Customer Satisfaction Presentation DCC Customer Satisfaction

Presentation purpose -Describe the fundamentals of customer satisfaction as practiced in the private and commercial sectors....products -Encourage you to consider the transferability to local authority.... services -Describe customer satisfaction as delivered by a football club

Customer satisfaction The private sector has recognised the importance of customer satisfaction for many years Our customers have always had somewhere else to go. A management guru explains it all...

“There is only one valid definition of business purpose- to create a customer” Peter Drucker

However where one council had a monopoly with no competition..... A local authority, told that its bus drivers were speeding past queues of people with a smile and a wave of the hand replied that its impossible for drivers to keep their timetables if they have to stop for passengers Anon

Timetables, like league tables, don’t always deliver satisfied customers Customers can sometimes appear to be an obstacle to efficient services Customer loyalty is the critical objective for businesses

Customer satisfaction can be defined as...... “Selling goods that don’t come back to customers that do” anon

Sometimes customers returning is not a good thing!!! http://www.youtube.com/watch?v=npjOSLCR2hE up to 2.58 minutes

Customer satisfaction Communication Value Quality Customer is King Innovation Customer satisfaction People Market Place Does it work? Benefits and Solutions

Customer satisfaction Communication Value Communication Quality Customer is King Innovation Innovation Customer satisfaction People Market Place Does it work? Benefits and Solutions

Customer is King We are all in the business of satisfying customers Companies must involve all colleagues totally Customer satisfaction has to be the main criterion of any business or authority The customer is the most important asset of any enterprise Like colleagues they must be INFORMED ENGAGED EMPOWERED

Customer satisfaction Value Communication Communication Quality Customer is King Innovation Innovation Customer satisfaction People Market Place Does it work? Benefits and Solutions

Test your product or service, from a customer’s perspective! People Customers are people Companies are people Therefore relationships can be developed around: Experience Knowledge Availability Delivery of after sales service Other users’ opinions Test your product or service, from a customer’s perspective!

Customer satisfaction Value Communication Communication Quality Customer is King Innovation Innovation Customer satisfaction People Market Place Does it work? Benefits and Solutions

Customers want Benefits and Solutions Customer satisfaction is about problem solving and enabling achievement What does your product or service really deliver? Starbucks doesn’t sell expensive coffee. Starbucks solves the problem of where to find a comfortable, relaxing, sociable environment, where you can enjoy 40 minutes of friendly conversation with friends....priceless!

Customer satisfaction Communication Value Communication Quality Customer is King Innovation Innovation Customer satisfaction People Market Place Does it work? Benefits and Solutions

Check that your product/service does the job! Customers need it to “work” A product has 5 characteristics or potentials: 1: Design 2: Performance 3: Reliability 4: Maintainability 5: Delivery Each can satisfy or frustrate a customer Check that your product/service does the job!

Customer satisfaction Communication Value Communication Quality Customer is King Innovation Innovation Customer satisfaction People Market Place Does it work? Benefits and Solutions

Market place Customers form a market that needs to be understood Fact finding Research Product demand Forecasting Anticipate change Development of product Stimulate demand Evaluate How much? Budgeting What Price? Pricing Policy Selling goods Sales management Persuasive communication Advertising Identify priorities and concentrate on perceived weaknesses

Customer satisfaction Communication Value Communication Quality Customer is King Innovation Innovation Customer satisfaction People Market Place Does it work? Benefits and Solutions

Customers want Innovation Making some products at lower prices Making new and better products Creating and satisfying a new customer need Finding new uses for old products

Customer satisfaction Communication Value Communication Quality Customer is King Innovation Innovation Customer satisfaction People Market Place Does it work? Benefits and Solutions

Customers need Communication The actual performance of a product is its most powerful communication Word of mouth from users is key The advert or launch is a promise, the product delivers it Promise must have consistency with actual delivery

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