CUSTOMER SATISFACTION AND BEYOND
Subject: Sales management
Submitted to: Mr. Raghunathan
Praveen Kumar Jha (09234)
Ravi Teja Reddy. S (0409020)
Ramya. K (09238)
Shwetha Reddy. T (0409018)
Krishna Sumanth .C (0409004)
Business industry today is complex. There are big competitions in every business. That is why many research and study are being conduct for their continuous growth. Customer’s loyalty is one factor that can help to many organizations. If they gain their trust, that will be mean a long relationship with them. They can also ask for a referral to their friends, families and business associates. Thus, the customer’s loyalty is one of the important tool or way for the company’s brand awareness and it is the cheapest way. For big companies are expending much money for brand awareness, excellent customer’s service that will lead to their loyalty is a big factor for their business.
Objective of study: * To understand the effect of customer satisfaction on sales generated by the organization. * To understand the difference between customer satisfaction and customer delight. * To understand the effect of dissatisfied customer in HCL Infosystems Ltd Hyderabad.
Contents Introduction: 4 Customer Satisfaction: 4 Factors effecting customer satisfaction: 5 Effect of Customer Satisfaction on Customer Loyalty and Retention: 6 Customer Delight: 8 Difference between Customer Satisfaction and Customer Delight: 8 Why Delighting Customer? 8 How to keep customer delight? 9 Importance of customer delight: 9 Customer delight curve: 9 Beneficial for the management: 10 Beneficial for the company: 10 Customer Loyalty: 10 Loyalty Attitudes: 11 Value of Greater Customer Loyalty: 11 Moving Customers beyond Customer Satisfaction to Loyalty: 12 Overcoming Common Selling Problems & Key Points To Get The Customers Satisfied: 13 Case study: HCL Infosystems
Bibliography: * “Why the customers don’t want what you want them to do” * “Delivering and Designing Superior Customer Value – Concepts, Cases and Applications” by Art Weinstein and William C. Johnson, CRC Press 1999, USA * “An Overview of Customer Satisfaction and Loyalty” by Joe Jennings, Vice President, ICR Survey, Pennsylvania, USA * “Get Inside the Lives of Your Customers” by Patricia B. Seybold, Harvard Business Review, May 2001