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Top : Customer Satisfaction Issues and Strategies: Customer satisfaction is the key to customer loyalty and retention. Here you will find tips, hints, techniques, etc to increase customer satisfaction and evaluate your customers' levels of satisfaction.
Customer Satisfaction
It seems obvious that we want our customers to be "satisfied". It's a long standing idea in business, but in this century, is it enough? To compete, to retain customers and their loyalty, is it possible that simply setting the bar at a level where we want to satisfy customers is not going to be sufficient?
You'll have to decide, but at least some "experts" feel that we must WOW customers, and go way beyond satisfying them.
You'll have decide for yourself, but my opinion is that in some industries, satisfaction is enough, but in others, one must go way beyond. For example in the hotel industry it just isn't enough to have satisfied guests. You need to IMPRESS them.
Customer Satisfaction and Beyond
Delving into the Mystery of Customer Satisfaction: A Toyota for the Retail Market? - Knowledge@Wharton - by n aIt started out as an academic puzzle of sorts. The researchers already knew that in the airline industry, customers and employees revere Southwest Airlines. With computers, Dell stands out as superior in customer satisfaction. And Toyota remains the company to emulate in the automobile industry. But when it comes to the retail industry, what company sets the standards for customer and employee satisfaction? (Added: 30-Mar-2006 Hits: 828 )
Closing The Gap Between Customer Expectations and Customer Experiences - by na
In-depth explanation with a 5-step process for eliminating gaps between Customer Expectations and Customer Experiences. (Added: 11-Dec-2009 Hits: 673 )
Handling Customer Complaints - by Tom Reeher
This article will help your organization make customer complaints more visible, thus ensuring a higher quality of customer satisfaction. Learn what your organization should do to this end. Also learn how to implement this process. (Added: 15-Feb-2006 Hits: 1038 )
What Is The Customer Expectation Paradox? - by Robert Bacal
The customer expectation paradox refers to the situation where customer expectations about the quality of customer service have increased, while the actually quality of customer service companies deliver has worsened. (Added: 21-Oct-2006 Hits: 821 )
Designing The Soft Side Of Customer Service - by na
In service environments, customers have complex needs. Even in the most mundane encounters, emotions are lurking under the surface. Your job is to make those feelings positive (Added: 28-Dec-2010 Hits: 404 )
Improving Customer Satisfaction - by Naomi Karten
Find out how you can avoid experiencing 'the perpetual lag' when you try to resolve customer issues. Also included, is a great idea for engaging your customer so that issues can be more quickly and efficiently. (Added: 24-Feb-2010 Hits: 737 )
Four Factors That Distinguish Services Marketing | MarketingProfs.com - by Cynthia Coldren
Understanding the characteristics of services can provide a unique opportunity for services producers to improve business success by rethinking their pricing models and packaging options, improving production processes and client participation, enhancing customer focus, and building employee relationship skills. (Added: 1-Feb-2006 Hits: 823 )
Getting to " Very Satisfied" - by Fast Company
Lewis and Brzykcy, fortysomething sisters with otherwise normal lives as a training consultant and a management consultant, respectively, in suburban Illinois, decided to channel their own mounting dissatisfaction as customers into a full-flung survey of almost 500 retailers. At home-improvement stores, gas stations, and fast-food restaurants, the sisters shopped, spent money, and took careful notes.""And after a three-month, admittedly unscientific $5,000 spree, the duo came to this sad conclusion: Only 3% of their store visits had left them "very satisfied." (Added: 22-Jun-2005 Hits: 1259 )
Customer Satisfaction Through Design, Manufacturing And Supply Networks - by Chakravarty, Amiya K., Kumar K. Ravi
Innovations in technology and management practices have produced a distinct paradigm shift since the days of Henry Ford. The cornerstone of competition has been cost-minimization and affordability, to increase product sales. Operational strategies have primarily been based on ways to lower cost structures. The key tactics towards this goal have been pursuing scale economies, high vertical integration, and high product standardization. (Added: 1-Feb-2006 Hits: 653 )
5 Steps to Getting the Fees You Know You Deserve - by John Doerr
Is price competition driving your rates down to the point that you can no longer be profitable? If you follow these five steps to provide value before, during, and after the sales process, you will get the fees you know you deserve. (Added: 24-May-2006 Hits: 907 )
Frontline Staff - critical to customer service success (CRM article, Melbourne, Victoria, Australia) - by Derek Stockley
Has your organization identified and recognized how critical its frontline staff is to contributing to your customer service culture? Read how you can polish your perception. Also read some examples of poor customer management. (Added: 3-May-2006 Hits: 985 )
The 6 Most Overlooked Customer Touch Points - by Eric Krell
Think the only impressions your company makes are through branding, sales calls, and customer service? Think again. Mishandling interactions like reference management and billing can cause customer defection as quickly as a poor contact center experience (Added: 30-May-2005 Hits: 1196 )
Keep Customers Happy - by Lisa Picarille
One of the best ways for a company to increase customer satisfaction is to make sure there is a thorough understanding throughout the organization of what customers really want, then use that information to follow up with actions, solutions, and resolutions. It will be the difference between good business and bad. (Added: 27-May-2005 Hits: 1749 )
Attributes that contribute to the provision of excellent Customer Service - by n/a
This is a brief reminder of the important aspects of customer service provided by the Renton Technical College. Also a nice high-level checklist is provided to remind one of how to handle a dissatisfied customer. (Added: 10-Feb-2010 Hits: 610 )
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