1. Customer Satisfaction
Presentation DCC
Customer Satisfaction

2. 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

3. 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...

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

5. 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

6. 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

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

8. Sometimes customers returning is not a good thing!!!
up to 2.58 minutes

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

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

11. 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

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

13. 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!

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

15. 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!

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

17. 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!

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

19. 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

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

21. 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

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

23. 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

24. Interesting, right?
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