Consumers Satisfaction

Paramjit sbarma
IT IS NO LONGER ENOUGH TO SATISFY
CUSTOMERS YOU MUST DELIGHT HIM

McDonold

•23,500 Restaurants
•109 countries
•38million Customers Everyday
• Serving Hamburger
McDonold

•People Flocking System Not Hamburger

•High Standard Of QSCV
• Quality
• Service
• Cleanliness
• Value

•Works with Suppliers, Franchise Employees

for Giving Better Value To Customers
Scope

•Customer satisfaction & Value

•Having High Performance Business
•Delivering Customer Value
•Attracting & Retaining Customers
•Adding Benefits
•Implementing TQM
 •Customer satisfaction &
Value

•Customer Perceived Value

•Customer Satisfaction
 Customer
Delivered
Value
Total Total
Customer Customer
value Cost

Product Monetary
value cost

Service Time
Value cost

Personal Energy
value cost
Image Psychic
value cost
 Customer Satisfaction

Satisfaction is a person’s feelings of pleasure or

disappointment resulting from comparing a product’s
perceived performance (or outcome ) in relation to
his or her expectations
 Customer Satisfaction

Satisfaction is a fn of perceived performance

& expectation

•If P is less than E than c is dissatisfied

•If P is equal to E than C is Satisfied
•If P is greater than E than C is delighted

XEROX
We shall never be 100% satisfied until you are too
Highly Satisfied Customers

•Stays Buyer Longer

•Buys More
•Talks Favorably about Products
•Offers Ideas
•Costs Less than New Customer
 Tools for measuring
Customers satisfaction

Complaints and suggestions systems

Customers satisfaction surveys

Ghost shopping

Lost customers analysis

High Performance Business

Stakeholders

•Stakeholders
Processes

•Processes Resources Organisation

•Resources

•Organisation & Corporate Culture

Delivering customer value
And satisfaction

Value chain

Value delivery network

 Value chain

Firm infrastructure

Human resource management

ma
rg
in
Technology development
procurement
Support activities

service
Inbound operations Outbound Markg
logistics logistics And

in
sales

rg
Ma
Primary activities
 Value delivered
DuPont network
(fibres)

Milliken Levi’s Sears

(fabrics) (Apparel) (Retail)

customer
Levi Strauss’s value-
Delivery network
 Attracting and Retaining
customers

Attracting Customers

Computing cost of lost customers

Need for customers retention

Relationship marketing
 Attracting Customers

Customer Acquisition

Lead Generation Suspects Adv, Phone

Exhibitions

Lead Qualification Prospects Interviewing

Hot, cold, warm

Account Conversion
Presentations, negotiating
 partners
Customer development

Advocates
Process

members
clients

Ex-customers
Inactive or
Repeat
customers
1st time
customers

Disqualified
prospects
prospects
suspects
 Three value
Building approaches

Adding financial benefits

Adding social benefits

Adding structural ties

 Profitability &
Quality concepts

A profitable customer is a person,household or company

that over time yields a revenue stream that exceeds by an
acceptable amount the company’s cost stream of attracting,
selling and servicing that customer

TQM is an organisational approach to continuously improving the

quality Of all the processes, products and services
 Positive
Expectations
•You have what they need
•You will solve their problem
•You will care
•You will be professional
•Your products & services are reliable
•You are trustworthy
•Business is valuable to you
•Expect you to be cheerful
•Your prices fair
•You stand behind your products/services
 Negative
Expectations 
You will be unskilled
You don’t care
You have no authority to handle
situation
Your product is poor in quality

Your product is over priced

Your interest is to earn sale
You are grouchy
Their business is not
important to you
 You should accept sexual or racial
harassment
You accept unruly behaviour of them
Unreasonable Accept dealing under Table
Expectations Spend unproductive time with them
They are always right
You accept physical threats
You are trained to take advantage of
them
Cater to their every whim
More important than other customers
You are personally responsible for all
Their problems
 TRANSECT
POSITIVE
NEEDS STORE
NEGATIVE No TR.
Returns
In hurry
 CUSTOMERS PERSONAL SITUATIONS

AT ANY GIVEN TIME WE ARE ALL

UNDER
SOME DEGREE OF STRESS
SOMETIMES STRESS IS +VE &
PRODUCTIVE

OTHER TIMES IT IS –VE & DESTRUCTIVE

 Personal situations may include troubles like
-divorce
-constrained relations
-loss of someone close
-loss of job
-stress of job
Negative Set of
-ve Expectations
•NEEDS Combined with a
•SITUATIONS -ve response
•CIRCUMSTANCES Will create
•PERSONALITY CONFLICT
•PREDISPOSITION
CREATES

-VE Expect ations

Negative Set of

•NEEDS
•SITUATIONS
•CIRCUMSTANCES Convert –ve Thoughts
•PERSONALITY To
•PREDISPOSITION Positive Thoughts

-VE Expect ations

CREATES Thru
Customer
Care
1

PUT YOURSELF IN YOUR

CUSTOMER’S SHOES
2

CUSTOMER IS THE

BOSS
3

CUSTOMER IS THE PROFIT;

EVERY
THING ELSE IS OVERHEAD
4

CUSTOMER IS PEOPLE:
BUSINESS IS PEOPLE:
PEOPLE ARE CUSTOMERS
RETAIL OUTLETS NO. Sales EM

Department stores 61 1840

Market outlets 537 2220
Neighborhood 31 20
stores
Specialty shops 39
18
Hotels 319
47
Restaurants 200
218
Agrimarket 150 945
Auto dealership 42 552
Service stations 126 394
Other services 4 5
5

THE PURPOSE OF YOUR BUSINESS

IS TO CREATE CUSTOMERS
6

COMMUNICATE CONTINUOUSLY
WITH YOUR CUSTOMERS
7

SERVE YOUR TOP 100 CUSTOMERS

THE BEST YOU CAN
 Positive
Expectations
•You have what they need
•You will solve their problem
•You will care
•You will be professional
•Your products & services are reliable
•You are trustworthy
•Business is valuable to you
•Expect you to be cheerful
•Your prices fair
•You stand behind your products/services
 Negative
Expectations 
You will be unskilled
You don’t care
You have no authority to handle
situation
Your product is poor in quality

Your product is over priced

Your interest is to earn sale
You are grouchy
Their business is not
important to you
 TRANSECT
POSITIVE
NEEDS STORE
NEGATIVE No TR.
Returns
In hurry
 TOP GLOB AL R ETA IL ER S
Sr.No RETAILER Country Sales(MILd)
1 Wal-Mart US 165,013

2 KROGER US 45352

3 SEARS US 41071

4 METRO AG US 40357

40 McDonald US 13259

68 COOP ITALIA ITALY 8249

8

BECOME A CUSTOMER –ORIENTED

BUSINESS
9

DEVELOP CUSTOMER ORIENTED

POLICIES AND PROCEDURES
10

CUSTOMERS MUST BE GIVEN THE

BEST POSSIBLE SERVICE
11

CUSTOMERS WANT ANSWERS TO

THEIR PROBLEMS

THEY ARE NOT IMPRESSED WITH

YOUR 3 C’S
12

FIGHT..FIGHT…FIGHT.. FOR
YOUR CUSTOMERS
13

LISTEN, LISTEN,
LISTEN….TO
YOUR CUSTOMERS
L ISTEN
E CHOING THE ISSUE
S YMPATHIZING
T HANKING
E VALUATING UR OPTIONS
RESPONDING TO SITUATION
14

EACH OF YOUR
EMPLOYEES
SHOULD VISIT YOUR
CUSTOMERS
15

KEEP ON CHECKING WITH

YOUR
CUSTOMERS ABOUT YOUR
EMPLOYEES’ ATTITUDE
16

SOLVE THE SMALL PROBLEMS OF

YOUR CUSTOMERS TODAY
17

DISSATISFIED CUSTOMERS
ARE YOUR BEST TEACHERS
18

LEARN THE ART OF KNOWING

WHEN TO SAY NO TO YOUR
CUSTOMERS
THANKS