1. Customer Satisfaction Tanetra Austin 2010

3. How many satisfied customers it has

4. How much they buy

5. How often they buy

6. Customers that are satisfied will increase in number.

8. A quality product

9. A reasonable price

10. On time delivery

13. Who is the Customer contd. Internal: -Receives a product or service -Exchanges a product or service -Provides a product or service Inputs from External Customers Outputs To External Customers Internal Customer Customer/Supplier Chain

18. Identify each market segment

19. Write down the requirements

20. Communicate the requirements

21. Organize processes

26. Its best to remember the following about front-line people:Challenge them to develop better methods Give them the authority to solve problems Be sure they are adequately trained

28. Leaders should:Lead by example Listen to the front-line people Strive for continuous process improvement

29. Works Cited Customer Satisfaction (n.d.). The Gelfond Group. Retrieved from http://www.gelfondgroup.com/linkage.cfm Besterfield, Dale, H ., Besterfield-Michna, Carol, Besterfield, H. Glen, Bestergield- Sacre , Mary,.(2003) Customer Satisfaction. Helba Stephen. Yarnell Debbie. (Eds), Total Quality Management (pgs. 55-80) Location: Upper Saddle River, New Jersey