An important factor in determining the probability of success and profits of an organization is the customer satisfactionGreater competition on the supply side has generated more demanding consumers who are less loyal to brands. When customer loyalty is present, customer retention rates and financial results tend to be stable. Just reading the first principle of the quality model is enough to understand why an organization must be customer-oriented:
Organizations depend on their customers and should therefore understand their current and future needs, meet their requirements, and strive to exceed their expectations.
There is a direct relationship between desired results and customer satisfaction, customer loyalty, and customer retention. Without them, it's impossible for an organization to sustain itself. Achieving desired results is often the fruit of customer action.
Knowing and satisfying them benefits companies because a satisfied customer increases their profitability. Furthermore, a satisfied customer will agree, among other things, to pay a premium price if the product or service is tailored to their needs.
Any business without the necessary focus on customer satisfaction is at the mercy of the market. We have more market information, and we have greater access to the competition. Without customer loyalty, a competitor will eventually satisfy those needs, and our retention rate will decline.
Customers rate our products or services based on their perceived quality. For this reason, a focus on quality is essential to ensuring their satisfaction with the products or services provided. This requires an organized quality management plan to assess customer needs and meet them, while also ensuring that we do not overdo it, as this will eventually result in unrecognized expenses for consumers.
There are different types of clients:
- Unsatisfied Customers: They are looking for someone to provide them with the products and services they want.
- Satisfied Customers: open to any opportunity that is better than the current one.
- Loyal Customers: Those who return regardless of what the competition offers.
Dissatisfied customers are an interesting group:
- For every customer who complains, there are at least 25 who don't.
Each dissatisfied customer will tell between 8 and 16 people about their dissatisfaction. Even with the advent of the Internet, some reach thousands. - 91% dissatisfied customers will stop purchasing goods or services from the company.
- An effort to resolve dissatisfaction will result in 85% customers purchasing again.
- Depending on the business, a new customer can cost a company between 4 and 100 times more than trying to retain existing ones.
Keys to being successful with clients:
- The customer is the most important person in any organization.
- The customer doesn't depend on the organization. The organization depends on its customers.
- The client is no longer an interruption of work. He's the purpose of it.
- The customer does a favor when they approach the organization. The organization does the customer no favors by waiting for them.
- The customer is an essential part of the organization, not a stranger.
- Customers aren't just money coming into the register. They're human beings with feelings and deserve to be treated with respect.
- A customer is a person who approaches an organization to satisfy their needs. It's the organization's job to satisfy them.
- The customer deserves the best and most courteous service possible. They are the lifeblood of any business. They pay the wages. Without them, the doors would be closed. Never forget this.
Eng. Juan Pablo Verzini
Industrial Engineer.
