Jan Carlson's Concept Of Customer Satisfaction

Customer satisfaction has always been one of the key elements allowing determining the service quality a company bears to its customers

So, companies need to measure, evaluate and come up with some strategies allowing continuing pleasing each of their customers

As strategies, companies have to set the right expectations in the mind of its customers and deliver the set expectations. Non pleased clients are inclined to tell more to their friends about their bad experiences than telling about their good or satisfying experiences. Jan Carlson was well known for his concept of delighted customers and his idea was the following; rejoice customers by outdoing their expectancy should make the customers come back for your products or services and put

If the expectations are set too low, customers will buy your products or services. But if the expectations are set really high, the company runs the risk that buyers will be unhappy. There is a common expression saying “under promise and over deliver.” In other words, the right move is to set consumers’ forecast really low and later set the bar high like that when the seller would exceed the customers hope in order to create a pleased one who would be enthusiastic about the products or services. A seller expects that happy customers will tell their friends about the seller’s products or services. Consequently, positive words would be spread about the company. One of the customer satisfaction strategies that came out of Carlson’s idea of delighted customers is to give responsibility to personnel dealing directly with customers. Personnel dealing directly with customers are those that encounter and interact with customers. In a luxurious apartment complex, this might include desk clerks, housekeepers, concierge, and other staff members. Give more responsibilities to employees like they can drop what they are doing in order to do something special for a customer. In some organizations, employees are even given a budget for such activities. Another one of Carlson’s customer satisfaction strategy is to offer customers a something to trust the company as

However, the rules of communication stay the same. Now, because the United States is a low context culture, the information is being conveyed through the verbal content of the communication. The rules and expectations are described and debated; individuals tend to favor a more direct style of communication. In low context cultures, the meanings of the messages come from words used in conversations and messages are more direct and much focused on the business. Based on the Hall’s framework (1976), people from low context cultures rely on the use of words to convey meaning

Power distance refers to the degree of acceptance of inequality of power distribution between members of a society. In low power distance cultures, there is an expectation of high service quality and customers are more likely to criticize the service that has rendered to them. Low power distance service sellers are kind and cross the limit of seller to customer, meaning the seller and customer conversation is friendly and personal, which may be seen as improper for customers from high power distance