logging in or signing up CUSTOMER SATISFACTION indumathy505 Download Post to : URL : Related Presentations : Let's Connect Share Add to Flag Embed Email Send to Blogs and Networks Add to Channel Copy embed code: Embed: Flash iPad Dynamic Copy Does not support media & animations Automatically changes to Flash or non-Flash embed WordPress Embed Customize Embed URL: Copy Thumbnail: Copy The presentation is successfully added In Your Favorites. Views: 360 Category: Entertainment License: All Rights Reserved Like it (0) Dislike it (0) Added: October 03, 2012 This Presentation is Public Favorites: 0 Presentation Description No description available. Comments Posting comment... Premium member Presentation Transcript CUSTOMER SATISFACTION M.B.A ‘D’ 2nd yr 3511140212 3511140246 3511140231 35111402 : CUSTOMER SATISFACTION M.B.A ‘D’ 2 nd yr 3511140212 3511140246 3511140231 35111402What is Satisfaction?: What is Satisfaction? It is a person’s feeling of pleasure or disappointment resulting from comparing a product’s perceived performance (or outcome) in relation to his or her expectations. Satisfaction = function (perceived performance /expectationsCUSTOMER SATISFACTION: CUSTOMER SATISFACTION The most important asset of any organization is its customers Satisfied customers pay their bills promptly which greatly improves cash flow – the lifeblood of any organizationCont..: Cont.. CUSTOMERS EXPERIENCE OF A PRODUCT OR A SERVICE IS MULTIFACETED SO HARD TO DETERMINE IT NEEDS TO BE MEASURED INDIVIDUALLY TO GET AN ACCURATE TOTAL PICTURE OF CUSTOMER SATISFACTIONCont…: Cont… Similarly customer’s view about a product or service are useless if customer’s view about competitors products are not understood The value customers places on the product compared to another may be a better indication of customer loyalty.TYPES OF CUSTOMER : TYPES OF CUSTOMER External Customer Internal CustomerCUSTOMER PERCEPTION OF QUALITY: CUSTOMER PERCEPTION OF QUALITY FACTORS THAT INFLUENCE PURCHASING PERFORMANCE FEATURES SERVICE WARRANTY PRICE REPUTATIONFEEDBACK: FEEDBACK Comment Card. Customer Questionnaire. Focus Groups. Toll Free Telephone No. Customer Visits. Report Card. Internet & Computer. Employee Feedback. Customer complaintsPowerPoint Presentation: ONCE U HAVE IDENTIFIED THE COMPLAINTS/ PROBLEMS NOW TURN TO ELIMINATION. INCORPORATE CUSTOMER VOICE INTO PRODUCT/ SERVICEMass Customization: Mass Customization GIVE CUSTOMER EXACTLY WHAT CUSTOMER WANTSMass customization: Mass customization IN AUTOMOBILES IT IS SINCE MANY YEARS CUSTOMER MAY DETERMINE WHAT TYPE OF SEAT COVERINGS, COLOUR & STEREO SYSYTEM THEY WANTMass customization: Mass customization Modular design Delayed differentiationMODULAR DESIGN: MODULAR DESIGN Is a form of standardization in which component parts are subdivided into modules that are easily replaced or interchanged. It allows: Easier diagnosis and remedy of failures Easier repair and replacement Simplification of manufacturing and assembly DISADVANTAGE : Variety DecreasesDELAYED DIFFERENTIATION: DELAYED DIFFERENTIATION Delayed differentiation is a postponement tactic Producing but not quite completing a product or service until customer preferences or specifications are knownCUSTOMERS’ REQUIREMENTS: CUSTOMERS’ REQUIREMENTS NORMAL REQUIREMENTS Are typically what one gets by just asking customers what they want. EXPECTED REQUIREMENTS Are the obvious / compulsory requirements. For example, if meal is served hot, customers barely notice it. If it's cold or too hot, dissatisfaction occurs. Expected requirements must be fulfilled. EXCITING REQUIREMENTS Beyond the customer's expectations. If provided , customer would be excited If not ,they would hardly complainIN OTHER WORDS: IN OTHER WORDS NORMAL REQUIREMENTS MORE IS BETTER EXPECTED REQUIREMENTS MUST BE EXCITING REQUIREMENTS DELIGHTENING,EXCITING, WOW FACTORPowerPoint Presentation: + + - - Satisfaction Dissatisfaction Service Dysfunctions Service Fully Functions EXCITERS Must Be MORE IS BETTER Less satisfied when the product or service is less functional, but cannot increase satisfaction substantially if operational - "up-time" If the requirement is absent it does not cause dissatisfaction, but it will delight clients if present - "camera options " The more requirements are met the more one is satisfied KANOS MODEL You do not have the permission to view this presentation. In order to view it, please contact the author of the presentation.