C USTOMER S ATISFACTION STANDUPS: Amarjit Singh Garvit Srivastava Jaskaran Singh Kashish Gupta Tulika Singh Varun Sharma

 Customer ? 2  Important people in business.  Not dependent on organization - organization depends.  Not an interruption but purpose of work.  Doing a favor when they seek business but not vice versa.  Life blood of business.  A part of business and not an outsiders. When we talk of an organization at a whole, who exactly is a consumer?

3 InternalExternal Customer ? Outside the Organization like People who influence Purchase Inside the Organization like Employees

4 What is Customer Satisfaction ?

5 To the Customer ? Delivering Excellence The Delight Element Meeting the Promise of Being Heard

6 To the Producer ? A Promise of Growth Sustainability Generous Profits

7 What all can you do to provide Satisfaction – as a Producer ?

8 Performance Fitness for use Product/ service is ready for use. Availability Reliability Maintainability Features Secondary character Extra facilities Let’s Have a Look !

9 Warranty Represents a promise of quality product. Force the org to focus on customer needs. Forces the org to correct the action system. It attracts and builds the market Price Customer is ready to give high price towards Quality. Expects to get good product in lower price. Customer’s perception of value keeps changing.

10 Let’s Have a Look ! Services Provide the service at right time, even if the customers don’t complaint. Reputation Customer wills to buy product from a known company. Reputation brings market to the Org. So org should strive for customer for life.

11 So you are trying to say that Dissatisfaction is Injurious to Health ?

12 Facts with a Motive ! 96% of dissatisfied customers never complain to the business, but 91% will not make return purchases 70-85% of dissatisfaction is due to customer service not product; 68% of customers who stop buying do so because they perceive an employee as discourteous or indifferent Dissatisfied customers on average tell 12 friends of the poor service; satisfied people tell 5 friends (2:1 ratio)

13 Still think it doesn’t matter ? Well, think again.

14 What can cause Low Customer Satisfaction ?

15 LOW CUSTOMER SATISFACTION POOR SUPPORT LOW QUALITY PRODUCTHIGH PRICING Cost of Materials Ineffective Marketing Incompetent Employees Bad Design Poor Materials Wrong Answers Long Hold Times Fee Structure

16 How do I know my Satisfied Consumers ? :|

17 “What is the shortest word in the English language that contains the letters: abcdef? Answer: Feedback Don't forget that feedback is one of the essential elements of good communication.” Using Feedbacks

18 But why Feedbacks ? To get in various ideas! To know what they think of you. To get a scope of improvement… To see if your direction is right

19 And how do we exactly go about it ?

20 Comment cards Customer Questionnaire Focus groups Use the Tools ! Toll free telephone numbers Customer visit Internet- Bulletin Boards. Employee feedback. These are some of the conventional ways. It depends on one’s creativity to device better and more efficient methods of collecting responses.

21 Evaluating the Response ! MeasureSortConsiderPlanImplement

22 Customer Loyalty Grid ! 2. Zone of Satisfaction 3. Zone of Delight 1. Zone of Indifference 4. Zone of Loyalty ExpectedUn - Expected Stated Unstated

23 Key points to Develop Customer Loyalty ! Reliability Keeping your promise, doing what you said you will do. Doing things right the first time. Assurance Making the customer feel safe in their dealings with you, being thoroughly professional and ethical. Tangibles: How the product/service looks to the client, the appearance of personnel and equipment, etc. Assurance Making the customer feel safe in their dealings with you, being thoroughly professional and ethical. Tangibles: How the product/service looks to the client, the appearance of personnel and equipment, etc. Empathy: The degree to which the organization and service personnel understand the individual client Tangibles: How the product/service looks to the client, the appearance of personnel and equipment, etc. Empathy: The degree to which the organization and service personnel understand the individual client Responsiveness: The availability, accessibility and timeliness of the service. The ability to respond to enquiries and complaints in a timely fashion. Empathy: The degree to which the organization and service personnel understand the individual client Responsiveness: The availability, accessibility and timeliness of the service. The ability to respond to enquiries and complaints in a timely fashion. Reliability: Keeping your promise, doing what you said you will do. Doing things right the first time. Responsiveness: The availability, accessibility and timeliness of the service. The ability to respond to enquiries and complaints in a timely fashion. Reliability: Keeping your promise, doing what you said you will do. Doing things right the first time. Assurance: Making the customer feel safe in their dealings with you, being thoroughly professional and ethical.

24 T HANK Y OU