Creating Customer Satisfaction and Loyalty

Identifying the customer satisfaction and loyalty are the most critical elements for ensuring the long term business of the organization. It helps in focusing the key areas which leads to customer satisfaction so that the company can work in order to sustain the satisfaction and maintain its competitive edge. Examining the customer satisfaction is a new concept as the companies earlier used their income statements and balance sheets to identify their profitability and judge the customer satisfaction rate. In order to examine, these company can adopt following ways:

1. Creating the formal customer feedback form, with some open ended question as well, so that the customer can freely explain their feelings of the product. It may include positive, negative and suggested areas of improvement. This survey will help to know the future expectation of the customers so that they can work in same direction and enhance the satisfaction rate.

2. The satisfaction of customer need to be judged with reference to the distribution channel, pricing, advertising strategies, attributes of the product or mix of internal metrics.

3. Moreover, if the customer gets the already known data from the company side, they feel satisfied; thus, the customers should be respected by using the known data already filled in the feedback form. In order to enhance customer satisfaction, companies may also send several personalized mails or gift hampers so as to make them feel delighted.

4. The data collected has to be followed by some actions which may include adding up the value to the offerings in several forms.

5.

6. Moreover, customers should be invited to provide the ongoing feedback as and when comfortable. The customer complaints should also be welcomed in a way that such compliant does not arise in the future.

Customer loyalty can be achieved by identifying the customer values and trying effectively to fulfill these, listening to the feedbacks, customer complaints and eliminating...