09 d31e0024
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Customers want reliable, high-quality products and services that are easy to access along with great support. To achieve this, companies must build quality products based on customer input, create ways for customers to provide feedback, and foster a customer-focused culture. They also need consistent service across all relationship phases, properly trained staff, and processes tailored for each customer's lifecycle. If companies deliver on these things while measuring satisfaction, retention, and growth, they will have many happy customers and shareholders, leading to more revenue.
09 d31e0024
- 1. Customer Satisfaction Strategy MBA 2 nd YEAR IIET
- 2. What do customers want? Great support and service Reliable, quality product Easy to do business with Easily accessible information
- 3. What do we need to do? Develop/Build a Quality product High quality, Feature rich Create ways to capture customer input Product direction Service needs Create a customer-focused company culture Share customer successes Share responsibility for customer issues
- 4. What more do we need to do? Deliver consistent service and support Develop processes for each relationship phase Staff the right people Maintain employee through training
- 5. Goals 100% customer references 80% of customers issues resolved via the web, email or chat High customer retention rates Customer Satisfaction Rating
- 6. Measurements Customer Sat Surveys New customers Retention rates % of Customer References Usage growth within existing customers
- 7. Results Lots of Happy Customers Lots of Revenue Happy Employees Happy Shareholders and Investors
- 8. THANK YOU