Consumers Satisfaction

Paramjit sbarma

IT IS NO LONGER ENOUGH TO SATISFY CUSTOMERS YOU MUST DELIGHT HIM

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

•Customer satisfaction & Value

•Customer Perceived Value •Customer Satisfaction

Total Customer value Product value Service Value Personal value Image value

Customer Delivered Value

Total Customer Cost Monetary cost Time cost Energy cost Psychic cost

Customer Satisfaction

Satisfaction is a person’s feelings of pleasure or disappointment resulting from comparing a product’s 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

Highly Satisfied Customers

•Stays Buyer Longer •Buys More •Talks Favorably about Products •Offers Ideas •Costs Less than New Customer

Tools for measuring Customers satisfaction

Complaints and suggestions systems Customers satisfaction surveys Ghost shopping Lost customers analysis

High Performance Business

Stakeholders

•Stakeholders •Processes •Resources

Processes
Resources
Organisation

•Organisation & Corporate Culture

Delivering customer value And satisfaction

Value chain
Value delivery network

Value chain Firm infrastructure Human resource management Technology development procurement
Support activities
ma rg

Primary activities

Ma rg

Inbound operations logistics

Outbound Markg logistics And sales

service
in

in

DuPont (fibres)

Value delivered network

Milliken (fabrics)

Levi’s (Apparel)

Sears (Retail)

customer Levi Strauss’s valueDelivery network

Attracting and Retaining customers

Attracting Customers Computing cost of lost customers Need for customers retention Relationship marketing

Attracting Customers
Customer Acquisition

Lead Generation Lead Qualification
Account Conversion

Suspects Prospects

Adv, Phone Exhibitions
Interviewing Hot, cold, warm

Presentations, negotiating

Customer development Process

partners

Advocates

members

Repeat customers
1st time customers

prospects

suspects

Disqualified prospects

Inactive or Ex-customers

clients

Three value Building approaches

Adding financial benefits Adding social benefits Adding structural ties

Profitability & Quality concepts

A profitable customer is a person,household or company that over time yields a revenue stream that exceeds by an acceptable amount the company’s cost stream of attracting, selling and servicing that customer

TQM is an organisational approach to continuously improving the
quality Of all the processes, products and services

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 don’t 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

CUSTOMERS PERSONAL SITUATIONS
AT ANY GIVEN TIME WE ARE ALL UNDER SOME DEGREE OF STRESS SOMETIMES STRESS IS +VE & PRODUCTIVE OTHER TIMES IT IS –VE & DESTRUCTIVE  -divorce

Personal situations may include troubles like -constrained relations -loss of someone close -loss of job -stress of job

Negative Set of
•NEEDS •SITUATIONS •CIRCUMSTANCES •PERSONALITY •PREDISPOSITION CREATES -VE Expect ations -ve Expectations Combined with a -ve response Will create CONFLICT

Negative Set of
•NEEDS •SITUATIONS •CIRCUMSTANCES •PERSONALITY •PREDISPOSITION -VE Expect ations CREATES

Convert –ve Thoughts To Positive Thoughts

Thru
Customer Care

1
PUT YOURSELF IN YOUR CUSTOMER’S 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

61 537 31 18 47 200 150 42 126 4

1840 2220 20 39 319 218 945 552 394 5

5
THE PURPOSE OF YOUR BUSINESS IS TO CREATE CUSTOMERS

6
COMMUNICATE CONTINUOUSLY WITH YOUR CUSTOMERS

7
SERVE YOUR TOP 100 CUSTOMERS THE BEST YOU CAN

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 don’t 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 GLOB AL R ETA IL ER S 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

9
DEVELOP CUSTOMER ORIENTED POLICIES AND PROCEDURES

10
CUSTOMERS MUST BE GIVEN THE BEST POSSIBLE SERVICE

11
CUSTOMERS WANT ANSWERS TO THEIR PROBLEMS THEY ARE NOT IMPRESSED WITH YOUR 3 C’S

12
FIGHT..FIGHT…FIGHT.. FOR YOUR CUSTOMERS

13
LISTEN, LISTEN, LISTEN….TO YOUR CUSTOMERS

L ISTEN E CHOING THE ISSUE S YMPATHIZING T HANKING E VALUATING UR OPTIONS RESPONDING TO SITUATION

14
EACH OF YOUR EMPLOYEES SHOULD VISIT YOUR CUSTOMERS

15
KEEP ON CHECKING WITH YOUR CUSTOMERS ABOUT YOUR EMPLOYEES’ ATTITUDE

16

SOLVE THE SMALL PROBLEMS OF YOUR CUSTOMERS TODAY

17

DISSATISFIED CUSTOMERS ARE YOUR BEST TEACHERS

18
LEARN THE ART OF KNOWING WHEN TO SAY NO TO YOUR CUSTOMERS

THANKS

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