Wednesday, June 18, 2014

Ins and Outs of Customer Satisfaction


All businesses care about customer satisfaction whether they offer products or services. Customer experience as well as satisfaction should unarguably be the number one priority for all businesses.
         Is it harder to achieve good customer satisfaction for a service or product? The answer really lies in the expectation set for each of them. In most cases a product is a well defined entity with a feature list or parts and so setting expectation is easier. On the other hand, a service is less tangible than a product. Good businesses tend to do a better job of packaging service and setting clear boundaries and expectations around a service. This leads to better customer satisfaction.
       Customer satisfaction has two components to it. First component is all about expectations and how well the product or service meets those expectations. The other very important component of customer satisfaction is how well the product or service compares to its competition. If the customer is loyal, they will not shop around (true to some extent for recognized brands). However, in general, customers will be dissatisfied if they have had better experience with a competitive product or service.

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Aditi Chopra is an experienced leader in the software industry.
She is a consultant, writer and a leader.
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