PRINCIPLES APPLIED TO MANAGEMENT – CUSTOMER’S DELIGHT AND SATISFACTION

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 .