PRESENTED BY : YANIQUE GRANT (CUSTOMER RETENTION CONSULTANT) RELATIONSHIP BETWEEN CUSTOMER CARE AND QUALITY.

Slides:

Advertisements

Similar presentations

Company Name Here Partners’ names here.

Advertisements

Improving Patient & Employee Satisfaction. Allegiance’s Value Proposition 1. Improve your patient survey satisfaction scores (HCAHPS, Press Ganey, NRC.

Marketing for Hospitality and Tourism, 3e©2003 Pearson Education, Inc. Philip Kotler, John Bowen, James MakensUpper Saddle River, NJ Chapter 11:

IBM SPSS Solutions A SELECT INTERNATIONAL COMPANY.

Hostec 2010 Customer Loyalty Presentation Tel:

Goal 1: Define marketing and the marketing process.

Marketing 334 Consumer Behavior

Consumer Satisfaction 18 Chapter McGraw-Hill/Irwin Copyright © 2004 by The McGraw-Hill Companies, Inc. All rights reserved.

18/3/2003 Chapter 5 Building Customer Satisfaction, Value and Retention and Loyalty.

Learning Goals Define marketing and the marketing process.

Step 2. Analyze Internal Environment Tool To Identify Ability to Compete in Market.

Why Employee Engagement is Must?. What is Employee Engagement?  Employee engagement is a workplace approach designed to ensure that employees are committed.

Customer Relationship Management

Customer Value Management November, 2002 From anywhere… to anyone Janet LeBlanc Director, Canada Post.

5 Creating Customer Value, Satisfaction, and Loyalty

6 Copyright © 2012 Pearson Education, Inc. Publishing as Prentice Hall6-1 Value for Customers.

A FRAMEWORK for MARKETING MANAGEMENT

Goal 1: Define marketing and the marketing process.

Learning Goals Define marketing and the marketing process.

MARKETING. Standards… BCS-BE-36: The student demonstrates understanding of the concept of marketing and its importance to business ownership. BCS-BE-36:

Six Steps Customer Service to Improving. >CEO Celtis Ventures >Full-service venture marketing firm >Marketing, Advertising, Branding – A to Z >Twenty.

CULS Czech University of Life Science Introduction to marketing Richard Selby.

Chapter 10 Marketing.

Employee Training The value of training to a business.

Keeping Your Customers: Lessons to be learned from Call Centers Carol V. Trostle The Chamber, NW Business Council July 24, 2001.

Kotler / Armstrong 12e, Chapter 1 Marketing is _____. 1. the same as advertising and sales 2. not used by small corporations 3. about satisfying customer.

IBM SPSS Social Media Analytics A SELECT INTERNATIONAL COMPANY.

These days… These days companies are making an effort to promote the fact that they are “going green.” Organic and certified food products are selling.

GNVQ Business Intermediate Unit 5 – Customer Service.

Satisfaction and Loyalty. Customer Satisfaction versus Loyalty Satisfaction Satisfaction = Meeting minimum expectation Loyalty Loyalty = Exceeding customers.

Customer Satisfaction and Retention Chapter 15.2.

Customer Service & CRM Basics

©2007, Solid Oak Consulting, LLC1 Guerrilla Marketing for Consultants Thomas E. Long, President Solid Oak Consulting, LLC SolidOakConsulting.com Certified.

Customers’ basic needs Martin (1981) provides a good model to follow in identifying and describing the needs of customers: Identify basic human needs Know.

The Benefits of Customer Care to the Business, Staff & Customers Creating a Culture of Customer Care H1F0 34.

Level 2 Hospitality and Catering Principles (Food and Beverage) Day 8: Unit 24 - Principles of Customer Service in Hospitality, Leisure, Travel and Tourism.

What’s Marketing? Oxford Dictionary: Market : A place at which trade is conducted. Marketing: The action of buying or selling in a market.

Level 2 Hospitality and Catering Principles (Food and Beverage) Day 10 - Unit 71: Principles of Promoting Additional Services or Products to Customers.

Customer Data Segmentation: Keys to Growing the Top & Bottom Lines Harry Klein Customer Engagement Strategies, Inc.

PROMOTION. DEFINITION OF PROMOTION Communication used to inform, persuade and educate prospective customers about a product, service or company.

MARKETING. The action or business of promoting and selling products or services, including market research and advertising. MARKETING.

Marketing Strategy Planning Copyright © 2014 by The McGraw-Hill Companies, Inc. All rights reserved.

SELLING AND SALES MANGEMENT MARKETING-SALES INTERACTION & THE ROLE of SELLING.

Section 1.1 Marketing and the Marketing Concept. The Scope of Marketing Question: What is marketing? Marketing is the activity set of institutions, and.

Marketing Review 1.0 Presley G, Lauren F, Ryan S, Sydney S, Madison M, Shauna G.

Course Name: Principles of Marketing Code: MRK 152 Chapter: Six Services Building Customer Value.

Improve Your Customer Base with Our Spanish Answering Services

Unit 22.  The difference between the price at which a business buys a product and the price that it sells it for can be very large. This presents a business.

CUSTOMER SATISFACTION and RETENTION

5.03 Acquire a foundational knowledge of promotion to understand its nature and scope.

Marketing: Managing Profitable Customer Relationships

EFFECTIVE CUSTOMER CARE

Human Resource Management

Service - Profit Chain Inputs Outputs

A CHALLENGING TASK KEEPING PACE WITH THE DYNAMISM OF CHANGE CUSTOMER

6 Business Development Techniques Grow the Business Flawlessly

Marketing: Managing Profitable Customer Relationships

Brand Loyalty, Integrated Digital Offers and Social Media Engagement Solutions 1.

SEM A - Customer Relations

Inventory to Sales Ratios for U. S

Janet LeBlanc Director, Canada Post

Our analytic services for consumer goods companies and retailers

Chapter 1 Marketing: Creating Customer Value and Engagement Pre-Study

Our analytic services for consumer goods companies and retailers

Lesson 3 – Customer care excellence

Unit 3.23 How businesses operate

Marketing: Managing Profitable Customer Relationships

Our analytic services for consumer goods companies and retailers

Presentation transcript:

PRESENTED BY : YANIQUE GRANT (CUSTOMER RETENTION CONSULTANT) RELATIONSHIP BETWEEN CUSTOMER CARE AND QUALITY

What is Quality? Quality management is an organization-wide approach to understanding precisely what customers need and consistently delivering accurate solutions within budget, on time and with the minimum loss to society.

What is Customer Care? SATISFY EXCEED EMOTIONAL INTELLECTUAL + VALUE

Manufacturer Toyota Track & Trend analysis Customer Quality Service - Prevention Exceptional Service Complaint/Reques t Quality Customer Service

THE BENEFITS OF QUALITY SERVICE: oCustomer loyalty oIncreased sales and profit oIncreased customer base oMore frequent sales, repeat business, larger sales, order upgrading, reordering oSavings in marketing, advertising and promotion budgets oFewer complaints in an environment receptive to complaints; more complaints resolved, customers stay oPositive company reputation

 Differentiation  Improved team morale and productivity because customers respond positively to them  Improved team relations: people talk to each other because they are in better moods, doing work they more often enjoy  Fewer team grievances, absenteeism and tardiness  Less turnover

BENEFITS OF QUALITY CUSTOMER CARE

THANK YOU!!! LIKE US ON FOLLOW US ON