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Consumers Satisfaction
Paramjit sbarma
IT IS NO LONGER ENOUGH TO SATISFYCUSTOMERS 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
CustomerDelivered
ValueTotal
Customervalue
TotalCustomer
Cost
Productvalue
ServiceValue
Personalvalue
Imagevalue
Monetary cost
Time cost
Energycost
Psychiccost
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
XEROXWe 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 measuringCustomers satisfaction
Complaints and suggestions systems
Customers satisfaction surveysGhost shopping
Lost customers analysis
High Performance Business
•Stakeholders
•Processes
•Resources
•Organisation & Corporate Culture
Stakeholders
Processes
Resources Organisation
Delivering customer valueAnd satisfaction
Value chain
Value delivery network
Firm infrastructure
Human resource management
Technology development
procurement
Inboundlogistics
operations
Outboundlogistics
MarkgAndsales
service
Mar
gin
margi
n
Primary activities
Sup
port
act
ivit
ies
Value chain
Value deliverednetwork
Milliken(fabrics)
Levi’s(Apparel)
Sears(Retail)
DuPont(fibres)
customerLevi Strauss’s value-Delivery network
Attracting and Retainingcustomers
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, PhoneExhibitions
InterviewingHot, cold, warm
Presentations, negotiating
Disqualifiedprospects
Inactive orEx-customers
Customer developmentProcess
susp
ect
s pro
spect
s 1st tim
ecu
stom
ers
Rep
eat
custo
mer
s
clien
ts
mem
be
rs Ad
voca
tes p
artn
ers
Three valueBuilding 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
PositiveExpectations
•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
NegativeExpectations
Your product is over pricedYour interest is to earn saleYou are grouchyTheir business is not important to you
You will be unskilledYou don’t careYou have no authority to handle situationYour product is poor in quality
You should accept sexual or racial harassmentYou accept unruly behaviour of themAccept dealing under TableSpend unproductive time with themThey are always rightYou accept physical threatsYou are trained to take advantage of themCater to their every whimMore important than other customersYou are personally responsible for all Their problems
Unreasonable Expectations
NEEDS STORE
POSITIVE
NEGATIVE
TRANSECT
No TR.ReturnsIn hurry
CUSTOMERS PERSONAL SITUATIONS
AT ANY GIVEN TIME WE ARE ALL UNDER SOME DEGREE OF STRESSSOMETIMES STRESS IS +VE & PRODUCTIVE
OTHER TIMES IT IS –VE & DESTRUCTIVEPersonal situations may include troubles like
-divorce-constrained relations-loss of someone close-loss of job-stress of job
Negative Set of
•NEEDS•SITUATIONS•CIRCUMSTANCES•PERSONALITY•PREDISPOSITION
CREATES
-VE Expectations
-ve ExpectationsCombined with a
-ve response Will create
CONFLICT
Negative Set of
•NEEDS•SITUATIONS•CIRCUMSTANCES•PERSONALITY•PREDISPOSITION
CREATES-VE Expectations
Convert –ve Thoughts ToPositive Thoughts
ThruCustomerCare
11
PUT YOURSELF IN YOURPUT YOURSELF IN YOURCUSTOMER’S SHOESCUSTOMER’S SHOESPUT YOURSELF IN YOURPUT YOURSELF IN YOURCUSTOMER’S SHOESCUSTOMER’S SHOES
22
CUSTOMER IS THECUSTOMER IS THE
BOSSBOSS
33
CUSTOMER IS THE PROFITCUSTOMER IS THE PROFIT; ; EVERYEVERYTHING ELSE IS OVERHEADTHING ELSE IS OVERHEAD
44
CUSTOMER IS PEOPLE:CUSTOMER IS PEOPLE:BUSINESS IS PEOPLE:BUSINESS IS PEOPLE:PEOPLE ARE CUSTOMERSPEOPLE ARE CUSTOMERS
RETAIL OUTLETS
Department storesMarket outletsNeighborhood storesSpecialty shopsHotelsRestaurantsAgrimarket Auto dealershipService stationsOther services
6153731
184720015042126 4
1840222020393192189455523945
Sales EMNO.
55
THE PURPOSE OF YOUR BUSINESSTHE PURPOSE OF YOUR BUSINESSIS TO CREATE CUSTOMERSIS TO CREATE CUSTOMERS
66
COMMUNICATE CONTINUOUSLYCOMMUNICATE CONTINUOUSLYWITH YOUR CUSTOMERSWITH YOUR CUSTOMERS
77
SERVE YOUR TOP 100 CUSTOMERSSERVE YOUR TOP 100 CUSTOMERSTHE BEST YOU CANTHE BEST YOU CAN
PositiveExpectations
•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
NegativeExpectations
Your product is over pricedYour interest is to earn saleYou are grouchyTheir business is not important to you
You will be unskilledYou don’t careYou have no authority to handle situationYour product is poor in quality
NEEDS STORE
POSITIVE
NEGATIVE
TRANSECT
No TR.ReturnsIn hurry
TOP GLOBAL RETAILERS
Sr.No RETAILER Country Sales(MILd)
1 Wal-Mart US 165,013
2 KROGER US 45352
3 SEARS US 41071
4 METRO AG US 40357
40 McDonald US 13259
68 COOP ITALIA ITALY 8249
88
BECOME A CUSTOMER –ORIENTEDBECOME A CUSTOMER –ORIENTEDBUSINESSBUSINESS
99
DEVELOP CUSTOMER ORIENTEDDEVELOP CUSTOMER ORIENTEDPOLICIES AND PROCEDURESPOLICIES AND PROCEDURES
1010
CUSTOMERS MUST BE GIVEN THECUSTOMERS MUST BE GIVEN THE BEST POSSIBLE SERVICEBEST POSSIBLE SERVICE
1111
CUSTOMERS WANT ANSWERS TOCUSTOMERS WANT ANSWERS TOTHEIR PROBLEMSTHEIR PROBLEMS
THEY ARE NOT IMPRESSED WITHTHEY ARE NOT IMPRESSED WITHYOUR 3 C’SYOUR 3 C’S
1212
FIGHT..FIGHT…FIGHT.. FORFIGHT..FIGHT…FIGHT.. FORYOUR CUSTOMERSYOUR CUSTOMERS
1313
LISTEN, LISTEN, LISTEN, LISTEN, LISTEN….TOLISTEN….TOYOUR CUSTOMERSYOUR CUSTOMERS
LESTER
ISTEN
CHOING THE ISSUE
YMPATHIZING
HANKING
VALUATING UR OPTIONS
ESPONDING TO SITUATION
1414
EACH OF YOUR EACH OF YOUR EMPLOYEES EMPLOYEES SHOULD VISIT YOUR SHOULD VISIT YOUR CUSTOMERSCUSTOMERS
1515
KEEP ON CHECKING WITH KEEP ON CHECKING WITH YOURYOURCUSTOMERS ABOUT YOURCUSTOMERS ABOUT YOUREMPLOYEES’ ATTITUDEEMPLOYEES’ ATTITUDE
1616
SOLVE THE SMALL PROBLEMS OFYOUR CUSTOMERS TODAY
1717
DISSATISFIED CUSTOMERSDISSATISFIED CUSTOMERSARE YOUR BEST TEACHERSARE YOUR BEST TEACHERS
1818
LEARN THE ART OF KNOWINGLEARN THE ART OF KNOWING
WHEN TO SAY WHEN TO SAY NO NO TO YOURTO YOURCUSTOMERSCUSTOMERS
THANKS
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