Presented by

Naresh Bangeja Pratik Wasnik Vishal Shinde Rohan Sakpal Sharad Hake

Important people in business. Not dependent on org. organization depends. Not interruption but purpose of work. Life blood of business. A part of business, not outsiders.

Definition:Customer satisfaction refers to the extent to which customers are happy with the products and services provided by a business Complete customer satisfaction is achieved by understanding customer requirements and delivering superior quality goods & services.

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

       

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

Quality is what customer perceives to be. customer needs goes on changes Quality level needs are to be improved accordingly. According to a survey there are six customer perceptions.

1. Performance  Fitness for use  Product/ service is ready for use.  Availability  Reliability  Maintainability 2. Features  Secondary character  Extra facilities

3. Service
 Provide the service at right time, even though the customer dont complaint.

4. Warranty
 Represents a promise of a quality product.  Force the org to focus on customer needs.  Forces the org to correct the action system.  It attracts and build the market

5. Price
 Nowadays customer is ready to give high price towards Quality.  Expects to get good product in lower price.  Customers perception of value is continuously changing.  To Succeed the org should identify, verify the perception of value.

6. Reputation
 Customer wills to buy product from a known company.  Reputation brings market to the Org.  So org should strive for customer for life.

Quality Price Variety of Products Ambience and services Advertising and Promotion After Sales Service

The study of the interactions between consumers and organizations. Advertisers and advertisements are everywhere!
We are exposed to up to 3000 advertising messages a day Examples include signs, billboards, flyers, scented advertisements, TV, film previews

Factors Affecting Consumer Behavior: Psychological

Motivation

Beliefs and Attitudes

psychological Factors

Perception

Learning

Discover customer dissatisfaction Identify customer needs Discover priorities of Quality Compare performance with the competition. Determine opportunities for improvement.

Process of retaining the existing customers. Customer retention is powerful than customer satisfaction. Research  60% revenue- existing customer  96% customer dont 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.

For customer satisfaction it is necessary to establish and maintain certain important characteristics like: a. Quality b. Fair prices c. Good customer handling skills d. Efficient delivery e. Serious consideration of consumer complaints.

Thank You