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Customer satisfaction implies giving to them what they really want in terms of quality, time and place convenient to them. Today, the market being customer-oriented, market people adopt the strategy of first identifying their customers and then attending to their needs.
Customer loyalty is almost a necessity in the present market scenario. But this does not mean merely paying lip service . Neither should one take advantage of the availability of large number of customers for the products or services one offers paying no regard to their satisfaction, thinking tu nahi aur sahi. Customers deserve to be treated alike and provided with the regular servjce.
Besides meeting the basic needs of the customers, due consideration must also be given to their expectations. Better still, if they are treated in such a manner that it exceeds their expectations too.
Being alive to the customers needs and satisfaction, it is necessary to try and find the extent of their satisfaction from your products and services.
Nowadays, most of the corporate houses are not only focusing on building new clientele but they are perhaps concentrating more on retaining the existing customer base also-
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While initiating a new business, perhaps the most vital consideration you as an entrepreneur must analyse is what the customer needs now, what could be his requirement tomorrow and his fluctuating preferences. For this purpose, it is indispensable that you should be in constant touch with your customers. It helps you to know his changing needs. Marketing is a very major aspect of business and one cant run a business efficiently and profitably by neglecting it. You would better concentrate on satisfying the customers needs. This will mean
Suppose you buy a wristwatch of a reputed company from a local dealer and after four or five months it starts troubling you. When you hand over the watch to the companys service-centre for repairs, to your utter disappointment, they refuse to do anything saying its a spurious one. What willyou do? Or, you buy a shirt from a reputed shop and just after one wash, the fabric stretches at some places and the colour runs. You rush to the shopkeeper but he refuses to replace finding fault with your handling the same. Take another example. You buy an expensive
Marriott was named the top hotel chain in a customer satisfaction survey by the University of Michigans Ross School of Business. The American Customer Satisfaction Index measures customer satisfaction with the quality of products and services in a variety of categories, including hotels, airlines, energy utilities, express delivery, U.S. Postal Service, hospitals, fast food restaurants, cable and satellite television, and telecommunications services.
Marriott hotels scored a 79 out of 100. The survey compared four of the largest hotel chains and Marriott hotels were two points higher than their nearest competitor. This was the companys best score in the survey, which has
Symmetry Software of Scottsdale is among 10 finalists named in the Dell/National Federation of Independent Business Small Business Excellence in Customer Experience Award.
Symmetry specializes in payroll-related withholding tax software applications for the Internet and corporate intranets.
The computer maker and NFIB challenged small business owners to show how they have used information technology to drive a significant change or develop a competitive advantage to deliver superior customer value and experience. Finalists were selected by students of the Vanderbilt University Owen Graduate School of Management. The winner will be announced in July as part of a small business event
Its time for a little nostalgia
We take great pleasure in inviting the Part Time and Full Time PGDBA alumni to renew their ties with their alma mater
The events scheduled for the day - Seminar on Customer Relationship Management (CRM), Inauguration of LIBA Extension Centre and the alumni meet.
on December 10, 2000 (Sunday) at 3 p.m.
Venue : LIBA
Loyola Institute of Business Administration
Loyola College, Chennai-600 034.
LUCKNOW: While the country's leaders speak, the GOI public "feel good" gurus of management, a little further, and are now enthusiastic customers.
In a seminar, organised by the Indian Institute of Materials Management, Lucknow branch, speakers on the topic of "Customer delightment vis-à-vis material management." Umesh Bahadur, a professor at the Indian Institute of Management, Lucknow, spoke of the changes in the economy since the 1960 scenario. "From the time of" buyer attention ", we now have an age where we are talking, customers feel happy," said Bahadur.
Explanation of changes in attitude, he said, as a supplier of early officer and
Businesses worldwide are making a shift in their philosophy from a 'buyer beware market' where the onus of being responsible for a business deal only rests on the buyer to a 'seller beware market', that makes a seller liable for a bad deal.
Clearly it appears that the customer will have the last laugh. In India too, customers are increasingly becoming aware of their rights and the concept of customer-centric business practices appear to be in the offing in the days to come. Here customer relationship management or CRM plays a significant role as a marketing tool.
CRM is offered as a
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