The document discusses McDonald's success in satisfying over 38 million customers per day across 23,500 restaurants in 109 countries. It attributes this success to McDonald's high standards in quality, service, cleanliness and value (QSCV). The document also discusses the importance of customer satisfaction, defining it as a function of perceived performance relative to expectations. It provides tools for measuring customer satisfaction like surveys and analyzing lost customers. Overall, the key points are McDonald's global success due to consistent customer satisfaction, the definition of customer satisfaction, and methods for measuring it.

1. Consumers Satisfaction Paramjit sbarma

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

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. Value delivered network Milliken (fabrics) Levi’s (Apparel) Sears (Retail) DuPont (fibres) customer Levi Strauss’s value- Delivery network

16. Attracting Customers Customer Acquisition Lead Generation Lead Qualification Account Conversion Suspects Prospects Adv, Phone Exhibitions Interviewing Hot, cold, warm Presentations, negotiating

17. Disqualified prospects Inactive or Ex-customers Customer development Process suspects prospects 1 st time customers Repeat customers clients members Advocates partners

20. Customers & Their Expectations

24. NEEDS STORE POSITIVE NEGATIVE TRANSECT No TR. Returns In hurry

28. Dealing With Customers

29. 1 PUT YOURSELF IN YOUR CUSTOMER’S SHOES

30. 2 CUSTOMER IS THE BOSS

31. 3 CUSTOMER IS THE PROFIT ; EVERY THING ELSE IS OVERHEAD

32. 4 CUSTOMER IS PEOPLE: BUSINESS IS PEOPLE: PEOPLE ARE CUSTOMERS

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. 5 THE PURPOSE OF YOUR BUSINESS IS TO CREATE CUSTOMERS

35. 6 COMMUNICATE CONTINUOUSLY WITH YOUR CUSTOMERS

36. 7 SERVE YOUR TOP 100 CUSTOMERS THE BEST YOU CAN

39. NEEDS STORE POSITIVE NEGATIVE TRANSECT No TR. Returns In hurry

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. 8 BECOME A CUSTOMER –ORIENTED BUSINESS

42. 9 DEVELOP CUSTOMER ORIENTED POLICIES AND PROCEDURES

43. 10 CUSTOMERS MUST BE GIVEN THE BEST POSSIBLE SERVICE

44. 11 CUSTOMERS WANT ANSWERS TO THEIR PROBLEMS THEY ARE NOT IMPRESSED WITH YOUR 3 C’S

45. 12 FIGHT..FIGHT…FIGHT.. FOR YOUR CUSTOMERS

46. 13 LISTEN, LISTEN, LISTEN….TO YOUR CUSTOMERS

47. Dealing with Dustomers from Hell

49. 14 EACH OF YOUR EMPLOYEES SHOULD VISIT YOUR CUSTOMERS

50. 15 KEEP ON CHECKING WITH YOUR CUSTOMERS ABOUT YOUR EMPLOYEES’ ATTITUDE

51. 16 SOLVE THE SMALL PROBLEMS OF YOUR CUSTOMERS TODAY

52. 17 DISSATISFIED CUSTOMERS ARE YOUR BEST TEACHERS

53. 18 LEARN THE ART OF KNOWING WHEN TO SAY NO TO YOUR CUSTOMERS

54. THANKS