THERE ARE THREE PRINCIPLES THAT
CAN BE APPLIED TO KNOWLEDGE MANAGEMENT
- Knowledge can only ever be volunteered, it cannot be
conscripted. We always know more than we can tell, and we can always tell more than we can put in writing
- We only know
what we know at the point we need to know it
GOING
FROM SATISFACTION TO DELIGHT
What
is customer satisfaction?
Customer satisfaction is a measure of how products and services provided
by an organization or company meets or surpasses all customer expectations.
From the perspective of the organization . It is defined as the number of
percentage of total customer who’s reported experience with the company its
goods or services exceed specified satisfaction goals. Satisfying every simple
customer produces loyal customers and the organization gains positive word
of month
marketing which is high free and highly effective.
It
is very useful for an organization that wants to remain profitable deploy
the use of a guide to rate customer satisfaction. It provides a leading indicator of consumer purchase intention and loyalty
THE
PRACTICAL WAYS IN WHICH AN ORGANIZATION CAN MEASURE CUSTOMER SATISFACTION
THROUGH CUSTOMER FACING PERSONNEL
1. By encouraging face to face dealings: It is important to meet the client regularly. The client finds it easier to
relate to and work with someone they see
regularly as opposed to a new face in
the banking hall
2. Responding to message promptly and keeping clients
informed: This goes
without saying as it can be very
annoying to wait around for day for a response to an email or phone call
3. Being friendly well approachable: It is very important to be friendly, conteous and make the client feel like they have a personal friend in the organization who is always there to help them out .
4. Having a clearly : defined customer service policy : a clearly defined customer service policy
will gave a lot of time and effort in the long run
5. Attention to detail: It is also useful to pay
attention to little details showing the
customer that the organization cares .
it could be as simple as sending
happy birthday cards.
6. Anticipate clients need and go out of the way to help them out
7. Honouring promises : It is very important to under
promise and over deliver as it increases the customers faith in the
organization
CUSTOMER DELIGHT
While
customer satisfaction is meeting customer expectations to advance your
competitive edge, customer delight goes beyond meeting customer expectation
far exceeds their expectations by satisfying both needs and
desires. It is more that just feeling
great about a product or service, to also directly affect the rate of return and referrals made by
the customer . According to
Bart and Allen Berrys customer
satisfaction behavior cure (1 to 10 scale)
, there is a direct relationship with level of sales and level of customer delight
. Return and recommend rate percentages range from 65% to 95% meaning that
delighted customers will tell six to nine
people out of ten about their
satisfaction experience and it is
guaranteed that some of these folks will
also tell others. It generates free advertising that monetary
value cannot be attributed to.
Customer
delight keeps customer coming back for more and also increases patronage from
new customers
BELOW
ARE FIVE EASY STEPS TO MOVE THE CLIENT FROM SATISFACTION TO DELIGHT
1. Address the customer by name in the context with the right prefix (Mr., Mrs., doctor, professor etc). This step is in every customer service article published but not many organizations do it . It makes as client feel
important when they are greeted by their name as they work through the door
2. Show
appreciation: It starts with a simple thank you as the customer is leaving the office appreciate goes well behind
this simple kind
gesture
3. Empower employees: The organization needs to empower employees
to benel negotiable rules sometimes for
the sake of the customer
4.
Go the extra
mile:
Customer is enjoy the fact that businesses stretch service principles just
for them
conclude a trash joy for a
regular customer in a heat without
charging extra for the service put aside a customers preferred product to it is ready and waiting the next Time they come into the organizations
Follow up: Some organizations call after a
scheduled service to ensure the
situation was handled to the customers satisfaction when a business
phones to make sure the customer is
being cared for properly, it
makes the client feel important and
valued .