Consumers Satisfaction

Paramjit sbarma

IT IS NO LONGER ENOUGH TO SATISFYCUSTOMERS YOU MUST DELIGHT HIM

McDonold

•23,500 Restaurants•109 countries•38million Customers Everyday• Serving Hamburger

McDonold

•People Flocking System Not Hamburger•High Standard Of QSCV• Quality• Service• Cleanliness• Value

•Works with Suppliers, Franchise Employees for Giving Better Value To Customers

Scope

•Customer satisfaction & Value•Having High Performance Business•Delivering Customer Value•Attracting & Retaining Customers•Adding Benefits•Implementing TQM

•Customer satisfaction & Value

•Customer Perceived Value

•Customer Satisfaction

CustomerDelivered

ValueTotal

Customervalue

TotalCustomer

Cost

Productvalue

ServiceValue

Personalvalue

Imagevalue

Monetary cost

Time cost

Energycost

Psychiccost

Customer Satisfaction

Satisfaction is a person’s feelings of pleasure or disappointment resulting from comparing a product’s perceived performance (or outcome ) in relation to his or her expectations

Customer Satisfaction

Satisfaction is a fn of perceived performance & expectation

•If P is less than E than c is dissatisfied•If P is equal to E than C is Satisfied•If P is greater than E than C is delighted

XEROXWe shall never be 100% satisfied until you are too

Highly Satisfied Customers

•Stays Buyer Longer•Buys More•Talks Favorably about Products•Offers Ideas•Costs Less than New Customer

Tools for measuringCustomers satisfaction

Complaints and suggestions systems

Customers satisfaction surveysGhost shopping

Lost customers analysis

High Performance Business

•Stakeholders

•Processes

•Resources

•Organisation & Corporate Culture

Stakeholders

Processes

Resources Organisation

Delivering customer valueAnd satisfaction

Value chain

Value delivery network

Firm infrastructure

Human resource management

Technology development

procurement

Inboundlogistics

operations

Outboundlogistics

MarkgAndsales

service

Mar

gin

margi

n

Primary activities

Sup

port

act

ivit

ies

Value chain

Value deliverednetwork

Milliken(fabrics)

Levi’s(Apparel)

Sears(Retail)

DuPont(fibres)

customerLevi Strauss’s value-Delivery network

Attracting and Retainingcustomers

Attracting Customers

Computing cost of lost customers

Need for customers retention

Relationship marketing

Attracting Customers

Customer Acquisition

Lead Generation

Lead Qualification

Account Conversion

Suspects

Prospects

Adv, PhoneExhibitions

InterviewingHot, cold, warm

Presentations, negotiating

Disqualifiedprospects

Inactive orEx-customers

Customer developmentProcess

susp

ect

s pro

spect

s 1st tim

ecu

stom

ers

Rep

eat

custo

mer

s

clien

ts

mem

be

rs Ad

voca

tes p

artn

ers

Three valueBuilding approaches

Adding financial benefits

Adding social benefits

Adding structural ties

Profitability &Quality concepts

A profitable customer is a person,household or company that over time yields a revenue stream that exceeds by an acceptable amount the company’s cost stream of attracting, selling and servicing that customer

TQM is an organisational approach to continuously improving the

quality Of all the processes, products and services

PositiveExpectations

•You have what they need•You will solve their problem•You will care•You will be professional•Your products & services are reliable•You are trustworthy•Business is valuable to you•Expect you to be cheerful•Your prices fair•You stand behind your products/services

NegativeExpectations

Your product is over pricedYour interest is to earn saleYou are grouchyTheir business is not important to you

You will be unskilledYou don’t careYou have no authority to handle situationYour product is poor in quality

You should accept sexual or racial harassmentYou accept unruly behaviour of themAccept dealing under TableSpend unproductive time with themThey are always rightYou accept physical threatsYou are trained to take advantage of themCater to their every whimMore important than other customersYou are personally responsible for all Their problems

Unreasonable Expectations

NEEDS STORE

POSITIVE

NEGATIVE

TRANSECT

No TR.ReturnsIn hurry

CUSTOMERS PERSONAL SITUATIONS

AT ANY GIVEN TIME WE ARE ALL UNDER SOME DEGREE OF STRESSSOMETIMES STRESS IS +VE & PRODUCTIVE

OTHER TIMES IT IS –VE & DESTRUCTIVEPersonal situations may include troubles like

-divorce-constrained relations-loss of someone close-loss of job-stress of job

Negative Set of

•NEEDS•SITUATIONS•CIRCUMSTANCES•PERSONALITY•PREDISPOSITION

CREATES

-VE Expectations

-ve ExpectationsCombined with a

-ve response Will create

CONFLICT

Negative Set of

•NEEDS•SITUATIONS•CIRCUMSTANCES•PERSONALITY•PREDISPOSITION

CREATES-VE Expectations

Convert –ve Thoughts ToPositive Thoughts

ThruCustomerCare

11

PUT YOURSELF IN YOURPUT YOURSELF IN YOURCUSTOMER’S SHOESCUSTOMER’S SHOESPUT YOURSELF IN YOURPUT YOURSELF IN YOURCUSTOMER’S SHOESCUSTOMER’S SHOES

22

CUSTOMER IS THECUSTOMER IS THE

BOSSBOSS

33

CUSTOMER IS THE PROFITCUSTOMER IS THE PROFIT; ; EVERYEVERYTHING ELSE IS OVERHEADTHING ELSE IS OVERHEAD

44

CUSTOMER IS PEOPLE:CUSTOMER IS PEOPLE:BUSINESS IS PEOPLE:BUSINESS IS PEOPLE:PEOPLE ARE CUSTOMERSPEOPLE ARE CUSTOMERS

RETAIL OUTLETS

Department storesMarket outletsNeighborhood storesSpecialty shopsHotelsRestaurantsAgrimarket Auto dealershipService stationsOther services

6153731

184720015042126 4

1840222020393192189455523945

Sales EMNO.

55

THE PURPOSE OF YOUR BUSINESSTHE PURPOSE OF YOUR BUSINESSIS TO CREATE CUSTOMERSIS TO CREATE CUSTOMERS

66

COMMUNICATE CONTINUOUSLYCOMMUNICATE CONTINUOUSLYWITH YOUR CUSTOMERSWITH YOUR CUSTOMERS

77

SERVE YOUR TOP 100 CUSTOMERSSERVE YOUR TOP 100 CUSTOMERSTHE BEST YOU CANTHE BEST YOU CAN

PositiveExpectations

•You have what they need•You will solve their problem•You will care•You will be professional•Your products & services are reliable•You are trustworthy•Business is valuable to you•Expect you to be cheerful•Your prices fair•You stand behind your products/services

NegativeExpectations

Your product is over pricedYour interest is to earn saleYou are grouchyTheir business is not important to you

You will be unskilledYou don’t careYou have no authority to handle situationYour product is poor in quality

NEEDS STORE

POSITIVE

NEGATIVE

TRANSECT

No TR.ReturnsIn hurry

TOP GLOBAL RETAILERS

Sr.No RETAILER Country Sales(MILd)

1 Wal-Mart US 165,013

2 KROGER US 45352

3 SEARS US 41071

4 METRO AG US 40357

40 McDonald US 13259

68 COOP ITALIA ITALY 8249

88

BECOME A CUSTOMER –ORIENTEDBECOME A CUSTOMER –ORIENTEDBUSINESSBUSINESS

99

DEVELOP CUSTOMER ORIENTEDDEVELOP CUSTOMER ORIENTEDPOLICIES AND PROCEDURESPOLICIES AND PROCEDURES

1010

CUSTOMERS MUST BE GIVEN THECUSTOMERS MUST BE GIVEN THE BEST POSSIBLE SERVICEBEST POSSIBLE SERVICE

1111

CUSTOMERS WANT ANSWERS TOCUSTOMERS WANT ANSWERS TOTHEIR PROBLEMSTHEIR PROBLEMS

THEY ARE NOT IMPRESSED WITHTHEY ARE NOT IMPRESSED WITHYOUR 3 C’SYOUR 3 C’S

1212

FIGHT..FIGHT…FIGHT.. FORFIGHT..FIGHT…FIGHT.. FORYOUR CUSTOMERSYOUR CUSTOMERS

1313

LISTEN, LISTEN, LISTEN, LISTEN, LISTEN….TOLISTEN….TOYOUR CUSTOMERSYOUR CUSTOMERS

LESTER

ISTEN

CHOING THE ISSUE

YMPATHIZING

HANKING

VALUATING UR OPTIONS

ESPONDING TO SITUATION

1414

EACH OF YOUR EACH OF YOUR EMPLOYEES EMPLOYEES SHOULD VISIT YOUR SHOULD VISIT YOUR CUSTOMERSCUSTOMERS

1515

KEEP ON CHECKING WITH KEEP ON CHECKING WITH YOURYOURCUSTOMERS ABOUT YOURCUSTOMERS ABOUT YOUREMPLOYEES’ ATTITUDEEMPLOYEES’ ATTITUDE

1616

SOLVE THE SMALL PROBLEMS OFYOUR CUSTOMERS TODAY

1717

DISSATISFIED CUSTOMERSDISSATISFIED CUSTOMERSARE YOUR BEST TEACHERSARE YOUR BEST TEACHERS

1818

LEARN THE ART OF KNOWINGLEARN THE ART OF KNOWING

WHEN TO SAY WHEN TO SAY NO NO TO YOURTO YOURCUSTOMERSCUSTOMERS

THANKS