Customer satisfaction for retail industry

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Customer satisfaction for retail industry

  1. 1. Presented By: Sunil Pandey
  2. 2. Internal Customers  Customers inside the company.  Every person in the process.  Each department is customer of another. External Customers  Who uses the product.  Who purchases the product.  Who influences the sale of product.
  3. 3. ORGANIZATIONAL HIERARCHIAL DIAGRAM
  4. 4. CUSTOMER COMPLAINTS  Satisfied customer contributes 2.6 times as a satisfied customer.  Satisfied customer contributes 17 times as a dissatisfied customer.  A Dissatisfied customer decreases 1.8 times of a totally satisfied customer.  Dissatisfied customer should be reduced.  Therefore feedback and suggestions should be monitored.
  5. 5. WHY CUSTOMER FEEDBACK  Discover customer dissatisfaction.  Identify customer needs.  Discover priorities of Quality.  Compare performance with the competition.  Determine opportunities for improvement.
  6. 6. TOOLS FOR COLLECTING CUSTOMER COMPLAINTS  Comment cards - attached to warranty card.  Customer Questionnaire - survey –mail/e-mail/ telephone.  Focus groups – customer meeting/ discussions.  Toll free telephone numbers Customer visit.  Internet- Bulletin Boards.  Employee feedback
  7. 7. SERVICE QUALITY / CUSTOMER SERVICE Set of activities an org uses to satisfy customers. BEFORE / DURING / AFTER THE SALE.
  8. 8. ORGANIZATION  Identify each market segment.  Write down the requirements.  Communicate the requirements.  Organize processes.  Organize physical spaces.
  9. 9. CUSTOMER CARE  Meet the customer’s expectations.  Get the customers point of view.  Deliver what is promised.  Make the customer feel valued.  Respond to all complaints.  Over-respond to the customer.  Provide a clean and comfortable customer reception area.
  10. 10. COMMUNICATION Optimize the swap between time and personal attention. Minimize the number of contact points. Provide pleasant, knowledgeable and enthusiastic employees. Write documents in customer friendly language.
  11. 11. LEADERSHIP Lead by Example. Listen to the frontline people. Strive for the continuous process improvement.
  12. 12. CUSTOMER RETENTION  Process of retaining the existing customers.  Customer retention is powerful than customer satisfaction. Research  60% revenue- existing customer  96% customer don’t complaint- but share with others.  91% unhappy customer- never purchase goods again.  82-95% customer retain if responded properly.  It costs 5 times to attract a new customer.

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