5. Opportunities For Customer Delight
What happens when you first interact
with a customer?
What occurs to build a relationship?
Do you spend more to get new
customers than on enhancing the
relationship with current customers?
What makes you unique?
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6. So?
To be able to keep your customers and keep
them satisfied, you have to know them
Who they are?
What do they want?
What do they need? (But not necessarily
want, yet.)
Why do they like you?
Is there something they don’t like about
you?
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8. Levels of Customer Satisfaction
Perceived
Service
Expected
Service
Customer
Satisfaction
Much Better than expected
As expected
Worse/Different than expected
Delighted *
Satisfied
Dissatisfied
Loyal
Vulnerable
Walk & Talk
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9. For Fabfurnish, Customer is the King
We strive to understand their expectations from day 1
We understand the areas of real value for the customer
We work towards meeting or exceeding those expectations
We conduct Customer Satisfaction Surveys to understand their perception
We utilize this feedback to take the necessary corrective actions and improve
service
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10. Strategy to achieve higher customer satisfaction
Perform Customer Expectation Survey (CES)
Identify top 3 priorities of the customer
Priorities should be in terms of soft expectations apart from the contractual
commitment
As a normal practice, delivery is based on the contract specifications
All Contract and Service Level Agreements are monitored and tracked
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10
11. Points to ponder on …
1. The Customer will never be wrong.
2. If the Customer is found to be wrong,
it must be that I have seen it wrongly.
3. If I have not seen it wrongly,
it must be my fault that the Customer is wrong.
4. If the Customer is wrong and he does not admit it,
then I must be wrong.
5. If the Customer does not admit that he is wrong
and I insist that he is wrong, then I am wrong.
6. No matter what, the customer will never be wrong, this statement will
never be wrong.
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- Perception is Real.
- Neither Perception nor Expectation necessarily reflect reality.
- Key challenge - not only the Quality of Work; but also the need to
manage Customers’ Expectations & Perceptions.
- A Satisfied Customer is easier to keep Satisfied than one is in a state
of annoyance and impatience because he was led to believe that
service would begin earlier than it did.
- Perception is Real.
- Neither Perception nor Expectation necessarily reflect reality.
- Key challenge - not only the Quality of Work; but also the need to
manage Customers’ Expectations & Perceptions.
- A Satisfied Customer is easier to keep Satisfied than one is in a state
of annoyance and impatience because he was led to believe that
service would begin earlier than it did.
IT company’s experience
During initial stage / for new customers
Provide few examples of priorities
customer relationship managementService qualityProject schedule
Understanding requirementsProject budgetProduct quality
customer orientationService levelCompetence
customer communicationInitiativeTeamwork
Value additionProcesses
