The high customer relations have allowed the company to constantly provide and improve its product and service quality. This means that the company’s priority is quality for the products and services they offer to its clients. The quality culture has enabled the company to be successful in the retail industry with excellent customer satisfaction ratings (Pahl et al, 2007).
Marketing builds relation with customers providing superior customer value and attracts them providing value added services as well as increases the number of potential customers in a regular basis. Marketing understands the customer needs, designs a superior strategy based on need, want and demand, builds strong relationship with the customers and capture value from the in return. Marketing creates customer loyalty and retent... ... middle of paper ... ...rvice. In fact, Sheila reckoned the market factors very importantly to her marketing plan. A better understanding of the market information can be useful for the successful marketing plan.
Therefore, in this research, the focus is on trust and satisfaction from the customer's perspective and the relationship quality. Creating customer loyalty is the most important goal of conducting relationship marketing activities. Oliver (1997, p. 3) defines customer loyalty as "a profound commitment to a product or service that leads to repeat purchase of brand or the set of the brand in the future, surely with situational factors and marketing efforts that
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.
Coldburn (2013) also showed that satisfaction and loyalty goes together. The author indicated in his/her study that as far as customers expectation of a products or services are met, they remain loyal to the organization. An increase in satisfaction then lead to an increase in a company’s profits (Cacioappo, 2000).Eckert emphasizes that loyal customers according to are more likely to purchase or to recommend the purchase of a company’s products and services to someone else. The opposite is also true. Dissatisfied customers are likely to tell others the experiences they had with firms.
In contrast, the sites with bad cust... ... middle of paper ... ...ors have a good experience on a site, they'll return as loyal customers and encourage others to do the same. In other words, creating a good customer experience will create a good online brand. CONCLUSION The good customer experience is the key to an E-commerce site’s survive. Companies who learn how to create a good customer experience online will lead, indeed dominate, their respective markets. Good customer experience will help customers experience less frustration, more productivity, and more compassion from the industry; good customer experience will help E-tailers enjoy higher revenues, increase productivity, maintain strong brand, and encourage customer acquisition and retention.
Promoted cost bind to loyal customers to sustainable growing. Organization’s product, service and brand retain and attract the local and international investors. Loyal investors Loyal investors act as partnership; provide sustainable power of financial support, continuous development in new market, more benefit into the company, strong cash
This tendency motivates the customers to shop more straightforwardly, spend more money, and helping consumers to have a positive review about the organization thus increasing the organization competitiveness Loyal customers can act as key ambassadors for a particular brand or organization in the sense that they are more likely to recommend or purchase a product themselves. They often associate themselves to the organization in believing in their products and the superiority of their products. It is usually seen that loyal consumers are often willingly buying any products that their preferred organisations release. This proves that loyal consumers provide a key security for organisations as they know that their loyal consumers will stand by
Wilmot (2012:135) concluded that, meeting customer expectation is vital for the success and growth of SMMEs. Therefore, maintaining good customer service and relationships as well as having a strong commitment to product or service quality has a positive impact in customer retention. According to Dorfman (2007: 28) cited in Wilmot (2012:40), customer satisfaction strategies that can be implemented by SMMEs include, paying attention to customer needs, ensuring that customer are receiving good customer service, and knowing your customer contributes in building the trust that will translated into a long lasting
CHAPTER 1 INTRODUTION 1.1 INTRODUCTION TO THE STUDY Consumer or Customer satisfaction is defined as “the number of consumers or percentage of total consumers, whose reported experience with a firm, its products, or its services exceeds specified satisfaction goals”. Consumer satisfaction is how happy a consumer is with a product or service, both in the producer’s performance as well as the company’s delivery of the product to the market. In the midst of shift and fierce competition and increased number of retail outlets providing a variety of products, customers or consumers have become accustomed to patronizing multiple outlets. Retailers have recognized this trend and are of the view that customer or consumer satisfaction plays