Customer satisfaction
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The document discusses the importance of customers to businesses. It states that a customer is an individual or organization that purchases a product or service and has a relationship with the business. Customers are the heart of any business and their experience, loyalty, and satisfaction should be the goals of businesses. The performance and future purchasing behavior of customers can provide key indicators for measuring a business's performance.
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How to cultivate a culture of collaboration and unity for long-term success
How to align on metrics that matter
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Customer satisfaction
- 1. HEART BEAT OF ANY BUSINESS Gayathri R Iyyer 1
- 2. CONSUMER is a person who ultimately consumes or uses the product or the service CUSTOMER is an individual or an organization that purchases or buys the product or the service and also posses a relationship with the business Gayathri R Iyyer 2
- 3. THE IMPORTANCE OF THE CUSTOMER ORIGINATED WITH THE EVOLUTION OF MARKETING CONCEPT BARTER CONCEPT PRODUCTION CONCEPT PRODUCT CONCEPT SALES CONCEPT MARKETING CONCEPT SOCIAL MARKETING CONCEPT Gayathri R Iyyer 3
- 4. PERFORMANCE MEASUREMENT TOOL • Measures the performance of the business INDICATOR OF FUTUTRE PURCHASING BEHAVIOR OF A CUSTOMER • Assess the purchasing pattern of the public in the nearest future KEY CRITERIA OF A BALANCED SCORECARD • It is a strategic performance tool • The balanced scorecard provides with the instrumentalisation they need to navigate to future competitive success. Gayathri R Iyyer 4
- 5. Customer is the KING Customer is always right The Customer’s EXPERIENCE,LOYALTY and SATISFACTION are our goals Gayathri R Iyyer 5
- 6. O N L I N E S E R V E Y S S C H E D U L E M E E T I N G S U S E C U S T O M E R S U P P O R T T O O L S F E E D B A C K C E N T R E S I M P R O V I S E D C R M Gayathri R Iyyer 6
- 7. CUSTOMER ASSISTANCE AND GRIEVANCES ADDRESSAL CUSTOMER SATISFACTION PRODUCT/S ERVICE QUALITY INFRASTRUC TURE/AMBIE NCE EMPLOYEE TRAINING Gayathri R Iyyer 7
- 8. Gayathri R Iyyer 8
- 9. ONE’S OWN ATTITUDE ATTITUDE REPRESENTED BY OPINIONS Gayathri R Iyyer 9
- 10. Gayathri R Iyyer 10
- 11. EXPECT ATION PERFOR MANCE SATISFACTI ON REPURCHA SE INTENTION DISCONF IRMATIO N Gayathri R Iyyer 11
- 12. Gayathri R Iyyer 12
- 13. Gayathri R Iyyer 13
- 14. PRE-PURCHASE INFORMATION • CREATE EXPECTATIONS EXPERIENCE • JUDGEMENTAL BEHAVIOR BASED ON THE PAST EXPERIENCE EVALUATION • CONFIRMATON OF THEIR EXPECTATIONS Gayathri R Iyyer 14
- 15. CUSTOMER EXPECTATIONS PERCEPTION OF ACTUAL PERFORMANCE SERVICE QUALITY TANGIBILITY RELIABILITY RESPONSIVENESS ASSURANCE EMPATHY DIMENSIONS OF SERVICE Gayathri R Iyyer 15
- 16. PERCEPTION EFFECT ON SATISFACTION EXPECTATION PERFORMANCE SURPRISE AND DELIGHTMENT Gayathri R Iyyer 16
- 17. CAUSE EFFECT DRIVERS OF SATISFACTION SATISFACTION OUTCOMES Gayathri R Iyyer 17
- 18. Customer needs are met in a personalized way Qualitative and quantitative improvisation of market share Effectiveness of a CRM depends on Ability to interact with customers Flexibility to channels of communication Delivery of information Gayathri R Iyyer 18
- 19. Product expansion Product innovation Enhanced leadership Risk management Retention of equilibrium Problem solution Customer centric approach implementation Gayathri R Iyyer 19
- 20. Gayathri R Iyyer 20
- 21. Gayathri R Iyyer 21
- 22. Gayathri R Iyyer 22
- 23. Gayathri R Iyyer 23