PPT-BUILDING CUSTOMER SATISFACTION VALUES AND RETENTION (TOPIC

MKTG131 Marketing Management WHY STUDY CUSTOMER SATISFACTION VALUES AND RETENTION To understand how companies deliver customer value and satisfaction To identify the factors that make a high performance business. com January 2014 UKCSI January 2014 The state of customer satisfaction in the UK Institute of Customer Service foreword Overall customer satisfaction has now fallen in two consecutive UKCSI surveys This serves as a wakeup call to organisations and a Gordon Tan. G. ordon@clientheartbeat.com. INCREASE RETENTION AND BUILD ‘STICKY’ CLIENTS. AGENDA. Identify unhappy clients. Stop . clients from defecting. Strategies . to increase . client retention. Career Exploration Workshop. Values and Satisfaction. Job Satisfaction Indicators:. Work Values. This part of the assessment looks at how people like to do their work.. It’s like your “work personality.”. Gordon Tan. G. ordon@clientheartbeat.com. INCREASE RETENTION AND BUILD ‘STICKY’ CLIENTS. AGENDA. Identify unhappy clients. Stop . clients from defecting. Strategies . to increase . client retention. How to Delight Your Customers. A. . Nitipan. . Ratanasawadwat. Assumption University of Thailand. Origins of the Kano Model. Noriaki. . Kano . Professor at Tokyo Rika University. International Consultant. Best practices in customer service satisfaction research. Customer Satisfaction research overview by Sandra Rodriguez, UCONN Graduate Studies in Survey Research, November 2016. All rights reserved.. Learning Objectives. Explain . how to follow up to assess customer satisfaction.. Explain how to harness technology to enhance follow-up and buyer-seller relationships.. Discuss how to take action to assure customer satisfaction. How to Delight Your Customers. A. . Nitipan. . Ratanasawadwat. Assumption University of Thailand. Origins of the Kano Model. Noriaki. . Kano . Professor at Tokyo Rika University. International Consultant. April 28, 2016. Jarle Crocker. Director, Training and Technical Assistance. Community Action Partnership. Jcrocker@communityactionpartnership.com. Barbara Mooney. Director, Association of National Certified ROMA Trainers. Values and Satisfaction. Job Satisfaction Indicators:. Work Values. This part of the assessment looks at how people like to do their work.. It’s like your “work personality.”. It is also your “style” of doing things.. Directed By :. Doaa. Abu . Alwafa. . Understanding Customer-Defined Quality. In a total quality setting, quality is defined by the customer.. The following points about customer-defined quality:. The customer must be the organization’s top priority.. "People travel to wonder at the height of the mountains, at the huge waves of the seas, at the long course of the rivers, at the vast compass of the ocean, at the circular motion of the stars, and yet they pass by themselves without wondering”.. September 18, 2014. . Process Overview. The Integrated Service Request System (ISRS) Discrepancy Break/Fix Service Requests (SRs) are evaluated for customer satisfaction. A query is run in ISRS identifying all Discrepancy Break/Fix SRs in a “Pending Closure” status. The results are converted into a report which is exported into an Excel spreadsheet and loaded into a standard letter/email. . Dr. Surej P John. Origin . of the Kano Model. Noriaki. . Kano . Professor at Tokyo Rika University. International Consultant. Received individual . Demming. Prize in 1997. Introduction. Product/service quality is main antecedent of customer satisfaction .