Professional Documents
Culture Documents
Customer Satisfaction
Customer Satisfaction
Paramjit sbarma
McDonold 23,500 Restaurants 109 countries 38million Customers Everyday Serving Hamburger
McDonold
People Flocking System Not Hamburger High Standard Of QSCV Quality Service Cleanliness Value Works with Suppliers, Franchise Employees for Giving Better Value To Customers
Scope
Customer satisfaction & Value Having High Performance Business Delivering Customer Value Attracting & Retaining Customers Adding Benefits Implementing TQM
Total Customer value Product value Service Value Personal value Image value
Total Customer Cost Monetary cost Time cost Energy cost Psychic cost
Customer Satisfaction
Satisfaction is a persons feelings of pleasure or disappointment resulting from comparing a products perceived performance (or outcome ) in relation to his or her expectations
Customer Satisfaction
Satisfaction is a fn of perceived performance & expectation
If P is less than E than c is dissatisfied If P is equal to E than C is Satisfied If P is greater than E than C is delighted
XEROX We shall never be 100% satisfied until you are too
Stays Buyer Longer Buys More Talks Favorably about Products Offers Ideas Costs Less than New Customer
Complaints and suggestions systems Customers satisfaction surveys Ghost shopping Lost customers analysis
Stakeholders
Processes
Resources
Organisation
Value chain
Value delivery network
Value chain Firm infrastructure Human resource management Technology development procurement
service
Primary activities
DuPont (fibres)
Milliken (fabrics)
Levis (Apparel)
Sears (Retail)
Attracting Customers Computing cost of lost customers Need for customers retention Relationship marketing
Attracting Customers
Customer Acquisition
Suspects Prospects
Presentations, negotiating
Disqualified prospects
Inactive or Ex-customers
A profitable customer is a person,household or company that over time yields a revenue stream that exceeds by an acceptable amount the companys cost stream of attracting, selling and servicing that customer
Positive Expectations
You have what they need You will solve their problem You will care You will be professional Your products & services are reliable You are trustworthy Business is valuable to you Expect you to be cheerful Your prices fair You stand behind your products/services
Negative Expectations
You will be unskilled You dont care You have no authority to handle situation Your product is poor in quality
Your product is over priced Your interest is to earn sale You are grouchy Their business is not important to you
You should accept sexual or racial harassment You accept unruly behaviour of them Unreasonable Accept dealing under Table Expectations Spend unproductive time with them They are always right You accept physical threats You are trained to take advantage of them Cater to their every whim More important than other customers You are personally responsible for all Their problems
TRANSECT
POSITIVE
NEEDS STORE
NEGATIVE No TR. Returns In hurry
Negative Set of
NEEDS SITUATIONS CIRCUMSTANCES PERSONALITY PREDISPOSITION CREATES -VE Expectations -ve Expectations Combined with a -ve response Will create CONFLICT
Negative Set of
NEEDS SITUATIONS CIRCUMSTANCES PERSONALITY PREDISPOSITION
Thru
Customer Care
1
PUT YOURSELF IN YOUR CUSTOMERS SHOES
2
CUSTOMER IS THE
BOSS
3
CUSTOMER IS THE PROFIT;
EVERY THING ELSE IS OVERHEAD
4
CUSTOMER IS PEOPLE: BUSINESS IS PEOPLE: PEOPLE ARE CUSTOMERS
RETAIL OUTLETS
NO.
Sales EM
Department stores Market outlets Neighborhood stores Specialty shops Hotels Restaurants Agrimarket Auto dealership Service stations Other services
6
COMMUNICATE CONTINUOUSLY WITH YOUR CUSTOMERS
Positive Expectations
You have what they need You will solve their problem You will care You will be professional Your products & services are reliable You are trustworthy Business is valuable to you Expect you to be cheerful Your prices fair You stand behind your products/services
Negative Expectations
You will be unskilled You dont care You have no authority to handle situation Your product is poor in quality
Your product is over priced Your interest is to earn sale You are grouchy Their business is not important to you
TRANSECT
POSITIVE
NEEDS STORE
NEGATIVE No TR. Returns In hurry
TOP GLOBAL RETAILERS Sr.No 1 2 3 4 40 68 RETAILER Wal-Mart KROGER SEARS METRO AG McDonald COOP ITALIA Country US US US US US ITALY Sales(MILd) 165,013 45352 41071 40357 13259 8249
8
BECOME A CUSTOMER ORIENTED BUSINESS
10
CUSTOMERS MUST BE GIVEN THE BEST POSSIBLE SERVICE
11
CUSTOMERS WANT ANSWERS TO THEIR PROBLEMS THEY ARE NOT IMPRESSED WITH YOUR 3 CS
12
FIGHT..FIGHTFIGHT.. FOR YOUR CUSTOMERS
13
LISTEN, LISTEN, LISTEN.TO YOUR CUSTOMERS
L ISTEN E CHOING THE ISSUE S YMPATHIZING T HANKING VALUATING UR OPTIONS E ESPONDING TO SITUATION R
14
EACH OF YOUR EMPLOYEES SHOULD VISIT YOUR CUSTOMERS
15
16
17
18
LEARN THE ART OF KNOWING WHEN TO SAY NO TO YOUR CUSTOMERS
THANKS