Explain the impact of customer service on the performance of the business Customer service is key to business performance. It helps business’s retain or grow existing customers and win new customers. It builds a business’s reputation and trustworthiness. It also enables a business to be more efficient by improving processes and reducing the number of problems created for customers. With the ability to quickly adapt and handle customer concerns, customer service represents an area small businesses excel in, according to the University of Maryland 's Robert H. Smith School of Business.
All this will then in turn contribute to the retention and loyalty of customers. Factors that Influence Customer Loyalty Excellent customer service and complete satisfaction with the product or service are major factors that are relied on and influence customer loyalty. (Leland & Bailey, 2006, p. 9) stated, “Customers want a competitive price, good value, convenience and customer service and they want it yesterday” This suggests that customer loyalty relies upon customer service and matching what the customer wants and what they get in terms of satisfaction. There are many factors that can influence this such as, • Handling of customer complaints and compliments • Addressing
They developed the concepts of "cycle of success" and "cycle of failure". In the cycle of success, they propose that an investment in employees’ ability to provide superior service to customers can be seen as a virtuous cycle in which benefits would be interlinked. Furthermore, they emphasize that efforts spent in selecting and training employees and creating a corporate culture in which they are empowered can lead to increased employee satisfaction and employee competence. Consequently, this will possibly result in superior service delivery and customer satisfaction. This in turn, will create customer loyalty, improved sales levels, and higher profit margins.
One of the benefits is that employee empowerment improves the quality of work from the employees. This is because through the practice, the employees are made to feel that they are playing a role in the organization’s well being as well as contributing to the success of the organization and have an importance to the world. This would be through the personal pride to their work, flexibility and freedom that the practice provides to them especially in decision making which results to their high productivity hence quality work. Secondly, the practice provides employee satisfaction since the employees have an engaging work culture that is flexible creating empowerment. The empowerment, through its ways such as fun work culture, public recognition of employees for their success stories and increased responsibilities contributes to the sense of feeling satisfied which also relate to increased loyalty levels and retention ratios.
Service Portfolio Transcom’s service portfolio is designed to enable the creation of outstanding customer experiences, while also reducing cost and helping to drive growth for our clients. Our suite of services includes customer care, sales, technical support and credit management services, delivered through our extensive network of contact centers and our work-at-home agent network. Our customer experience specialists engage with your customers in multiple channels, including phone, e-mail, chat and in social media communities. Customer service Transcom’s service-focused agents deliver service excellence in order to help create competitive differentiation for your business. They are thoroughly trained to support best-in-class product, service
One of the corporate values of this company is to provide an enriching and rewarding workplace for its employees. Its management strives to attain this by focusing to deliver quality services to its staff members through trying to mirror the viewpoint that its customers have concerning the company. It also uses some of its benefits like for example part of its profit to cater for various products such as accident protection insurance, company-paid cancer policy, and employer-paid life insurance for the employees. Providing these products freely or at subsidized prices mean the company focuses not only on attaining benefits but also on ensuring the corporate values are
This was a conclusion from their study to know the role of individual characteristics on customer loyalty. The results show that some individual factors have positive and significant relationships with the customer loyalty; these factors are masculinity level, agreeableness, self-esteem, emotional stability, internal locus of control and openness to experience. Durukan & Bozaci, (2011) inferred from the research results that giving importance to customer loyalty creating and maintaining activities in societies and cultures, which has high level of masculinity, agreeableness, self-esteem, emotional stability, internal locus of control and openness to experience, would be a more profitable and effective approach for businesses. Loyalty is not determined exclusively by the intrinsic characteristics of service offered; it can also depend on external traditional activities, such as advertising and public relations, well known to those in charge of marketing (Nguyen et al 2013). Nguyen et al (2013) added that “to build customer loyalty and sustain it, relationship marketing can play a key role to influence positively customers’ perceptions of the organization and to enhance customer trust.” Customer loyalty is of prime importance for business
By this we can say there is a direct relation with the customer service and satisfaction of the customer. Relationship of customer services with loyalty: Customer services have huge impact on loyalty of the customer. Customer services can enhance the behavior of customer to re buy the product like satisfaction the loyalty is also a post behavior of the customer. Loyal customer will be the one who has trust and full satisfaction about the product so both have positive relation. Effects of customer services on customer satisfaction and loyalty: As both the variables has positive relation with customer services so customer services have huge impact on the satisfaction and loyalty both satisfaction and loyalty are post behavior of the customer if quality customer services are provided like warrantee, repairs insurance etc can attract the customer to re buy the same product his/her loyalty will definitely
Chapter Summaries: The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World by Ahmed ElAwadly Preface: The book is surrounded by the Ultimate Golden Rule: treating others as you would like to be treated. To follow this golden rule and over-achieve in a customer driven field through profitable ad successful customer relationships. This is a book is guided path of how to truly grow one’s business through sustainable good profits which is derived from consistently delivering a customer experience worthy of their loyalty. Introduction: The management approach in conjunction with the net prompter system is a successful way to achieve good profits, ethical profits from enhancing the lives of the customers instead of using the old version of a bad habit by exploiting your customers. The main objective is to have full use of ‘word of mouth’ to enhance your business.
(1994), Eklof and Westlund (1998), and Geyskens et al. (1999), customer satisfaction was very important to the profitability of the organization. Naumann (20010 pointed that customer satisfaction is a part of strategic planning of the organization. In addition, Augus (2000) said that implementing total quality management could improve the company’s customer satisfaction. However, Concept Articulation that effective TQM processes can generate great improvements in both product and service quality which then resulted in increased customer satisfaction and organization’s profit (Gallear, D and A. Ghobadian, 2004).