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OPERTQM
MIDTERMS (OPERTQM)
MODULE 4: Focus on Customers
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Cards (36)
A pleasant feeling that you get when you receive something you wanted, or when you have done something you wanted to do.
Satisfaction
The condition of having a desire or need fulfilled
Satisfaction
Refers to the degree to which a company's products, services, oroverall experience meets or exceeds the expectations of its customers.
Customer Satisfaction
Why is customer satisfaction important?
A satisfied customer is the best business strategy of all.
A feelings of support or duty towards someone or something.
Loyalty
The Customer Satisfaction and Loyalty Ladder
Awareness
Consideration
Purchase
Satisfaction
Repeat Purchase
Advocacy
Loyalty
Loyal customers provide:
Consistent revenue
Free marketing
Source of feedback that can help improve your business over time
CREATING SATISFIED CUSTOMERS
Quality Products and Services
Excellent Customer Service
Value for Money
Understanding Customer Needs
Personalization and Customization
Consistency Across All Touchpoints
Timely and Proactive Communication
After-Sales Support and Follow-up
Building Trust and Transparency
Continuous Improvement
Delivering reliable, high-quality products/services that meet customer expectations.
Quality Products and Services
Providing exceptional service during and after the purchase.
Excellent Customer Service
Offering products/services at a competitive price that reflects their quality and benefits.
Value for Money
Conducting market research, collecting feedback, and staying attuned to changing customer preferences.
Understanding Customer Needs
Offering customized solutions, whether in product offerings or communication, makes customers feel valued and understood.
Personalization and Customization
Consistency in messaging, service, and quality across multiple touchpoints and channels such as online, in-store, social media, customer support, etc.
Consistency Across All Touchpoints
Keeping customers informed, whether about product updates, shipping delays, or addressing complaints, is key to maintaining satisfaction.
Timely and Proactive Communication
Checking in on customers post-purchase, offering assistance, and handling returns efficiently are crucial to satisfaction.
After-Sales Support and Follow-Up
Being transparent about product limitations, pricing, and business practices helps customers feel more secure in their purchase decisions.
Building Trust and Transparency
Businesses must continually evolve and improve their products, services, and customer experiences based on feedback and industry trends.
Continuous Improvement
They are the essential requirements or problems that customers expect a product or service to fulfill or resolve
Customer Needs
Methods of Identifying Customer Needs
Direct Feedback
Observation
Customer Journey Mapping
Surveys, focus groups, interviews
Direct Feedback
Watching how customers use the product or service
Observation
Mapping out the entire experience to spot potential needs
Customer Journey Mapping
Tool used in capturing and analyzing customer feedback to understand their expectations, preferences, and aversions.
Voice of the Customer (VOC)
VOC Platforms
Qualtrics
Survey Monkey
Hubspot
VOC Sources
Direct
Methods
Indirect
Methods
Inferred
Methods
Surveys, interviews, focus groups, and customer complaints.
Direct Methods
Online reviews, social media interactions, call center transcripts, and customer support tickets.
Indirect Methods
Analyzing behavioral data such as purchase history, website navigation patterns, and customer churn rates.
Inferred Methods
Steps in analyzing customer information using VOC
Organizing the data
Sentiment analysis
Prioritizing the feedback
Identifying the customer needs and expectations
Linking feedback to business processes
Benefits of VOC Systems
Centralized Feedback Collection
Advanced Analytics
Real-Time Alerts
Closing the Feedback Loop
Customer-Centric Decision Making
Designing products and services based on customer insights to meet their needs effectively.
Customer-Centric Design
Adjusting production processes to align with customer expectations and quality standards.
Production Processes
Ensuring that service delivery processes are efficient and customer-friendly.
Service Delivery
Importance of Customer Relationship
Building trust and loyalty
Enhancing customer satisfaction
Encouraging repeat business and referrals
Strategies for Effective Customer Relationship Management
Creating a customer-centric culture
Implementing loyalty programs
Proactive communication and feedback mechanisms
Handling complaints and resolving issues effectively