What is Customer Satisfaction ?
Business always starts and closes with customers and hence the customers must be treated as the King of the market. All the business enhancements, profit, status, image etc of the organization depends on customers. Hence it is important for all the organizations to meet all the customers expectations and identify that they are satisfied customer.
Customer satisfaction is the measure of how the needs and responses are collaborated and delivered to excel customer expectation. It can only be attained if the customer has an overall good relationship with the supplier. In todays competitive business marketplace, customer satisfaction is an important performance exponent and basic differentiator of business strategies. Hence, the more is customer satisfaction; more is the business and the bonding with customer.
Customer satisfaction is a part of customers experience that exposes a suppliers behavior on customers expectation. It also depends on how efficiently it is managed and how promptly services are provided. This satisfaction could be related to various business aspects like marketing, product manufacturing, engineering, quality of products and services, responses customers problems and queries, completion of project, post delivery services, complaint management etc.
Customer satisfaction is the overall essence of the impression about the supplier by the customers. This impression which a customer makes regarding supplier is the sum total of all the process he goes through, right from communicating supplier before doing any marketing to post delivery options and services and managing queries or complaints post delivery. During this process the customer comes across working environment of various departments and the type of strategies involved in the organization. This helps the customer to make strong opinion about the supplier which finally results in satisfaction or dissatisfaction.
Customers perception on supplier helps the customer choose among the supplier on basis of money value and how well the delivered products suit all the requirements. The suppliers services never diminishes after the delivery as customer seeks high values post marketing services which could help them use and customize the delivered product more efficiently. If he is satisfied with the post marketing services then there are good chances for supplier to retain the customers to enhance repeated purchases and make good business profits.
It is necessarily required for an organization to interact and communicate with customers on a regular basis to increase customer satisfaction. In these interactions and communications it is required to learn and determine all individual customer needs and respond accordingly. Even if the products are identical in competing markets, satisfaction provides high retention rates. For example, shoppers and retailers are engaged with frequent shopping and credit cards to gain customer satisfaction, many high end retailers also provide membership cards and discount benefits on those cards so that the customer remain loyal to them.
Higher the satisfaction level, higher is the sentimental attachment of customers with the specific brand of product and also with the supplier. This helps in making a strong and healthy customer-supplier bonding. This bonding forces the customer to be tied up with that particular supplier and chances of defection very less. Hence customer satisfaction is very important panorama that every supplier should focus on to establish a renounced position in the global market and enhance business and profit.
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- Customer Relationship Management
- Origin of CRM
- Features of CRM
- Importance of CRM
- CRM and Marketing
- CRM and HR
- Misunderstandings about CRM
- Benefits and Challenges of CRM Software
- What is Customer Relationship
- Types of Customers
- Orientation of Customers
- Customer Modeling
- Customer Profiling
- Regression Scoring
- Quality of Relatiosnhip with Customers
- Need of Relatiosnhip with Customers
- Customer Relationship with Supplier
- Cost Sensitivity of Customers
- Bargaining Power of Customers
- Customer Relationship Measurement
- Market Research and CRM
- Market Research Process
- Desk Research
- Field Research
- Data Analysis and Compilation
- Report Preparation
- Action Plan in Report Preparation
- Strategic CRM
- Operational CRM
- Analytical CRM
- Collaborative CRM
- Customers Response - Introduction
- Measuring Customer Response
- Medium of Customer Responses
- Qualities of a Good Response
- Response in Consumer Sector
- Response in Core Sector
- Customer Acquisition - Introduction
- Customer Life Cycle
- Customer Acquisition Cost
- Measuring Acquisition Equity
- Customer Loyalty - Introduction
- Customer Loyalty & Satisfaction
- Drivers of Customer Loyalty
- Customer Loyalty Breakers
- Tracking Customer Loyalty
- Increasing Customer Loyalty
- Customer Satisfaction
- Why Dissatisfaction in Customers
- Measuring Customer Satisfaction
- Methods of Measuring Satisfaction
- Factors affecting Customer Satisfaction
- Customer Retention - Introduction
- Customer Retention Strategy
- Determinants of Customer Retention
- Methods/Tools for Customer Retention
- Myths about Customer Retention
- Benefits of Cloud CRM for Small Businesses
- Practical Tips for Effectively Implementing Salesforce