Why is Customer Satisfaction Important?
Some important think to always rembember:
Superior Customer Satisfaction Affects Bottom Line
Improving Performance will Improve Customer Satisfaction
Greater return will be achieved by understanding that satisfaction is highest when Performance exceeds Expectations
Customer Satisfaction must not be viewed as
‘another program’; Rather, an
integral part of a Firm’s business process
‘another program’; Rather, an
integral part of a Firm’s business process
In Summary. . .
Customer Satisfaction is not just
ONE
thing done right, it’s
MANY
things done right,
CONSISTENTLY
Customer Satisfaction is not just
ONE
thing done right, it’s
MANY
things done right,
CONSISTENTLY
Satisfaction is Not Only Good For Your Customers ...
It Is Good Business!
It Is Good Business!
Customer Satisfaction is a Journey,
Not a Destination
Not a Destination
Moments of Truth – Jan Carlzon
From his book - Moments of Truth
lEvery customer interaction is a moment of truth
lEvery moment of truth is an opportunity to make a favourable impression on your customer
lLook for the moments of truth in your business
lIf you are not making a favourable impression what kind of an impression are you making?
lKnow every point of interaction
lConvey the correct message at each transaction
Customer Touch Points
“All those places where a customer might reach out and asked a company to do something.”
“All those places where a customer might reach out and asked a company to do something.”
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