By undergoing these changes in order to suit their customers’ preferences, these multinational enterprises were then able to keep up with current market trends as well as to keep their customers happy. Hence, customer feedback is important because it is crucial not only to improve a company’s profits but also as a means to improve a corporation by reinforcing its strengths and overcoming the weaknesses found. Luo and Homburg (2007) suggested that customer satisfaction can increase advertising and promotion efficiency. These researches also added that it can help to save on future marketing costs and help to consume resources in the future while achieving greater efficiency such as saving future marketing communications cost at a given level of
B. Quality customer service requires meeting and exceeding the presumption of others by interacting in a cordial and positive way. C. According to (Sparks, 1992) “…customer service is all about attracting, retaining and enhancing customer relationships”). VII. Retail customer service provides favorable chances to connect with customers and clients by utilizing Godly values that conform to scripture.
Keeping service quality high enables a service firm to achieve customer loyalty and thus retain the existing customers as well as attract new customers to it. Advantages of customer retention is a crucial factor in a service’s growth and development for which reason the firm maintain understanding, meeting and delivering customer expectations as its primary goal. These are strategized as reference points. The customer’s perception about performance is based on these references by which he evaluates the service quality. A thorough understanding of customer expectations is indispensable to marketers.
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.
Literature review Introduction Within this chapter I will discuss customer service and its benefits. What Customer Loyalty is and factors that influence customer loyalty and rewards. What is Customer Service The concept of Customer service can be multifactorial, but I feel that ultimately it involves customer’s satisfaction and how companies strive to retain their customer base by implementing certain customer service procedures to keep the customer happy, in the hope that they can retain their custom and that the customer will then spread the news about the excellent service that was provided by the company. (Twomey, 2012, p. 2), defined it as, The provision of a product or service of a sufficient quality and in a sufficient manner that reaches or exceeds the customer’s expectations However, (Leland & Bailey, 2006, p. 12) expands on this definition by discussing the concept of being “customer focused” and that by appeasing the needs of your customers by any means possible your company will meet the requirements of being customer focused this in turn will improve “customer Loyalty” and “word of mouth”. This would suggest that being customer focused in terms of their needs and expectations can have a major impact on how and why customers use or continue to use your company or
This has been as a result as new technologies available to assist companies in reducing their costs and an increase in market diversity. Although it can be argued that to decide which approach is the most superior depends on the circumstances. The benefits of customer-centric behaviour are evident. These include advantages such as efficiency. This is key to any firm.
With all relationships, this takes time and a consistent and diligent effort. Customer satisfaction and should be the responsibility of every company because without it all the effort and resources invested will be wasted. Transparency in customer relations is sure shot and short routes to any company's success and profitability. The company will assess the level of satisfaction of their customers, Service that takes into account experience, price, quality and value of their products or services. In the spectrum of a wider customer service, the company must always share information on improvement measures committed, feedback received and what has been done with it.
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
Be attentive and passionate about customer needs. Build a trustworthy relationship. This will result in customer loyalty and retention. Maintain feedback of customer service and stay open to suggestions. Convenience The hospitality industry thrives on convenience.
Executive Summary Customer satisfaction shows how the customer perceives delivery of service. Customer satisfaction is a major function regarding service performance which is relative to the customer expectation. Therefore, it is critical to comprehend that how customer expectation is built in order to recognize the factors of service quality in the restaurant. Expectations differs from customer to customer, based on their knowledge and understanding of the product or service. It can be implied that the customer might estimate how the service performance will be or might think what the performance ought to be.