Providence Business News Online

Archive for the ‘General’ Category

Customers happy, satisfied and unsatisfied: After identifying the active and inactive customers, and conduct market research has revealed that their levels of satisfaction, they can be classified as follows:
Pleased customers: Those who perceived that the performance of the company, product and service have exceeded their expectations. According to Philip Kotler (in his book “Marketing Management”), being pleased creates an emotional affinity with the brand, not just a rational preference, and this leads to a high loyalty of consumers. Therefore, to maintain them at that level of customer satisfaction, we must overcome the offer made to them through a personalized service that surprised every time you make a purchase.
Satisfied Clients: Those who saw the performance of the company, product and service matches your expectations. Such customers are reluctant to switch brands, but you can do if you find another provider that offers a better offer. If you want to raise the level of satisfaction of these customers should plan and implement services that can be perceived by them as a plus they do not expect to receive. Business is a great thing!
Dissatisfied customers: Those who saw the performance of the company, product or service below your expectations, so do not want to repeat the unpleasant experience and opt for another provider. If you want to regain the confidence of their customers, you need to make a thorough inquiry into the causes of their dissatisfaction and then make corrections as necessary. Usually, such actions are very expensive because they have to change a perception that is rooted in the conscious and subconscious of such clients.