Products/services that increase "customer satisfaction"
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Marketing Research and Pathfinding
Overview
What is "customer satisfaction"?
What is Customer Satisfaction (Wikipedia)?
wikipedia: Customer satisfaction
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,
