The Steps in the Customer Satisfaction Model Essay

The Steps in the Customer Satisfaction Model Essay

Length: 760 words (2.2 double-spaced pages)

Rating: Better Essays

Open Document

Essay Preview

Section 2
Name and explain each step in the customer satisfaction model with the help of an example ie:
Edgars

1. Perceived quality
Consumers seek good quality in the products that they consume. Clothing from Edgars are expected to be made of fabrics that are of high and affordable quality. The quality of the clothing should last for a long period of time ie: for more than one season. Edgars has built up a reputation that the clothing is that of a higher quality compared to most fashion retail stores, thus in return us as consumers expect that promise of quality to be fulfilled.

2. Customer expectation
Consumers expect certain assurances such as finance, quality, productivity, technology and infrastructure which a company should abide by to execute a consumers needs and wants . If a company provides the information that consumers seeks they then gain consumers trust and meet their expectations. This very important to execute consumers satisfaction. Consumers also expect the service of retailers to be up to the standard of the retail market in order to draw in the consumers. Edgars abide to certain standards and thus expect consumers to come back to the store believing that they have built up a good status in a sense that what the consumer expects is reached.

3. Perceived image
This is the ability to position a product into the consumers mind. Creating an image of what can be expected of the product and giving valid information about the product in order to create the” perfect” image in the consumers mind. Image should also fit in with the trend of the season and also to boost peoples self esteem when purchasing and using the product. Edgars wants to not only have a good reputation in quality and affordability but also in ho...


... middle of paper ...


...nly clothing.

7. Increase market shares
By satisfying consumers needs we are increasing the consumers' demands to purchase more from the retail store leading to more market shares being established. More companies want to invest shares in Edgars due to high profit and turnovers example Forever New that has shares in Edgars their clothes is sold in Edgars. Estee Luader Elizabeth Arden are all part of the Edgars group increasing their market sales as well as Edgars becoming more profitable.

8. Increase profitability
Satisfying consumers needs and wants plus the increase in demand equals to an increase of profitability. Edgars aim to create a store with a healthy environment where the workers are motivated to contribute their best to service, and also to abide to certain long term respectful supplier relationships. This guarantees overall success.
Mission statement

Need Writing Help?

Get feedback on grammar, clarity, concision and logic instantly.

Check your paper »

Customer Relationship Management ( Crm ) Essay example

- In today 's business environment, it is very important to understand the consumer 's behaviour as it shapes the market trends. They are well aware, more educated, and more serious in demanding for product and services that they require and they are well aware of the technology and comparing the products. It is imperative for the organisation to understand and share their internal customer knowledge and then combine it with new information about their customers in order to compete in the market and to achieve the future success....   [tags: Customer relationship management, Marketing]

Better Essays
1186 words (3.4 pages)

How to Learn Process Improvement Projects for Customer Service Management

- How to Learn Process Improvement Projects for Customer Service Management A commitment to providing quality customer service raises the competitive bar and is key to developing customer satisfaction and loyalty. According to Entrepreneur.com, the connection between customer loyalty and increased revenue has been confirmed. Process improvement projects can help to systematically identify, analyze and improve existing customer service management processes and thereby drive profitability. Difficulty: Challenging Instructions Step 1 Make customer service process improvement an organizational priority....   [tags: Customer Service]

Better Essays
476 words (1.4 pages)

The Business Model Of Michael Dell Essay

- Michael Dell began his company, Dell Computer, by selling IBM Personal Computers in 1984. A year later they shifted to selling the Dell branded computers. Having faced stiff competition from IBM, Compaq, Hewlett-Packard, Apple, Gateway, eMachines, and Toshiba, for over a decade running, Dell strategically adopted Internet and e-commerce in 2000, which according to Kraemer and Dedrick, “Aimed at improving its own efficiency, enhancing customer satisfaction, and reaching new product markets;” though remained glued to its vision of hardware production....   [tags: Marketing, Personal computer, Dell]

Better Essays
728 words (2.1 pages)

Applying The Proact Decision Model Essay

- Introduction Applying the PrOACT decision model to Joan’s dilemma will establish a decision making model that will assists the decision makers to make the best decisions based on the defining the problem, identifying objectives, establishing alternatives, understanding consequences, and using tradeoffs. Defining the problem a crucial step involves identifying the root cause of a problem that needs a decision to be made or the best direction to steer the company to meet current and future needs based on the alternative to make the best decision....   [tags: Decision making, Decision theory]

Better Essays
2199 words (6.3 pages)

My Encounter with Vodacom and Telkom Business Customer Service Representatives

- It is evident that the poor service received in the Vodacom service encounter was primarily due to the service employee. Thus it is evident that the service received from that particular service employee was not suitable for a high-contact service. This is due to the fact that although the employee was well equipped with all the necessary tools and technological equipment needed in order to perform the task at hand, he was not prepared to put his own personal technological device aside in order to interact with the customer and provide a satisfactory service....   [tags: human resources, employee]

Better Essays
2879 words (8.2 pages)

The Service Quality And Customer Satisfaction Essay

- 2. Literature review The literature review is to present the already known – researched information of the areas that are related and meaningful to this research study (Saunders et al. 2012). Thus, the literature review will not only contribute in getting a much greater understanding in the research topic but also will enable to identify the gaps that need to be researched or questions that are not clearly answered. By classifying and examining previous studies the appropriate information and clear understanding will be achieved that will allow and also ensure that the current study is not repeating the same research or answering same questions....   [tags: Service, Service provider, Customer satisfaction]

Better Essays
1228 words (3.5 pages)

Analysis Of Ticketmaster 's Move Toward Greater Transparency Essay examples

- #1) How did Ticketmaster’s move toward greater transparency help its standing with customers. In what ways might transparency be potentially detrimental. When Nathan Hubbard, the CEO of Ticketmaster took over the company, he immediately noticed that there was a negative press regarding Ticketmaster and how the company was conducting business. Mr. Hubbard noticed that the main problem with the company was that the customers as well as the artists were unhappy. Mr. Hubbard directed his main focus on customer satisfaction in order to be able to keep its customers....   [tags: Customer service, Customer, Sales]

Better Essays
1012 words (2.9 pages)

TQ Model and Methodologies Paper

- TQ Model and Methodologies Paper In business today, Process Management has now become the most important trend in modern businesses. It is often dressed up as many other things but in the end, how the business delivers value is dependent on the operational effectiveness of its processes. In today's business even after achieving ISO certification, quality is still wanting. There is always a gap in people adhering to the standards. Success requires the ability to set the right balance between efficiency and flexibility, control and adaptability, compliance and nimbleness....   [tags: Business Analysis Management]

Free Essays
1126 words (3.2 pages)

Marketing Analysis : Churn Modeling Essay

- What is the difference in between the churn, response, uplift, uplift churn modeling. Churn Modeling The churn modeling is prognostic modeling and it is a tool that is utilized to outline the stages and steps of the customer churn or a customer leaving your products or services. This tool delivers you the consciousness and calculable metrics to contest beside in your retention struggles and deprived of this tool you would be acting on comprehensive expectations, not a data ambitious model that reproduces on how your consumers really act....   [tags: Forecasting, Future, Model, Prediction]

Better Essays
821 words (2.3 pages)

Customer Satisfaction Essay

- Introduction Customer satisfaction is a word commonly used in marketing (Wirtz & Bateson, 1995). It is a gauge of how goods and services provided by an organization meet or exceed customer expectation (Farris, Bendle, Pfeifer, & Reibstein, 1995). In a spirited market where companies vie for consumers, customer satisfaction is as a vital differentiator and has progressively grown to be a chief component of business strategy (Gitman, & McDaniel, 2005). Hence, it is crucial for businesses to manage customer satisfaction (Wirtz & Bateson, 1995)....   [tags: marketing, services, customer expectation]

Better Essays
1705 words (4.9 pages)