Since “value reflects the sum of perceived tangible and intangible benefits to customer” (Kotler & Keller 2009, Pg. 14), this technique offers as profitable marketing strategy to retail stores. Value is important because it provides customer satisfaction. “Satisfaction reflects a person’s judgment of a product’s perceived performance in relationship to expectations” (Kotler & Keller 2009, Pg. 14).
Happy customers become repeat customers. Strive to help the customer can ultimately lead to better customer satisfaction. The benefits include: Saving time – can buy from
Turban explains this point with his explanation, he states that “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation. "(Turban 2002) As a returns employee, Sara’s goals and objectives center on satisfying the needs of the customers by giving them what they want, and more. Further, after Sara issues a customer’s refund, she immediately recommends a similar item, so as to retain business. She will then offer a 10% discount on the suggested item to further entice customer. In addition, “Sara will also try to work probing questions about the interest of the customer into the interaction so that she can advise him or her of upcoming sales in those areas, or direct him or her to existing sales that might not have been effectively advertised.”(Course
A customer service programme Introduction What is a customer service programme? Customer service is what your business delivers to achieve customer satisfaction. How does a business achieve customer satisfaction? • Giving the customer what they want and need. • Listening to the customer.
Satisfaction is obtained by a consumer when a product meets their expectations, a consumer is dissatisfied if a product falls below expectations and is delighted if a product exceeds expectations. Relationships are at the core of marketing. Marketing consists of creating, maintaining and enhancing strong, value-laden relationships with customers and other stakeholders. Part b. Customers will choose to buy a product that they believe offers them the most value, this perception of value leads to created expectations.
Customer service is something we do for customers that improves the customer’s experience and that happens before, during and after a purchase of services or products. According to Harris (2010) customer service is essential to any business because it will guarantee that the customer will give you good feedback and with that you will have a great reputation. Great repetition of the business will make for more business by new customers, and will keep your older customers returning. Another reason it is important is because customers are key to your company’s success. A positive customer service experience I have had personally was when I called my credit card company to dispute chargers.
The term “benefits” was perceived as the service quality provided by the salesperson and the satisfaction of the customer . The service quality is defined as a perceived judgment from the customers where they compare their expectations with the service they assumed to have received (Gronroos 1984). This was further elaborated through two variables which service quality is dependent on: expected service and perceived service. With a pervious service, it could influence the expectations of a customer, whereas the perceived service is the result of the perception of the customer towards the service provided. This refers to the attitudes, ability and responsiveness of the salesperson (Cheng & Chi
How does Ikea generate customer loyalty? IKEA has been using a lot of marketing strategies to attract customers to promote customer loyalty and generate customer loyalty, IKEA’s customer loyalty generated by meet customer’s demand, low prices, and promotional activities, in other words, the reason why customers are loyal to IKEA, is completely because IKEA meet the needs of most customers, I will explain how IKEA generate customer loyalty by using 4Ps and 4Cs. Product: IKEA emphasis on product beautiful design, durable, so consumers are satisfied with IKEA products. Price: IKEA's products pursuing beauty and utility and also maintaining low prices, so that meet the consumers product value satisfaction. Place: IKEA has a unique style of store display, compared to other furniture store, IKEA is more like a furniture supermarket, so that meet the consumers shopping style satisfaction.
Customer satisfaction surveys and focus groups are two popular methods for listening to customers. Customer Satisfaction Surveys Research indicates that independent customer satisfaction surveys are the first step to measuring your organizations ability to meet and exceed customer expectations for service. It is the most common best practice tool that is used by organizations to capture customer feedback. Focus Groups Listening to your customers in direct feedback sessions is another best practice and when utilized in conjunction with customer satisfaction surveys can be a very powerful communications tool. Focus groups provide an opportunity to strengthen customer ties by forming stronger one-on-one customer relationships.
Another benefit would be customer loyalty, which leads to repeat business and positive word of mouth advertisement to potential customers. B- Satisfy the supplier; it is in M&S’s best interests to keep their suppliers happy by paying them on time and giving them clear instructions. By keeping the supplier happy they are more likely to ensure that their products are up to a good quality standard and are delivered on time with minimal problems occurring. C-The final principle of TQM is continuous improvement. It would be unrealistic for