Customer Satisfaction and Retention Strategies
âą
3 gefĂ€llt mirâą1,690 views
The document discusses customer satisfaction and retention. It emphasizes that customers must be the top priority for an organization and that reliable customers who repeatedly purchase are most important. Customer satisfaction comes from providing high quality products and understanding how customers define value based on factors like product quality, service, personnel, image, price, and overall cost. Organizations should identify customer pains like costs and difficulties, as well as gains like savings and expectations. Creating a value proposition canvas can help design products and services that address customer jobs, pains, and gains to achieve the best fit between customer needs and what is offered.
Empfohlen
Weitere Àhnliche Inhalte
Was ist angesagt?
Was ist angesagt? (20)
Ăhnlich wie Customer Satisfaction and Retention Strategies
Ăhnlich wie Customer Satisfaction and Retention Strategies (20)
Mehr von Wisnu Dewobroto
Mehr von Wisnu Dewobroto (20)
KĂŒrzlich hochgeladen
KĂŒrzlich hochgeladen (20)
Customer Satisfaction and Retention Strategies
- 1. Customer Satisfaction Retention and Loyalty @WisnuDewobroto
- 2. Understanding who is customer
- 4. Understanding customer deïŹned quality âą The customer must be the organizationâs top priority. âą Reliable customers are the most important customers. Reliable customer is one who buys repeatedly. âą Customer satisfaction is ensured by producing high quality products.
- 5. Identifying External Customer needs
- 8. Customer DeïŹned Value âą It is important for organization to understand how cutomers deïŹne value. âą Customer perception : âą Product or service quality âą Service provided by the organization âą The organizationâs personel âą The organizationâs image âą Selling price of the product or service âą Overall cost of the product or service
- 9. Service Quality Indicator âą Example (Fedex) âą Delivery on the wrong day âą Customer Complaints âą Damage packages âą etc.
- 11. A value proposition is a bundle of products & services that create value for your customer
- 12. A canvas helps you design, test, and build your companyâs value proposition in a more structured way
- 13. Achieving Fit Your Customer Observe Your Product Design WHAT WHY
- 14. What basic needs? Customer Jobs What functional jobs? What social jobs? What emotional jobs?
- 19. Customer Pains What costs? What bad feeling? What difficulties? What risk? What barriers?
- 21. Customer Gains What savings? What expectations? What delights? What makes life easier? How do customers measure success?
- 23. Products & services List products Which ones help to get jobs done Crucial or trivial
- 25. Pain relievers How do they relieve pain?
- 26. Publishing Ad Managing Reservation Booking Easily Guest Damage Trust & Safety Price Additional Revenue Local experience Choice Community Community market place for unique space AirBnB host guarantee Profile & Reviews Address & Photo
- 28. Gain creators How do they create gains?
- 29. Publishing Ad Managing Reservation Booking Easily Guest Damage Trust & Safety Price Additional Revenue Local experience Choice Community Community market place for unique space AirBnB host guarantee Profile & Reviews Address & Photo AirBnB T V AirBnB Meet Ups Incentive policy
- 31. Competing for customers Open slot filled by the best fit
- 32. Build Products that people want
- 38. Fill out your canvas ! ! ! ! ! ! ! ! ! ! ! !
- 40. Test your customer assumptions Whatâs your biggest headache?
- 42. ! ! ! ! ! ! ! ! ! ! ! ! Adjust your assumptions wrong assumptions
- 46. Customer Value analysis 1. Determine what attributes customers value most 2. Rate the relative importance of the attributes 3. Assess your organizations performance relative to the priorized list of attributs 4. Ask customers to rate all attributs of your product of service against the same attributes of a competitor product of service 5. Repeat the process periodically