To maintain business continuity, you have to try very hard, sometimes issuing high costs to grab customers. Therefore you must have the innovation to be able to achieve customer satisfaction consistently. Customer satisfaction can result customer loyalty, which leads to an increase in sales volume. According Schnaars, customer satisfaction is a very long-term strategy needs commitment, funding and human resources. The formulation of customer satisfaction is like in this picture:
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| Customer satisfaction formula |
Relationship Marketing Strategy
This strategy is a strategic transaction between seller and buyer in a sustainable manner. Things should be built on this strategy are:
-Focusing on customer retention.
-Quality-oriented and product benefits.
-Paying attention to customer service.
-Have a high commitment to customers.
-Always contact the customer.
Stages of this strategy are:
-Identify, maintain, and improve results from best customers through long-term interactive relationships.
-Establish partnerships with customers continuously to encourage customer loyalty.
-Implement the above with respect to customer database that contains: a list of the best customers, purchase history, designing special products tailored to specific customer requirements, satisfy customers in order to place repeat purchases. You can implement this with the help of CRM Software.
Superior product quality strategy
Companies that want to implement a customer satisfaction program must have a very high quality product. Not only that, but also must have a very satisfactory service. Therefore, this strategy is called a superior-quality product.
Superior customer service strategy
This strategy offers a better service than major competitors. Things to watch out in this strategy are:
-Requires large funds, the ability of good human resources, and effort that was really, in order to create superior service.
-Typically, companies will charge higher prices on its products so that customers benefited greatly from them.
Strategy focus on the best customers
This strategy refers to the concept of pareto. Customer-focused company can earn 20% of customers who regularly consume 80% of the product. The definition of best customers are those who enjoy using your product, those who shop with a lot, not price sensitive. For those of you who focus on these customers, you must be willing to remove the bad customer.
Pay for performance strategy
The background of this strategy is: It is necessary support needed of all organizational resources in order to achieve good customer satisfaction. Employee is spearhead to conduct interaction with customers. In order for employees willing to do it well, then the employee should be satisfied his needs in advance. After that, employees are expected to satisfy customers well.
Those are some strategies how to improve customer satisfaction which I describe in this article first, after this I will write some of the other strategies. Look forward to my next article on how to improve customer satisfaction.
