actual service. And the higher their expectations
about what will happen, the better their perceptions of the actual service". Whereas, Oliver (1981)
gives the definition of satisfaction as," it is the highlighted psychological state resulting when the
emotion surrounding contadict expectations is coupled with the consumer's prior feelings about the
consumption experience" (p.27).
The model is derived from the satisfaction literature that, contrary to the value literature, deп¬Ѓnes
customer satisfaction as the primary and direct link to outcome measures (e.g., Anderson and
Fornell, 1994; Andreassen, 1998; Athanassopoulos, 1999; Bolton and Lemon, 1999; Clow and
Beisel, 1995; Ennew and Binks, 1999; Fornell et al., 1996; Hallowell, 1996; Mohr and Bitner, 1995;
Spreng, Mackenzie, and Olshavsky,

Customer Satisfaction and Customer Engagement.
For a business to prosper, the staff must ensure the customers are treated with respect. Any
business solely depends on the availability of its customers or clients. If the clients are not
contented with the type of service they receive from a specified firm, they will move to other
places where they will be satisfied. As such, it is important, as a manager of any business, to ensure
customers are treated with respect and are in turn happy. To make sure that this happens, the staff
need to know how to engage properly with a client and ensure the customer is satisfied with the type
of service they get.
The following couple of paragraphs will help discuss and understand customer satisfaction and
customer engagement. The discussion will entail the differences between these two and how each
can be attained in any business. It shall also enlighten one on the importance of these two factors
towards a successful business.
Customer satisfaction refers to the feeling of gratitude a customer or client gets after purchasing
goods or services from a particular firm. Every business must have its tactics to ensure that their
customers are contented with the type of service offered or the goods sold and as such will come
back anytime when in need of the same type of goods or service. To ensure proper customer
satisfaction, the staff must practice good customer engagement.
Customer engagement is relationship and connection the workforce

Customer Satisfaction
Customer Satisfaction & how can we measure it
By: Omid Nasrollah Mazandarani
BACKGROUND OF THE WRITER
As a student of Masters of Business Administration specialization in general management with the
background of Bachelor of Industrial engineering the writer has four years experiences in the
automobile industry. These experiences and background help me to understand the role ofcustomer
satisfaction in terms of organization profitability.
Abstract:
This proposal examines customer satisfaction models for assessing the relationship of overall
satisfaction with a product or service and satisfaction with specific aspects of the product or service
for organizations having multiple units or subunits. These units could be...show more content...
To the extent that effects vary across units, the company would want to consider different strategies
for different units. And, at the theoretical level, the multiple units provide a stronger test of a
hypothesized general effect. We also stress the importance of explaining the variation in effects
across units or subunits. One way to approach this question is to partition the units or subunits into
strata. For example, the locations of retail stores could be classified into rural, small city, suburban,
and urban types. We want to quantify how much variation in effects there is both within and across
strata. If the within–stratum variation is small and the between–stratum variation is great (e.g., rural
stores all have the same needs, but rural stores have different needs than urban ones), the manager
might develop separate strategies for each stratum. The academic researcher likewise would
postulate a richer theory incorporating the strata as variables. In this article, we present methods for
addressing these issues. The methods are applied to multiunit data from two different industries. We
illustrate how these methods could be useful to a marketing manager of a particular company and
how they can be used to study "general truths" in marketing.
Research Problem
Keeping customer satisfaction for long time is a critical issue for the organizations and all industries.
Employee's commitment is very important.
On the other hand , employee satisfaction

Essay On Customer Satisfaction
Improving Customer Loyalty and Satisfaction with Salesforce CRM Integration of eCommerce
Activities The right CRM software can improve customer retention by 27 percent according to
eCommerce studies. About three out of every four customers admit that they spend more money
when they have positive user experiences. [1] Salesforce CRM apps are used by 70 percent of the
company's software users, and about 88 percent of Fortune 100 companies use at least one of these
apps. [2] Salesforce CRM software improves the gathering of important information about customers,
which pays big dividends by improving customer satisfaction. Understanding customers and their
buying profiles generates greater success in converting them, generating leads and...show more
content...
The latest B2B marketing statistics show startling insights into the increased benefits of cultivating
great user experiences. Forrester research found that 30 percent of B2B decision–makers place at
least half of their orders online, and that figure is predicted to increase to 56 percent in 2017. [3]
More customers research products and place orders over the Internet, so offering intuitive
self–service options and providing extra services after orders are placed have become business
necessities for companies that want to remain competitive. Foster Better Customer Engagement with
On–Demand Apps
Salesforce software offers many custom apps that plug–and–play seamlessly when the software is
fully integrated into a B2B platform's API layer. Customers can log in to check the status of their
orders, which speeds the process and frees employees for more urgent and income–generating
activities. The software can keep track of how long it's been since a given customer has placed an
order and trigger a relevant marketing message based on each customer's profile. Lead management
becomes simpler depending on each B2B operation's size, buying process and seasonal ordering
habits. Salesforce fosters bidirectional customer engagement with the following features:
Automatic reporting and tracking
Email notifications that are forwarded to relevant staff
Security and authorization protocols that make it easy for customers to

Essay on Customer Satisfaction Strategies
Customer Satisfaction Strategies
What is customer satisfaction?
We are in the midst of a revolution in business. Some call it a customer revolution, others a quality
revolution, others a service revolution. Organizations are attempting to obtain increased customer
satisfaction by focusing on the quality of their products and the service provided. This movement
toward quality has produced significant benefits but just like other business fads, joining and
adopting the religion does not insure that the real objective of producing customer satisfaction will be
obtained.
Customer satisfaction is a key ingredient to the success of any business.It is the most important factor
that creates repeated customers. Some people know it but do not...show more content...
These interpretations of the promises they listen you make or your product delivers are the
"product" they are buying. Their expectations may contain some expected product characteristics or
standards but these will vary from customer to customer. They may or may not be similar to
standards you have designed into your product or service. They can be lower or higher.
The traditional understanding of quality assumes that if we determine and adopt a set of standards
or measurements for our product or service and meet these standards, our customers should be
satisfied. However, meeting our "quality" standards does not necessarily insure that our customer
will declare they are satisfied or even agree that we produce a "quality" product.
We claim that quality is not a physical property. We say it lives in our conversations as an
assessment or opinion. It varies depending upon who is speaking. The assessment of quality is
dependent on some set of assumed standards. These standards are typically developed based upon
some opinion of "this is what the customer wants." Unfortunately, all customers are not the same and
most do not share the same concerns or standards of what will satisfy those concerns.
What is service?
Good service is often viewed as being nice to the customer. This takes the form of being
accommodating, never saying no, promising anything they ask for and always being courteous.
Although we

Essay On Customer Satisfaction

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