THERE ARE THREE PRINCIPLES THAT CAN BE APPLIED TO KNOWLEDGE MANAGEMENT
– Knowledge can only ever be volunteered, it cannot be conscripted. We always know more than we can tell, and we can always tell more than we can put in writing
– We only know what we know at the point we need to know it
GOING FROM SATISFACTION TO DELIGHT
What is customer satisfaction? Customer satisfaction is a measure of how products and services provided by an organization or company meets or surpasses all customer expectations. From the perspective of the organization . It is defined as the number of percentage of total customer who’s reported experience with the company its goods or services exceed specified satisfaction goals. Satisfying every simple customer produces loyal customers and the organization gains positive word of month marketing which is high free and highly effective.
It is very useful for an organization that wants to remain profitable deploy the use of a guide to rate customer satisfaction. It provides a leading indicator of consumer purchase intention and loyalty
THE PRACTICAL WAYS IN WHICH AN ORGANIZATION CAN MEASURE CUSTOMER SATISFACTION THROUGH CUSTOMER FACING PERSONNEL
1. By encouraging face to face dealings: It is important to meet the client regularly. The client finds it easier to relate to and work with someone they see regularly as opposed to a new face in the banking hall
2. Responding to message promptly and keeping clients informed: This goes without saying as it can be very annoying to wait around for day for a response to an email or phone call
3. Being friendly well approachable: It is very important to be friendly, conteous and make the client feel like they have a personal friend in the organization who is always there to help them out .
4. Having a clearly : defined customer service policy : a clearly defined customer service policy will gave a lot of time and effort in the long run
5. Attention to detail: It is also useful to pay attention to little details showing the customer that the organization cares . it could be as simple as sending happy birthday cards.
6. Anticipate clients need and go out of the way to help them out
7. Honouring promises : It is very important to under promise and over deliver as it increases the customers faith in the organization
CUSTOMER DELIGHT
While customer satisfaction is meeting customer expectations to advance your competitive edge, customer delight goes beyond meeting customer expectation far exceeds their expectations by satisfying both needs and desires. It is more that just feeling great about a product or service, to also directly affect the rate of return and referrals made by the customer . According to Bart and Allen Berrys customer satisfaction behavior cure (1 to 10 scale) , there is a direct relationship with level of sales and level of customer delight . Return and recommend rate percentages range from 65% to 95% meaning that delighted customers will tell six to nine people out of ten about their satisfaction experience and it is guaranteed that some of these folks will also tell others. It generates free advertising that monetary value cannot be attributed to.
Customer delight keeps customer coming back for more and also increases patronage from new customers
BELOW ARE FIVE EASY STEPS TO MOVE THE CLIENT FROM SATISFACTION TO DELIGHT
1. Address the customer by name in the context with the right prefix (Mr., Mrs., doctor, professor etc). This step is in every customer service article published but not many organizations do it . It makes as client feel important when they are greeted by their name as they work through the door
2. Show appreciation: It starts with a simple thank you as the customer is leaving the office appreciate goes well behind this simple kind gesture
3. Empower employees: The organization needs to empower employees to benel negotiable rules sometimes for the sake of the customer
4. Go the extra mile: Customer is enjoy the fact that businesses stretch service principles just for them conclude a trash joy for a regular customer in a heat without charging extra for the service put aside a customers preferred product to it is ready and waiting the next Time they come into the organizations
Follow up: Some organizations call after a scheduled service to ensure the situation was handled to the customers satisfaction when a business phones to make sure the customer is being cared for properly, it makes the client feel important and valued .
Related Posts: MANAGEMENT, MARKETING
Be the first to comment