Products/services that increase "customer satisfaction"

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Marketing Research and Pathfinding

Overview

What is "customer satisfaction"?

What is Customer Satisfaction (Wikipedia)?

Need for customer satisfaction

Expansion of profit When "Expectation" exceeds "Satisfaction", or when "Expectation" and "Satisfaction" are equal,

the customer wants to use the service or product again and also wants

to teach others (word-of-mouth). .. → “Expanding earnings”

Long term relationship

Instead of "one-way relationship based on the idea of sold-out", "a long-term and continuous

relationship that emphasizes customer trust" can be established. →"Long-term relationship"

Ways to improve customer satisfaction

It is important to know the customer's "expectation" and think about

things from the customer's perspective.

Listen to customers, quantify and visualize

A salesman listens to the customer's voice through chat (catching ball of conversation)

Collect user's voice regularly, such as taking surveys

→Even if a "customer survey" is installed on the table, the store's attitude deserves evaluation

Develop and upgrade products and services that incorporate customer opinions

Have female high school students develop products. The added value that it was developed from the

user's perspective, and the satisfaction that "we made something together"

"I was born from the voice of the customer" → Create a good corporate image that absorbs the voice of the user and digitizes and data

How to respond to complaints and bad reviews

Call center installation

It also exposes bad evaluations (eg reviews of lodging). Consumers attach great

importance to what they have done.

A "profitable feeling" due to the way it is shown and put out

Even for the same service or product, the customer finally finds the "reason" by "what comes with it" or "what you can do".

<Example>

We will give you a drink ticket, which is included in the room rate

Only for guests staying during the period, we will attach a special drink ticket this time

Treat each customer as a person, not a number

Inform customers about stores and companies by notifying them of information about new plans and

products and sharing the internal environment before anyone else.

Add an original message to the customer to direct mail or postcard

Sharing "thoughts" → <Example> “Beer seller” at the stadium, earning “8,000 yen per hour”

Think about having the seller, who you are, remember and buy again.

Depending on how the game develops, you can sit down next to a customer, watch the game, and get excited

Remember the drinking pace of each customer and do not miss the timing of sales. Others,