The Importance Of Customer Satisfaction

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According to Faris, 2010, customer satisfaction is a measure on the number of customers or percentage of total customers that exceeds specific satisfaction goals in terms of reported experience with a firm, its products or its services. Consumers will be satisfied with the introduction of high quality products in the market which will puts the business ahead of competition and increases the repeat purchase decisions of consumers. According to Matzlet et al. 2008 stated that many companies make use of customer satisfaction programme in developing new product for consumers and compensate employees for creating customer satisfaction. When a customer is satisfied, there is a huge of making repeat purchases and becoming a sales representative…show more content…
It is a point of differentiation: In a higher competitive marketplace, customer satisfaction is considered as a key differentiation. In the instance two businesses offer the exact same product. What will make you choose one over the offer? I you had a recommendation for one business would that sway your opinion? This all started by what a customer experience with a business will lead the customer to make recommendations which normally sway friends and family to the business companies that offer amazing customer experiences creates enabling environments in which satisfaction is high and huge customer advocates. 3. It reduces customer churn: According to accurate global customer satisfaction report (2008) stated that price is not the main reason for customer churn, it is normally due to the overall poor quality of customer service. Customer satisfaction can help you reduce your customer churn by putting in place new processes to increase overall quality of your customer service. As a researcher, I would like to recommend that business/ companies laid emphasizes on exceeding customer satisfaction by "wowing" the customers at any given opportunity. Then your customer satisfaction will improve…show more content…
Track and trend customer satisfaction: This has to do with measuring customer satisfaction which helps with more insights into how happy your customers owing to the fact that 96% of the customers won't complain that they are unhappy but they will just leave and don't make repurchase. So therefore the business has to use satisfaction tool to gather customer feedback and see how happy they are with your service. 5. Delight customers by being personal: This has to do with personalized service which builds rapport, trust, stronger and lasting customer relationships. The customers don't want to feel like they are speaking to a brand, company or automated email system. Being personal with all communications with your customers is useful to show how you care about them. The Sierra Leone Brewery Limited had attempted in diverse ways to maintain customer satisfaction by bringing quality new products such as fayrous, more time etc to ensure that customers feel satisfied and that their expectations are met. This attempt has been successful by Sierra Leone Brewery Limited because customers are satisfied by the introduction of new products owing to the fact of repeat purchase. When they are satisfied, they will stay with the products of the company. So this clarly shows that new products has been improving the profitability of Sierra Leone Brewery
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