Jun 15, 2014
BCL39 Customer Satisfaction
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Business Connections
Live Programme
39 Broadcast 11th June
2014
Good Customer Satisfaction and
Service is the lifeblood of any business. You can
offer promotions and slash prices to bring in as many new customers
as you want, but unless you can get some of those customers to come
back, your business won't be profitable for long.
Good customer satisfaction and service is all about bringing customers back. And about sending them away happy - happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers.
Customer Satisfaction
The intuitive link between customer satisfaction and loyalty is one that has been traditionally hard to quantify. Many market research companies agree that even “satisfied customers” will defect. Unfortunately this fact has done more to drive companies to inaction than it has to demonstrate the clear business gains that can be derived from maximising customer satisfaction. The problem is that customer satisfaction is seldom expressed in financial terms. Many organisations simply categorise customer satisfaction measurement as a form of “marketing intelligence”
instead of using it as a management tool to build the customer into their quality improvement processes and increase profit. As a result, companies often know the
cost of providing good service but they rarely know the cost of providing bad service.
Remember! Unhappy customers spread the word!!
Colin Bate is Sales Director of Unipart Automotive. Unipart Automotive supply the AA and other key national accounts with Automotive components
Colin focusses on business strategy, defining and implementing utilising the business strategic positioning. He builds on this and discusses how the single biggest differentiator in respect of customer satisfaction and on-going loyalty is if the highest possible levels of customer service and intimacy resulting in long term customer retention and growth
Colin re-enforces the following key points:
- Know where your competitors are strategically
- Define and agree your business strategy
- Engage all stake holders in the strategy of the business
- Implement the strategy ruthlessly within the organisation
- Measurement of customer service and satisfaction
- Develop on-going continuous improvement to add value to the customers and stay ahead of the competition
Getting these strategic points right results in:
- Customer retention
- Customer loyalty
- Customer revenue growth
- Customer referral
- Employee engagement and reward
http://www.unipartautomotive.com/
http://www.businessconnectionslive.com/ - Customer satisfaction, service & intimacy
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Business
Connections Live Programme 39 Customer Satisfaction
This is the Business Connections Live Business Channel On YouTube
Business Connections Live Programme 39. Broadcast
11th June 2014