Why Satisfied Customers Defect PDF Download

Author: Jones Staff
Publisher:
ISBN: 9780000956064
Category :
Languages : en
Pages :

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Author: Thomas Bister-Füsser
Publisher: GRIN Verlag
ISBN: 3640890531
Category :
Languages : de
Pages : 37

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Book Description
Wissenschaftlicher Aufsatz aus dem Jahr 2011 im Fachbereich BWL - Marketing, Unternehmenskommunikation, CRM, Marktforschung, Social Media, Sprache: Deutsch, Abstract: What is customer satisfaction? Customer satisfaction is something formed and hosted in peoples' (customers' that is) minds. Customer satisfaction is the result of a comparison. Customers are expected to compare their pre-purchase expectations of a product with their post-purchase experience. Satisfied customers see their expectations met or surpassed by the product, dissatisfied customers see their expectations disappointed. This, in short, is the rationale behind customer satisfaction's formation and this rationale, despite some stray definitions and operationalizations in the field seems to form the minimum agreement. Agreement, however, vanishes once it comes to the questions what follows from customer satisfaction. Some reasons for this "disagreement" have been identified elsewhere as diverging definitions and different forms to measure customer satisfaction. This short paper will go a step further and look at some analytical properties of the concept of customer satisfaction. These properties will be examined with reference to questions like, why is customer satisfaction expected to influence customer behaviour? What theoretical link exists between customer satisfaction and customer behaviour? And what theoretical shortcomings do explain the fact that after decades of research the status of customer satisfaction remains unclear at best? To answer these questions the next chapter provides the bleak picture of customer satisfaction's relationship with customers behaviour. Based on doubts sowed in this chapter with respect to the concepts fruitful application, the following chapter will provide an analytic view on customer satisfaction. The next chapter of this paper will look for a theory that can provide the link between customers' satisfaction and their behaviour or for a theory that can preven

Author: Thomas Bister-Füsser
Publisher: GRIN Verlag
ISBN: 3640890361
Category : Business & Economics
Languages : de
Pages : 17

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Book Description
Wissenschaftlicher Aufsatz aus dem Jahr 2011 im Fachbereich BWL - Offline-Marketing und Online-Marketing, , Sprache: Deutsch, Abstract: What is customer satisfaction? Customer satisfaction is something formed and hosted in peoples’ (customers’ that is) minds. Customer satisfaction is the result of a comparison. Customers are expected to compare their pre-purchase expectations of a product with their post-purchase experience. Satisfied customers see their expectations met or surpassed by the product, dissatisfied customers see their expectations disappointed. This, in short, is the rationale behind customer satisfaction’s formation and this rationale, despite some stray definitions and operationalizations in the field seems to form the minimum agreement. Agreement, however, vanishes once it comes to the questions what follows from customer satisfaction. Some reasons for this “disagreement” have been identified elsewhere as diverging definitions and different forms to measure customer satisfaction. This short paper will go a step further and look at some analytical properties of the concept of customer satisfaction. These properties will be examined with reference to questions like, why is customer satisfaction expected to influence customer behaviour? What theoretical link exists between customer satisfaction and customer behaviour? And what theoretical shortcomings do explain the fact that after decades of research the status of customer satisfaction remains unclear at best? To answer these questions the next chapter provides the bleak picture of customer satisfaction’s relationship with customers behaviour. Based on doubts sowed in this chapter with respect to the concepts fruitful application, the following chapter will provide an analytic view on customer satisfaction. The next chapter of this paper will look for a theory that can provide the link between customers’ satisfaction and their behaviour or for a theory that can prevent the link from being established. This chapter will draw from Ajzen’s model of planned behaviour. Therefore, it will be necessary to unwrap the hidden premises upon which the assumption that customers’ satisfaction will influences customers’ behaviour is based upon. A final chapter will list results and describe consequences.

Author: Jim Asplund
Publisher: Simon and Schuster
ISBN: 1595620451
Category : Business & Economics
Languages : en
Pages : 320

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Six Sigma changed the face of manufacturing quality. Now, HumanSigma is poised to do the same for sales and service organizations. Human Sigma offers an innovative, research-based approach to one of the toughest challenges businesses face today: how to effectively manage the employee-customer encounter to drive business success. Based on research spanning 10 million employees and 10 million customers around the world, the Human Sigma approach combines a proven method for assessing the health of the employee-customer encounter with a disciplined process for improving it. Human Sigma is based on five rules to bring excellence to how employees engage and interact with customers: RULE #1: E Pluribus Unum. Employee and customer experiences must be managed together — not as separate entities. RULE #2: Feelings Are Facts. Emotions drive and shape the employee-customer encounter. RULE #3: Think Globally, Measure and Act Locally. The employee-customer encounter must be measured and managed at the local level. RULE #4: There Is One Number You Need to Know. Employee and customer engagement interact to drive enhanced financial performance. And this interaction can be quantified and summarized with a single performance metric. RULE #5: If You Pray for Potatoes, You Better Grab a Hoe. Good intentions alone do not constitute a plan of action. Sustainable improvement in the employee-customer encounter requires disciplined local action coupled with a companywide commitment to changing how employees are recruited, positioned in roles, rewarded and recognized, and importantly, how they are managed. Essential reading for global business leaders, Human Sigma shows how sales and service companies can flourish in the new global economy. It reveals a profoundly different method for managing human systems for growth. Blending strategic analysis with hands-on, practical steps and advice, Human Sigma will change how you view your work, your employees and your customers forever.

Author: Nigel Hill
Publisher: The Leadership Factor
ISBN: 0955416116
Category : Consumer satisfaction
Languages : en
Pages : 322

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This book does a tremendous job of bringing to life customer satisfaction and its significance to modern businesses. The numerous examples contained within the book's pages have proved a fresh and continuous source of inspiration and expertise as I work with my organisation in helping them understand why we should do what matters most to our customers and the lasting effect such actions will have on both our customer loyalty and retention. The authors are to be commended.

Author: James L. Heskett
Publisher: Simon and Schuster
ISBN: 1439108307
Category : Business & Economics
Languages : en
Pages : 345

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In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.

Author: Paul M. Swamidass
Publisher: Springer Science & Business Media
ISBN: 0792386302
Category : Business & Economics
Languages : en
Pages : 833

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Production and manufacturing management since the 1980s has absorbed in rapid succession several new production management concepts: manufacturing strategy, focused factory, just-in-time manufacturing, concurrent engineering, total quality management, supply chain management, flexible manufacturing systems, lean production, mass customization, and more. With the increasing globalization of manufacturing, the field will continue to expand. This encyclopedia's audience includes anyone concerned with manufacturing techniques, methods, and manufacturing decisions.

Author: Claes Fornell
Publisher: Macmillan
ISBN: 0230604064
Category : Business & Economics
Languages : en
Pages : 256

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A leading expert redefines customer service for the twenty-first century

Author: David Leo
Publisher: AMACOM
ISBN: 0814439144
Category : Business & Economics
Languages : en
Pages : 308

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Book Description
Do you want to become a million-dollar financial advisor, boost client satisfaction, and dramatically expand your business? This book provides all the answers and strategies you need to do just that. Complete with proven techniques, expert insights, and practical tips to maximize your profitability, The Financial Advisor’s Success Manual will show you how to break the cycle of moderate growth by teaching you how to: Develop a differentiation strategy Define and implement your six core client-facing processes Balance the cost of services with the value delivered Enhance client loyalty Perfect your personal marketing and sales approach You didn’t start your financial services firm with a goal of modest gains. So don’t settle for that! By implementing the methodologies and strategies in this manual, you can grow your business beyond your wildest expectations--all while serving your clients better.

Author: Frederick F. Reichheld
Publisher: Harvard Business Press
ISBN: 9781578512058
Category : Business & Economics
Languages : en
Pages : 248

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Reichheld draws upon case studies of a variety of businesses including Harley-Davidson, Dell Computer, and Enterprise Rent-A-Car to show how employee and customer loyalty promote financial success. His approach to developing loyalty is based upon six principles of leadership including never profiting at the expense of partners, rewarding the right results, and honest communication. Reichheld is a Bain Fellow and author of The Loyalty Effect. c. Book News Inc.