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Customer Satisfaction
When people buy a product or service, what they are buying are the benefits, value and satisfaction afforded by ownership or consumption. Customer and consumer satisfaction is based on the extent to which their expectations are satisfied through...
Customer Service Warning--What to Watch for That Indicate We Have a Customer Service Problem
Do you frequently hear that customers are unhappy about
something, and sometimes they are downright frustrated.
Yet, what you hear from your employees is, "Stupid customers!
They just don't understand how to use the product"?
As the...
Customers - What They Really Want - 6 Secrets of Customer
What customers really want can be divided into two areas. Firstly - they want the core service of your business to meet their needs. They expect your product or service to work. If you say you're a plumber, then the customer expects you to fix their...
Customer Service and The Human Experience
Historically, customer service was delivered over the phone or in person. Customers didn’t have many choices, and switching to competitors was cumbersome. Today, these methods are but two of the many possible touch points of entry for any given...
Customer Service Tips for Small Businesses
We hear it all the time about big companies, and most likely we have professed a few of the same sentiments ourselves: "They've gotten too big to care about individual customers," "Personalized service is a thing of the past," and "If you get mad...
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Customer Satisfaction
When people buy a product or service, what they are buying are the benefits, value and satisfaction afforded by ownership or consumption.
Customer and consumer satisfaction is based on the extent to which their expectations are satisfied through the benefit and value accruing as the result of ownership or consumption.
Part of this also concerns ever-increasing expectations: people now expect ever-greater levels of customer service; no quibble money back guarantees; prompt attention to complaints etc. For larger and more considered purchases e.g. cars, computers - people expect enduring and prompt after-sales service,
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maintenance and repairs when necessary.
Once customer expectations have been raised, it's very difficult to reduce them. Customers will expect the problem to be solved, so something has to be conceded in return e.g. a reduction in price, or other form of free extras.
Expert marketers also now understand that it is much easier to keep a customer than to gain one. Yet even these days large companies (reported on media television programmes) still make the same basic mistakes with service.
Is there hope at all?
About the Author
Christopher owns a publishing company.
www.eventdomain.co.uk
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