MKTG 2030 Lecture Notes - Lecture 11: American Customer Satisfaction Index, Customer Satisfaction
23 Mar 2016
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Lecture 11 notes chapter 11: customer atracion, saisfacion, and retenion strategies. Segment review searching for new needs determining which segments to enter; which segments to leave. Make sure you"re basket of goods and services are current, and that they resonate with your customers. Customer review evaluaing the value exchange evaluaing your relaionship with your customers deciding which customers to keep; which to abandon; which new customers to gather. Customer-centric: sell to those who provide the most beneit to the company, selling more to these customers, companies quanify how much their products/services will aid the customers. Acsi american customer saisfacion index: companies who saisfy their customers more have a higher stock price. Customer saisfacion impacts customer loyalty; increased saisfacion results in a loyal customer. Saisfying customers is the secret to business success. Customer saisfacion is the best way to atract and retain them. Smart companies treat customers not as transacions, but as relaionships.
