Customer satisfaction , retention and loyalty
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The document discusses customer satisfaction and retention. It emphasizes that customers must be the top priority for an organization and that reliable customers who repeatedly purchase are most important. Customer satisfaction comes from providing high quality products and understanding how customers define value based on factors like product quality, service, personnel, image, price, and overall cost. Organizations should identify customer pains like costs and difficulties, as well as gains like savings and expectations. Creating a value proposition canvas can help design products and services that address customer jobs, pains, and gains to achieve the best fit between customer needs and what is offered.
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Customer satisfaction , retention and loyalty
- 1. Customer Satisfaction Retention and Loyalty @WisnuDewobroto
- 2. Understanding who is customer
- 4. Understanding customer defined quality • The customer must be the organization’s top priority. • Reliable customers are the most important customers. Reliable customer is one who buys repeatedly. • Customer satisfaction is ensured by producing high quality products.
- 5. Identifying External Customer needs
- 8. Customer Defined Value • It is important for organization to understand how cutomers define value. • Customer perception : • Product or service quality • Service provided by the organization • The organization’s personel • The organization’s image • Selling price of the product or service • Overall cost of the product or service
- 9. Service Quality Indicator • Example (Fedex) • Delivery on the wrong day • Customer Complaints • Damage packages • etc.
- 11. A value proposition is a bundle of products & services that create value for your customer
- 12. A canvas helps you design, test, and build your company’s value proposition in a more structured way
- 13. Achieving Fit Your Customer Observe Your Product Design WHAT WHY
- 14. What basic needs? Customer Jobs What functional jobs? What social jobs? What emotional jobs?
- 19. Customer Pains What costs? What bad feeling? What difficulties? What risk? What barriers?
- 21. Customer Gains What savings? What expectations? What delights? What makes life easier? How do customers measure success?
- 23. Products & services List products Which ones help to get jobs done Crucial or trivial
- 25. Pain relievers How do they relieve pain?
- 26. Publishing Ad Managing Reservation Booking Easily Guest Damage Trust & Safety Price Additional Revenue Local experience Choice Community Community market place for unique space AirBnB host guarantee Profile & Reviews Address & Photo
- 28. Gain creators How do they create gains?
- 29. Publishing Ad Managing Reservation Booking Easily Guest Damage Trust & Safety Price Additional Revenue Local experience Choice Community Community market place for unique space AirBnB host guarantee Profile & Reviews Address & Photo AirBnB T V AirBnB Meet Ups Incentive policy
- 31. Competing for customers Open slot filled by the best fit
- 32. Build Products that people want
- 38. Fill out your canvas ! ! ! ! ! ! ! ! ! ! ! !
- 40. Test your customer assumptions What’s your biggest headache?
- 42. ! ! ! ! ! ! ! ! ! ! ! ! Adjust your assumptions wrong assumptions
- 46. Customer Value analysis 1. Determine what attributes customers value most 2. Rate the relative importance of the attributes 3. Assess your organizations performance relative to the priorized list of attributs 4. Ask customers to rate all attributs of your product of service against the same attributes of a competitor product of service 5. Repeat the process periodically