This paper objective is customer satisfaction in the following sections:
(1) the definition of satisfaction and customer loyalty
(2) Why is the satisfaction and customer loyalty important?
(3) How to measure customer satisfaction and loyalty?
(4) What are the key success factors for customer satisfaction program.
(5) program of customer satisfaction as proactive, customer satisfaction and loyalty.
() 6 channels to listen to customers.
a. The regular surveys of customers.
b. Satisfaction surveys transaction.
Definition of satisfaction and customer loyalty
The first step in creating a program for customer satisfaction is to have a well-developed definition of customer satisfaction and loyalty. A proposed definition of satisfaction and customer loyalty are:
• Customer satisfaction is the result of a process.
• Customer satisfaction is a measure or indicator of the extent to which customers and users of company product or service with the products or services intended to satisfy.
• Customer satisfaction is a comparison of confidence in the perception of the experience.
Customer loyalty • refers to a relationship between a company and a client.
• Customer retention includes behaviors (also known as customer retention), where repeated purchases to customers of their current brand, rather than choosing, instead of a competing brand.
• The customer preferences are set to a client and his feelings about a product, service, relationship, brand or company associated with repeat purchases.
Importantly, satisfaction and customer loyalty are related but not always the other player. For example, a client may not be satisfied, but loyal. These customers are called “detainees”. It is also possible that a very satisfied customer, but not loyal. This situation occurs in the markets of mass consumption, with little or no product differentiation. Why customer satisfaction and customer loyalty is important? According to the Balanced Scorecard Institute: “The management philosophy is a recent awareness of the importance of customer service and demonstrates the satisfaction of each transaction. They are leading indicators: if customers are dissatisfied, they will eventually by finding other suppliers who need them. The poor results to the satisfaction of [customers] Malthusian perspective is an important indicator of the deterioration in the future, although the current financial situation in May Look Good ”
How do you measure customer satisfaction and loyalty?
The best way to measure customer satisfaction in order to get direct, unfiltered feedback from customers. The customer information includes:
• Customer satisfaction scores and customer loyalty (customer sees a score of 0 to 10)
• “Company XYZ you refer a friend or colleague?” There is a growing number of studies indicate that this issue is the most important measure of customer satisfaction and loyalty.
• customer behavior the planned and actual spending.
Based on information from customers, there is the industry standard results which can be calculated as the Net Promoter Score that measures customer satisfaction and loyalty) as regards the proportion of the most satisfied (what ‘called promoters and least satisfied (so-called enemies). Customer satisfaction and customer topology. topology customer segments in four classes of satisfaction and customer loyalty:
• Champions
• emotional support
• Captives
• Rebels
The main indicators of satisfaction and customer loyalty can be obtained by clicking on the key indicators of internal organization. For example, the Journal of Sales Outstanding (DSO) is an important indicator of the premise that satisfied customers pay their bills on time. If you decrease customer satisfaction, there is usually a corresponding increase in ASM.
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