Customer statisfaction

1.

Customer satisfaction
Performed by:
Mosolova Victoria

2.

Content
1. What do you mean client?
2. What does satisfaction mean?
3. What the concept of customer satisfaction implies?
4. Understanding customer perceived value.
5. Interpreting customer satisfaction.
6. Monitoring satisfaction.
7. Defining product and service quality.
8. Using customer relationship management.
9. Attracting and retaining customers.
10. Conclusion

3.

Definition
Customer — a person (natural or legal) interested in the
performance of work by the contractor, the provision of
services to them or the purchase from the seller of any
product (in a broad sense). Sometimes it is assumed ordering,
but not necessarily.

4.

Definition
Satisfaction – a satisfactory reply to a complaint, or a
satisfactory solution to a problem

5.

The concept of customer satisfaction
.
The need to increase customer satisfaction:
• Satisfied customers are the most loyal customers.
Remember that it is much cheaper to keep one existing customer than to
attract one new one.
• Satisfied customers support the desire to attract new customers
because they give recommendations to friends and acquaintances.
Remember that customers are the best marketing tool. They have closer
contact with potential customers than any seller.

6.

Understanding customer perceived value
• Customers are value maximizers
VS.
• Choices and implications

7.

Interpreting customer satisfaction
Satisfaction:
• Person’s feelings of pleasure or
disappointment
• “Branded customer experience”

8.

Monitoring satisfaction
Measure satisfaction:
• Customer satisfaction as a marketing tool
• Resolve customer complaints

9.

Defining product and service quality
• Customer-centered
• Total quality: everyone’s job

10.

Using customer relationship management
One-to-one marketing
Identify prospects
Differentiate
Interact with individual customers
Customize offers

11.

Attracting and retaining customers
• Reducing defection
ASK: Am I spending more trying to run after
this lost customer than what he can actually
contribute to my profits?
• Retention dynamics

12.

Conclusion:
Attract and retain
loyal and satisfied customers
by giving them value and
Quality choices and
building relationships.

13.

Thank you for your
attention!