Customers inside the
Every person in the
Each department is
customer of another.
Who uses the product.
Who purchases the
Who influences the sale
Satisfied customer contributes 2.6 times as a satisfied
Satisfied customer contributes 17 times as a dissatisfied
A Dissatisfied customer decreases 1.8 times of a totally
Dissatisfied customer should be reduced.
Therefore feedback and suggestions should be monitored.
WHY CUSTOMER FEEDBACK
Discover customer dissatisfaction.
Identify customer needs.
Discover priorities of Quality.
Compare performance with the competition.
Determine opportunities for improvement.
SERVICE QUALITY / CUSTOMER
Set of activities an org uses to satisfy
BEFORE / DURING / AFTER THE SALE.
Identify each market segment.
Write down the requirements.
Communicate the requirements.
Organize physical spaces.
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.
Optimize the swap between time and personal
Minimize the number of contact points.
Provide pleasant, knowledgeable and enthusiastic
Write documents in customer friendly language.
Lead by Example.
Listen to the frontline people.
Strive for the continuous process
Process of retaining the existing customers.
Customer retention is powerful than customer
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.