Satisfaction is a condition that is expected to consumers and companies. Yet how to improve customer satisfaction? Actually a lot of ways owned by the company to understand the behavior of consumers, especially to create and enhance customer satisfaction this. To simplify Schnaars classifying the various ways these into four groups:
- Building a good relationship with the consumer (building relationships with customers).
- Excellence in customer service (superior customer service).
- Absolute guarantees (unconditional guarantee).
- Handling customer complaints effectively (holding complaint efficient).
1. Build Relationships with Customers
Customer satisfaction strategy can be formed through a good relationship with the consumer in the long term, thereby increasing customer loyalty. Closer relationships with consumers, when combined with high quality products and prompt delivery can be used to gain competitive advantage.
2. Winning in the Consumer Services
Customer satisfaction strategy is similar to providing a higher level of service than competitors. Companies that offer better services usually charge a higher price for their products. Companies that provide higher service tend to have larger market share and grow faster than competitors that provide services low.
3. Absolute Guarantees
The existence of the warranty is another opportunity to create consumer satisfaction. Warranty reduce the risk of consumer purchases and implies that the product is high quality. Well-designed guarantee will result in some gains customer loyalty that will ultimately make a purchase again. It will also create the news by word of mouth (word by mouth) are positive on the new consumer.
4. Effective Customer Complaint Handling
Handling customer complaints offer an opportunity to change consumer dissatisfaction into satisfaction at the company's products quickly.
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