What practical measures can be taken to improve customer satisfaction?

K

KELVIN

#21
Hello darkafar,

What makes a good recipe for customer sastifaction?

Your boss is seem forget to ask what is the basic recipe of customer sastisfaction.Do you think that recipe below is enough to sastify a customer basic needs , make them happy & give you more business?:bonk:

1: to get accredited with ISO14001 by the end of next year.
- Customer is buying your product/service, but not paying for your ISO standard.If this is one of the requirement to get the business. Just do it! You want the bussiness , then you have to invest.It was just a bussiness strategic requirement , yet to talk about how to delight a customer.

2: to become the best supplier of 3 of our five biggest customers.
- How do you define the best or world class suppliers ? Back to basic question, what customer to expect you to be the best? Cost ? Quality ?Delivery ?Service?Reputation?Integrity? Are you only the single source supplier to this company? Be more realistic, customer is not just simply sastified because you already become the best world class supplier.

Ultimately, they are still looking at Price,how well you can perform cost reduction every year.
Product Quality is already built in, lesser problems / no problems.
Customer service to be more proactive, gd behaviour, integrity.
Delivery is always on JIT mode.

Personally,customer relationship management is a key contribution.I'm not asking you to bribe them , but to treat them as your gd business partner/friends.That's why CRM come to enhance customer relationship.May be you can ask your boss to attend CRM course as well......at least to understand the basic of what is customer needs before implement something not practical & non-value added things.

Customer sastifaction = Customer Delight -Inclusive of different degree of expectations,perceptions,mind mapping,personnel feeling & relationship.
It will always be two way traffic approach before we are setting a good recipe to delight customer.What is the KPI ? Customer Scorecard
> 90 % , Reqular QBR Session,Business Volume Trending Analysis,Customer Visits,Customer Day,CI project to improve customer processes. The single methodology may not applicable for all customer.Study & analyse the individual customer needs first. :magic:
 
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C

Craig H.

#22
Your problem is still there!!
Yes, especially if you are not the "best" for 3 out of 5 of your biggest customers. IMO, this is a non-goal, because...

what the heck does "best" mean?

What is the criteria?

While I am commenting, and while trying to not be overly critical, it appears to me that much of what has been said so far concentrates on the company looking in on itself. The first post did have a method of determining the customer satisfaction level, using a survey. Although I think there might be a better way at this point (customer service/sales input?) if the goal is to be a "best" supplier, this would be a good place to start to define "best".

Again, while I am on a ranting roll here, why not take a look in the other direction, too? How well does the company communicate with their suppliers? Could some problems and hassles be reduced before materials arrive at the work site?

Finally, does the company track customer complaints? There might be a gold mine of information there as well (although I am sure, like me, they hope not).

Interesting thread, folks!
 
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