Customer Service Essay examples
1384 Words6 Pages
Companies are misguided nowadays by the notion that customers depend on them, when the truth of the matter is that companies are dependent on those customers. Customer satisfaction and customer loyalty is now essential for a business or company to survive. So what is the difference between customer satisfaction and customer loyalty and how to companies and or business achieve this? Also when you have difficult customers how do you achieve customer satisfaction?
It’s essential that companies or businesses today listen to their customers. No company or business today can afford to disregard the importance of customer satisfaction and loyalty. Aren’t they the same thing? No, they are absolutely not and they are enormously…show more content…
Customer loyalty is much harder to obtain that customer service satisfaction. The most important first step is to satisfy the customer by meeting their expectations. Customers only give a company one chance and if they aren’t satisfied they will not do business with that company again, as well as tell others of their experience. The next step would be to exceed the customer’s expectations. If a business goes above and beyond to assist the customer they begin to build loyalty. The next step is to truly surprise the customer. In order to dominate the marketplace the company must find a way to make them selves stand out with their product or service, accompanied with phenomenal customer service. Once this has been done customer satisfaction and loyalty will be gained. “Acquiring a new customer can cost four or five times more than keeping a current customer” (Bestmark, 2013). So it’s essential to keep the current customer’s happy and coming back for more.
Some of the ways that businesses can build loyalty would be by offering loyalty programs, Interacting with customers, surveys, creating institutional ties, and personalized marketing. Another way to build loyalty is to treat your employees so well that they treat your customers well. If you have happy employees they will treat your customers happy. “The link between satisfaction and loyalty however is not proportional” (Kotler, Keller, 2009, p71), so businesses must
Presently, the science of sales and services transformed into the most significant and fast growing field of social and labor relations. Modern humankind lives in an era of globalization and all types of head workers have to adjust to contemporary requirements and trends. A mysterious and magnetic world of high technologies become inevitably real and accessible for all users. Earlier, you have to communicate with only a few customers per day. Now, dozens of thousands are sending you requests how to make a business plan or how to adapt to the new statements of a present fiscal law every hour. Adaptation to a new digital reality may be protracted and uncomfortable. If you do not want to lose your career, you have to improve your social and creative skills in the conditions of global competitive intelligence and market-style reforms.
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