customer satisfaction

Examples of customer satisfaction in the following topics:

• Customer Excellence

  • Obtaining customer feedback to ensure customer satisfaction and loyalty is essential to any marketing plan or strategic planning process.
  • One of the key inputs to achieving sustainable competitive advantage is long-term customer satisfaction excellence (i.e., being excellent in the eyes of your customers).
  • Indirectly tracking customer satisfaction can indicate the organization's long-term marketing performance.
  • Kiosks are often placed in stores to easily track customer satisfaction.
  • Other useful, but not so simple, measures of tracking customer attitudes and satisfaction are:

• Customer Concerns

  • B2B companies typically implement client services or customer care processes to address customer concerns and enhance customer satisfaction.
  • Nearly every brand must have a client service or customer care process in place to address customer concerns and enhance customer satisfaction.
  • Reassuring customers that their needs and concerns are the company's top priority is reflective of B2B brands that use a customer-driven approach to ascertaining customer demands.
  • It also allows customer care professionals to properly escalate customer issues to appropriate channels such as the sales or research and development team.
  • B2B companies usually have customer service programs in place to quickly and adequately address customer concerns.

• Following Up

  • Following-up will build customer satisfaction, maximize long-term sales volume, and if a sale has not been made, it may lead to a sale.
  • The post-sale follow-up ensures customer satisfaction and maximizes future and long-term sales volume.
  • Regular follow up is an integral part of good customer service.
  • The level of follow differs according to the product or service sold and the type of customer involved.
  • Some customers prefer more follow up while others require little or no follow-up.

• Relationship Marketing and Management

  • Relationship marketing is a form of marketing that shifts focus away from sales transactions to emphasize customer satisfaction.
  • Relationship marketing is a form of marketing that shifts focus away from sales transactions to emphasize customer satisfaction.
  • This includes tools for managing relationships with customers, which go beyond simple demographic and customer service data.
  • Customer retention involves counterbalancing new customers and opportunities with current and existing customers as a means of maximizing profit.
  • In markets with increasing competition, it may cost five times more to attract new customers than it would to retain current customers.

• Customer Service as a Supplement to Products

  • Customer service is provided before, during, and after the purchase of a product, and is meant to supplement and enhance customer experience.
  • Customer service is the provision of service to customers before, during and after a purchase.
  • If a person buys a product that they are happy with, however, then good customer service can supplement this satisfaction.
  • The importance of customer service varies by product, industry and customer.
  • This is a form of customer service.

• Client-Based Relationships

  • Given today's highly competitive scenario, in which multiple providers are vying for a limited pool of customers, retaining customers is even more important, and more cost-effective, than attracting new ones.
  • Since services are usually generated and consumed at the same time, they actually involve the customer in the service delivery process by taking into consideration his or her requirements and feedback.
  • Thus they offer greater scope for customization according to customer requirements, potentially offering increased satisfaction and leading to higher customer retention.
  • However, being friendly, professional, and listening to the needs of the client will help ensure that the client will be a repeat customer.
  • Discuss how relationship-building helps retain customers in a competitive marketing environment

• Brand Loyalty

  • Brand loyalty entails commitment and repeated consumer purchase behavior following perceived value, satisfaction, and brand trust.
  • Brand loyalty is viewed as a multidimensional construct, determined by several distinct psychological processes, such as the customers' perceived value, brand trust, satisfaction, repeat purchase behavior, and commitment.
  • Commitment and repeated purchase behavior are considered as necessary conditions for brand loyalty, followed by perceived value, satisfaction, and brand trust.
  • Philip Kotler defines four customer-types that exhibit similar patterns of behavior:
  • Recent research found evidence that longer-term customers were indeed less sensitive to price increases.

• Identifying Product Benefits

  • Specifically, the VOC is a market research technique that produces a detailed set of customer wants and needs, organized into a hierarchical structure, and then prioritized in terms of relative importance and satisfaction with current alternatives.
  • Talking to customers to determine what they see as benefits is just the first step.
  • Is it representative of the entire customer base or just an outspoken minority?
  • Do the questions capture self-reported importance or can they derive importance based on what customers say?
  • Ability to predict: Can it project the future behaviors of the customer based on their satisfaction?

• Factors Influencing Experience, Involvement, and Satisfaction

  • The main factors that influence experience, involvement, and satisfaction with a product are personal, social, object and situational.
  • In general, four main factors influence a consumers's experience, involvement, and satisfaction with a product:
  • Other examples of cultural influences include language, myths, customs, rituals, and laws.
  • Object Factors: The degree of information that a consumers have about a product, including how well they can distinguish its characteristics, can also effect their experience, involvement, and satisfaction.

• Post-Purchase Behavior

  • Post-purchase behavior is when the customer assesses whether he is satisfied or dissatisfied with a purchase.
  • This is when the customer may experience feelings of post-purchase psychological tension or anxiety.
  • For example, the customer might feel compelled to question whether he has made the right decision.
  • A customer may also have a change of heart and decide that he no longer has a need for this particular product.
  • Another example is when customers are asked for their contact information at the point of purchase so they can be targeted later with a follow-up call that surveys the product's performance and consumer satisfaction.