this presentation introduces to the customer satisfaction. evaluates various factors for building customer satisfaction

1. BY SHREYA GUPTA & KOMAL SHARMA

2.  CUSTOMER SATISFACTION: When the
customer perceive expected value from the product
is called customer satisfaction.

3. The purpose of our study is to find out what
efforts do company make to increase satisfaction
of their customer and how they try to retain them
????

4.  Fast, efficient and accurate service.
 High quality products at a competitive price.
 Friendly, helpful and knowledgeable staff to
provide information and responses to their
questions.

5.  Prompt responses to their inquiries whether online,
by phone or in person.
 Sufficient stock to meet their needs without a long
wait.
 A trained staff that can handle their questions
without referring them on.
 A clean facility or easy to navigate websites.

6. Complaint and suggestion
systems:
A customer-
centered organization makes it easy
for customers to register
suggestions and complaints.
Companies are also using Web sites
and e-mail for quick, two way
communication.
Customer satisfaction surveys:
Periodic surveys is a way to
measure the customer satisfaction.
Customer rate law also tells about
the customer satisfaction.
Questionnaire from the customers
who have stopped buying or who
have switched to another supplier to
find out why? And finally
companies can hire mystery
shoppers to pose s potential buyers
and report on strong and weak
points experienced in buying the
companies’ and competitors’
products.

9. 1. By providing great customer experience, we
can convert a customer to a satisfied customer

10. 2. Companies should learn from past experiences and
always focus on providing good service to customer to
develop them into advocates and partners.

11. 3. Different forms of relationship marketing can also
be used for the same. Five levels of investment in
customer relationship building are:
a) Basic marketing
b) Reactive marketing
c) Accountable marketing
d) Proactive marketing
e) Partnership marketing

12. 4. Companies can also add financial, social or
structural benefits for developing stronger
customer bonding and satisfaction.

13. 5. A satisfied customer will come back for a
repeat purchase. Thus, Customer Retention is a
good sign of a satisfied customer.

15.  Companies should inculcate an ideology that
“customer comes first”.
 They should continue efforts to always improve
customer service.
 Companies need to continue to communicate with
customers at every stage of their interaction.
 They should focus on being able to provide each
customer customized experience.

16. Best customer retention strategies :
1. Welcome the complaints received.
2.Instigate the loyalty program
3.Send out questionnaires and surveys to existing customers
4.Check for repeat sales often to instill company’s brand
5.Reactivate dormant customers
6.Schedule a frequent communications plan to customer base
7.Provide exceptional customer service
8.Make a good first impression
9.Make courtesy top priority with all customer-facing staff
10.Do regular reviews

18. We can assure that:
This research of our will bring a practical approach
to many sellers and buyers as well that what efforts
should companies make to increase the satisfaction
of their customers and what points should customers
keep in their mind while purchasing a
product??????????

19. THANK
YOU!!!!!!