"A customer is the most important person ever in the company/organization. A customer is not dependent on us, we are dependent on him. A customer is not the interruption of our work, he is the purpose of it. We are not doing a favor by serving customers, they are doing the favor by giving us the opportunity to do so. A customer is not someone to argue with, nobody ever won an argument with a customer. A customer is a person who brings us his wants-it is our job to handle them profitably to him and to ourselves."
Business always starts and closes with customers and hence the customers must be treated as the King of the market. All the business enhancements, profit, status, image etc of the organization depends on customers. Hence it is important for all the organizations to meet all the customers’ expectations and identify that they are satisfied customer. Customer satisfaction is the measure of how the needs and responses are collaborated and delivered to excel customer expectation. It can only be attained if the customer has an overall good relationship with the supplier. In today’s competitive business marketplace, customer satisfaction is an important performance exponent and basic differentiator of business strategies. Hence, the more is customer satisfaction; more is the business and the bonding with customer.
Customer satisfaction is a part of customer’s experience that exposes
a supplier’s behavior on customer’s expectation. It also depends on how efficiently it is managed and how promptly services are provided. This satisfaction could be related to various business aspects like marketing, product manufacturing, engineering, quality of products and services, responses customer’s problems and queries, completion of project, post delivery services, complaint management etc. Customer satisfaction is the overall essence of the impression about the supplier by the customers. This impression which a customer makes regarding supplier is the sum total of all the process he goes through, right from communicating supplier before doing any marketing to post delivery options and services and managing queries or complaints post delivery. During this process the customer comes across working environment of various departments and the type of strategies involved in the organization. This helps the customer to make strong opinion about the supplier which finally results in satisfaction or dissatisfaction.
a supplier’s behavior on customer’s expectation. It also depends on how efficiently it is managed and how promptly services are provided. This satisfaction could be related to various business aspects like marketing, product manufacturing, engineering, quality of products and services, responses customer’s problems and queries, completion of project, post delivery services, complaint management etc. Customer satisfaction is the overall essence of the impression about the supplier by the customers. This impression which a customer makes regarding supplier is the sum total of all the process he goes through, right from communicating supplier before doing any marketing to post delivery options and services and managing queries or complaints post delivery. During this process the customer comes across working environment of various departments and the type of strategies involved in the organization. This helps the customer to make strong opinion about the supplier which finally results in satisfaction or dissatisfaction.
Customer satisfying = meeting expectations
or
Customer satisfaction = expected service - received or perceived service
- The degree of satisfaction provided by the goods or services of a company as measured by the number of repeat customers.
- The degree of which customer expectations of a product or service are met or exceeded.
Moreover there is difference between "customer satisfaction and customer delight"
Customer Satisfaction is broadly the difference between how a customer perceives he or she was treated and how a customer expected to be treated. If the customer's perception of the treatment is the same as the customer's expectations, then the customer is 'satisfied'.
Customer Delight occurs when the customer's expectations are radically exceeded, this is the sensation by the customer when the service process or outcomes radically exceeds what was expected - when the added value from the customer service is unusually impressive, or there is some other feature of the customer - service delivery that makes the whole event memorable.
e.g. by an amazingly rapid response time, by generous restitution offers, by a very helpful delivery and assembly process, or by an unusually positive level of customer service (especially from an organization not hitherto noted for its service orientation).
The distinction 'satisfaction' implies a 'taken-for-granted' acceptance of what was expected, whereas 'delight' suggests a memorable customer experience.
"Customer Satisfaction" is not a suitable goal for customer service, because it implies a level of perception which is no more than neutral, a kind of taken-for-granted stance.
The proper goal for customer service is "Customer delight" in which the level of service provided is truly memorable, exceptional, remarkable, well beyond the routine.
Customer is like a god to the business person. If there is no customer satisfaction, the products and services are meaningless to the customer, and hence no business can prosper in that circumstances. To create customer satisfaction you have to understand what he wants and then create value to your product/service, present it to the customer and do it for all bunch of potential customers, consistently.
ReplyDeleteRegards,
Jammie
MultiChannel eCommerce Sales Consultant