Good service creates customer satisfaction. Excellent service creates customer loyalty. Hence, by building service excellence into your organization, customer loyalty is increased which in turn results to profitable and sustainable business growth. Implementing an effective service strategy with a focus on retaining customers has proven to be more effective at increasing sales and profit, than mere marketing campaigns, promotions or advertising. Thus there is a strong correlation between service delivery and profit with research showing that a 5% increase in […]
Category Archives: Customer service
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The opportunity in customer complaints
The way to satisfy customers is to meet their expectations and treat them well. However, no organization can achieve 100% customer satisfaction. There will always be some customer dissatisfaction due to a variety of reasons. Hence, it is inevitable that any organization that has customers will get complaints. But are there many dissatisfied customers who complain? Unfortunately, no. Many dissatisfied customers do not complain. And if a customer does not complain and has an issue that is not resolved, they […]
Feb
10
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Customer Satisfaction: In which of these quadrants would you place your organization?
The level of customer satisfaction determines how successful an organization will be. Hence it is important to have a good understanding of what makes customers truly satisfied. It will help you to know how your organization is doing and contribute in seeking ways of possible improvement. From the customers’ perspective, satisfaction is made up of two major components – Customer Experience and Service Outcome. Customer experience is the customers’ perception of the service process or product acquisition process. It is […]
