To achieve customer satisfaction the firm needs to sustain quality service which will lead to increase in profits, improve the organizations image and save costs. All persons within the firm must be engaged in providing customer satisfaction, with management ensuring they provide a customer oriented environment which in turn ensures customer driven services. How a customer perceives service quality and the overall firm is influenced by the interaction with as well as the behaviour and personality of employees. Muniu (2015) states that many firms do major investments in order to improve customer loyalty while neglecting the importance of motivating employees to meet the goals of the firm. In today’s competitive market, motivating employees to offer quality service would result in customer loyalty through customer satisfaction and give the organization a competitive edge.
Providing a good service to one’s customer is the first step in generating consumer loyalty. Not providing a good service to a customer will only lead the latter to look elsewhere with his purchase. Customer satisfaction is a key component in having a customer that will return for future purchases. The organization need to research on its market and adapt to its demands. They need to investigate into the purchasing behavior of their audience.
This essay will explain what is meant by excellent customer service, outline an excellent customer service structure and give ways in which it can be maintained. It will also state the impotence of customer service to a business or entity. Customer service is used to set the direction for the business. In any organization customers should be first priority. Excellent customer service promotes customer satisfaction, employee motivation and gives the business a competitive edge among other businesses.
I truly believe in a business or service a company must ensure the growth and the well being of the customer are satisfied. If the company is putting the need of the customer first the leadership is developing their followers or employees, which allow the employee the performance at a high level. This leadership empowers and make the individual feel as a partner rather than just an employee. According to Coetzer, Bussin, & Geldenhuy
Therefore, in order to have your new or existing customers buy more from you, you will have to follow techniques that work. Customer satisfaction takes a very important place in Marketing. As much as you think that your marketing strategies should help you generate sales, think about how the same marketing strategies could help you achieve Customer satisfaction. There are a lot of elements involved with Customer satisfaction. Know the problems of your customers and what they are looking for, then offer them the right products and outline the benefits to them.
When the marketing process performs well, the customer will be satisfied and buy again. In order to ensure the marketing process does well, the marketing manager should have a good understanding of the marketing concept. The marketing concept refers to a company aiming all its efforts to satisfy its customers. Companies must use a total company effort to satisfy customers. Total company effort includes a company offering superior customer value to attract customers, satisfy those customers, and retaining those customers.
This is made possible through informational communication. Fourthly, they are obliged to market the organization by offering quality customer service. Next role is that they are required to ensure they maintain the firm’s revenue in down economy. Retaining the clients in both the good and bad economic times attains this. Lastly, the customer service department is tasked with developing and maintaining a network of trusted customers.
So these companies in general find it most important to promote a product and sell it to make income. 3. Market Orientation: This type of business is one that believes marketing (or how the product is being sold/advertised) is the most beneficial piece. In other words, it is all about what the customer wants and how they evaluate products. Firms like these recognize that in order to understand and beat the competition, you need to know everything about the customer.
Cross-selling is when sales representatives improve their sales by offering extra products (O’Brien, A & Ma... ... middle of paper ... ...s long as possible. They are able to customize and personalize customers’ information so they can better attend customers based on their needs and characteristics. This benefit will help sales representative to better attend and satisfy their customers next time they need services t o increased revenue. Other benefit of CRM is that it enables companies to exploit new markets. In order to succeed, it is important for CRM to have employees that accept the change and that customers are one of the most important thing of a company.