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TOPIC 3 CREATING CUSTOMER ORIENTATION, Customer Satisfaction &…
TOPIC 3 CREATING CUSTOMER ORIENTATION
Customer Satisfaction & Engagement
Customer satisfaction is the result of delivering a product or service that meets customer requirements
Customer Engagement is evolving from customer satisfaction & royalty
Identyfying Customer
Types Of Customer
Internal Customer
External Customer
Consumers
Examples Of Customer Segmentation
Demographics-age, race, gender
Geograhphy- Urban, rural, sub-urban
Volumes- size of products bought
Profit potential- from the sales, high potential
Characteristics of customer engagement
Customer retention & loyalty
Customer willingness to make an effort to do business with the organisation
Customer willingness to actively advocate for & recommend the brand & product offerings
Understanding Customer Needs
Key Dimensions Of Quality
Service Quality Dimensions
Kano Model Of Customer Requirements
Customer Focused And Relationship Management
Customer Commitements
Customer Contact & Interaction
Selecting & Developing Customer Contact Employees (CCE)
Complaint Management & Service Recovery