Treating customers with respect, greeting them with enthusiasm and going above and beyond to resolve any problems and issues can keep customers coming back. When companies seek to resolve problems and issues in a quick, pleasant and efficient manner, customers remain confident in the company and continue the business relationship. In addition, happy customers help spread positive word-of-mouth, resulting in an additional avenue for marketing and advertising for your company. Small businesses can compete with larger businesses by cultivating customer relationships through personal attention and
According to Barksdale and Darden(1971),it stated that the customer focus represent on identifying the customers’ needs and satisfying them in meeting the organizational goal. It is one of the marketing strategy as it would help in achieving a better success for the consumers. Therefore, the process of linking this strategy to the customer could be divided into two steps: (a) identifying the core process, defining the key outputs of these processes, and defining how much cost or profits could be reduced or increased; (b) identifying and defining the customer needs, requirements, and expectation (Banuelas and Antony, 2002 cited by Tritos, 2005). Therefore, we need to build up relationship with them in order to know what they want and able to satisfy their needs. The construct of customer focus is a staple of relationship marketing, which refers to “the process of identifying and establishing, maintaining, enhancing, and when necessary terminating relationships with customers and other stakeholders”(Gronroos, 2004 cited by Augustine, 2011).
Feelings, affection, aspirations, desires and wants of the family members become the basic criterion for decision making. Decisions are normally taken by heart. Such decisions may prove to be the best for having smooth and healthy relations in the family and to protect the family virtues but may prove to be disasters for the business. Now, if we consider business management, it resembles more to the capitalistic approach where there is complete freedom to the persons working in the business to manage his or her assigned task. They too will be efficient since they will take rational decisions to improve their economic well being.
Salespersons and their managers are important in keeping good relationship with customers and providing them superior products and services. The effective way to motivate salesperson to be customer orientation is through their compensation plans. Salespersons are more customers oriented and hardworking if their compensation is related to customers. Company also gives training to salesperson to ensure them focus on their customers. Customer orientation is not only focuses on customers’ needs, it includes other stakeholders’ expectation too.
Having discussed how the various strategies of downsizing can be implemented, attention now turns to discussing the advantages that can be derived from consulting with employees about the downsizing process. Research has shown that consultation, employee involvement and interactive communication can help ease the implementation of the downsizing process (Appelbaum et al., 2003). Cameron et al. (1991) suggested that the most effective strategies for downsizing were those that were actually recommended and designed by the employees themselves. Mishra et al.
The way you interact with your superiors and fellow workers says a lot about your personality and level of education. Companies want staff who will perform well in their businesses. Additionally, they have to know how to talk to a customer without attacking them, write a professional email, talk on the phone with business associates and clients in the correct manner, and be able to solve problems with professionalism and patience. Moreover, they can more easily negotiate agreements with other businesses without being afraid of misunderstandings. In addition, business etiquette is a valuable skill for people as it helps to separate them from the majority and to achieve their dreams, as they have more chances of success with good business etiquette than others who do not own this skill.
CHAPTER 1 1.1 INTRODUCTION Satisfying customers is one of the main objectives of every business. The message is obvious – satisfied customers improve business and dissatisfied customers impair business. Customer satisfaction is an asset that should be monitored and managed just like any physical asset. Introduction to Customer satisfaction: Customer satisfaction is a term frequently used in marketing. It is a measure of how products and services supplied by a company meet or surpass customer expectation.
For example, the government needs to study consumers' behavior to provide them with the goods and services they need to understand potential future issues such as disease, environmental pollution and so on. In addition, understanding the behavior of consumers is essential before implementing remarketing programs. For instance, the motives, attitudes or behavior of consumers when the product is low quality or harmful. Moreover, consumer behavior research not only benefits marketers but also benefits the business. Since it helps them create a strong point in understanding the customer, resulting in satisfying consumer demand for product / service satisfaction.
CHAPTER TWO LITERATURE REVIEW 2.1 Introduction This chapter examines previous research work and information related to the this study and this chapter will define the key terms of the research such as service quality, servqual model, and customer satisfaction according to the past literature. It then concludes with a chapter summary. 2.2 Service Quality The term “service quality” can be used to denote different concepts. Johnston define the service quality as how an organization treats it 's customers. And he further express that how organization will act to satisfy their customers requirements and their needs and wants as well as how well the service will be delivered to customers to couple with customers expectation level of service.
A good employee should be have every knowledge about the store so they can give the fastest and correct information to their customers. Share information with the customers like explain how the product work, what ingredients used to make the foods and understand what they need is a employee job. Company and employee should be thank their customers for doing business with them , reward them for being loyalty like giving some discount , some voucher to let customers continue support the company. Of course , stay connected with customers also the ways that don’t lose customers easily , inform