MODULE 4: Focus on Customers

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
    1. Awareness
    2. Consideration
    3. Purchase
    4. Satisfaction
    5. Repeat Purchase
    6. Advocacy
    7. Loyalty
  • Loyal customers provide:
    • Consistent revenue
    • Free marketing
    • Source of feedback that can help improve your business over time
  • CREATING SATISFIED CUSTOMERS
    1. Quality Products and Services
    2. Excellent Customer Service
    3. Value for Money
    4. Understanding Customer Needs
    5. Personalization and Customization
    6. Consistency Across All Touchpoints
    7. Timely and Proactive Communication
    8. After-Sales Support and Follow-up
    9. Building Trust and Transparency
    10. 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
    1. Organizing the data
    2. Sentiment analysis
    3. Prioritizing the feedback
    4. Identifying the customer needs and expectations
    5. 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