Customer satisfaction

The big management question "why should we implement customer satisfaction processes, as we are one of the best sales organisations..." can be best answered by using one of Kotler's quotes:

 

There will always, one can assume, be need for some selling. But the aim of marketing is to make selling superfluous. The aim of marketing is to know and understand the customer so well that the product or service fits him and sells it self. Ideally, marketing should result in a customer who is ready to buy. All that should be needed then is to make the product or service available.(Kotler)

 

For me,customer satisfaction means; the relationship between the firm and its customers, to create, build and maintain the right set of brand associations as an enabler for future business and loyal customers. Obviously customer satisfaction is often one of the strategic objectives of a marketing communication strategy plan.

 

I would like to share the way I look at customer satisfaction within this section. Customer satisfaction has many facets and thousands of specialist, just remember that all roads lead to Rome, this is just one of them. It's not theory behind it or plan A, B or C, it is all about the consistent excecution of every thing you've promissed plus just a little bit more.

 

Have fun reading the main topics and my slideshare presentation.

 

 

Main customer satisfaction topics:

 

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Customer satisfaction survey

Rovaha book customer satisfactionAny organisation has to listen to their customers and stakeholders. My study in customer satisfaction models have shown that the long-term success of a corporation is closely related to its ability to create and maintain loyal and satisfied customers, adapt to customer needs and changing preferences. Customer satisfaction is a crucial goal for most organizations.

In order to monitor customer satisfaction, and to take action for improving it, a number of different methods have been developed and tested. However, for the purpose of developing tangible applications for results a number of criteria have to be fulfilled in any such measurement system, not least if the ambition is to compare and benchmark. Once you understand what is driving customer satisfaction your are able to built sustainable customer relationships.

Unfortunately we often are not aware of the extent of satisfaction / dissatisfaction as long as we do not ask. In order to monitor customer satisfaction, and to take action for improving it, a number of different methods have been developed and tested. However, for the purpose of developing tangible applications for results a number of criteria have to be fulfilled in any such measurement system, not least if the ambition is to compare and benchmark.

I would like to share my customer satisfaction survey knowledge and experience with you. 

Have fun reading!

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Customer satisfaction models

Rovaha book customer satisfactionThis section will cover my research in customer satisfaction models. Customer satisfaction is a subject that personally intrigues me as a researcher and marketer, due to its scientific deepening and pragmatic character. It is currently and relevant of the management triangulation with angles from organizational strategy, business development and marketing strategy. Obviously customer satisfaction is one of the strategic objectives of the marketing strategy plan of many international corporations.

For me,customer satisfaction means; the relationship between the firm and its customers, to create, build and maintain the right set of brand associations as an enabler for future business and loyal customers. Obviously customer satisfaction is often one of the strategic objectives of a marketing communication strategy plan.

In the playing field of business administration, customer satisfaction fits within the sub-area of marketing management and communication strategy. For that reason customer satisfaction should be one of the strategic objectives of the marketing strategy plan of any organization.

I would like to share my customer satisfaction knowledge and experience with you. 

Have fun reading!