studies suggested that enhancing customer satisfaction is the bottom line of business success Why customer satisfaction

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- Jitin Kollamkudy

2.  Many studies suggested that enhancing customer
satisfaction is the bottom line of business success:
 Ever-increasing market competition
 Only way to retain the Customers
 To expand market share
 To gain more profit
 To enhance/ improve product satisfaction level
 eg. 90% to 95%
 Studies show that it is five times more costly to recruit a
new customer than it is to keep an old customer:
 Why is it costly?
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3.  It is fact that dissatisfied customers tell
 7 to 20 people about their experiences
 While satisfied customers tell
 Only 3 to 5 people
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7.  Customer Satisfaction is the crucial requirement for a
“good reputation”. Those who have it, will find all doors
open
 But those who have lost it, frequently perish or have to
struggle hard to have their names associated with that
magic word “Quality”
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8.  Total customer satisfaction is the primary quality issue.
 Customers are the only people who can determine total
customer satisfaction.
 To achieve total customer satisfaction, the organization
must know the customer, itself, its product, and its
competition.
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10. Thank you
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