What is a Satisfaction Guarantee?

Service satisfaction refers to service measures taken at different stages of the product's life cycle before, during, and after the product's life to satisfy customers. This is mainly because in every step of the service process, we can put ourselves in the position of thinking for customers, so as to benefit customers and facilitate customers.

Service satisfaction

The improvement of service level is particularly important because the company implements service satisfaction methods from product development:

1,

1. Regular inspections and progressive inspections according to time.

2. Comprehensive, typical and abstract investigations by object.

3. Divided into direct survey, interview survey, questionnaire survey according to the method.

Staff and customer opinion inspection

1. Service satisfaction behavior enhancement (praise, reward, participation, promotion)

2. Service satisfaction is mainly reflected in:

(A) Pre-sale: Interview with competitors

1.Determine who your competitors are

2. Access to competitors

The product structure of the main product promotion products, auxiliary products, best-selling products, product sales are usually the number of visitors, unit price, number of visitors on holidays, and unit price. Promotional shopping environment, merchandise display and hospitality. Find out the advantages of competitors and imitate them for your own use.

(2) During the sale: When receiving customers with a sincere heart, treat customers as their friends and relatives, serve customers enthusiastically, and achieve customer satisfaction!

(3) After-sales: Establish and improve customer files, establish complaints and suggestions system

Today, the uncertainty of the external environment of the enterprise (market, policy, technology, individualized consumer demand, borderless competition, etc.) is rapidly increasing and transformative technologies may appear at any time. Today, the operating environment facing enterprises is: personalized customers Services; rapid development of IT technology; shortening of product life cycles; price competition; reorganization of distribution channels; market saturation; global standards, etc. With more customer needs, higher expectations, more knowledge, centralized purchasing power, and more complex purchasing behaviors, the challenges to marketing are mainly to find ways to approach customers and improve customer satisfaction with service satisfaction. Marketing experience data tells us: 100 satisfied customers will bring 25 new customers, and each time a customer complaint is received, it means that there are still 20 sympathetic customers. The cost of acquiring a new customer is to maintain a satisfied customer 5 times the cost; 60% of new customers come from referrals from existing customers. Among dissatisfied customers, 4% will tell you the reasons for their dissatisfaction and dissatisfaction; 96% will turn around and 91% will Will come again. If the customer's survival rate increases by 5%, the profit will increase by 70%. In the customer's purchasing motivation influence factor, the loyalty program accounts for 22%; customer service is 37%; product choice is 37%; easy return is 40%; marketing 1: 25: 8: 1 in Chinese means that a good customer service will affect 25 to generate purchase desire, of which 8 will generate purchase desire, and 1 will generate purchase behavior. 80% of profits are generated by 20% of customers. 84% of people make unplanned purchases, and 92% of customers decide which brands to buy in the store. It can be seen from the above that the importance of improving customer perceived service satisfaction to marketing. Highly satisfied customer service is to anticipate customer needs in advance, provide customers with solutions before problems occur, provide services that surprise customers, Customers are happy when receiving service. For customer satisfaction, one is based on customer expectations. As Laval, former vice president of Disney, once said: Customer behavior and customer expectations determine the lifeblood of a business. Customer science is mainly to find out the key qualities and values that determine products (services) from the eyes of customers and study how to measure how these qualities and values affect customer behavior, and then provide incentives for customers to come back and make profits. In the theme park of Disney Company, in order to "neat" and "clean", the company first let employees continuously pick up small paper scraps and garbage, so that customers can imitate and imitate. Arranging a garbage bin at a distance effectively avoids littering of paper and garbage by customers; the second is thinking and acting based on complete customer experience. From the contact with the product itself, to the interactive atmosphere with the enterprise to the purchase of the product, all aspects of the customer experience are formed. Therefore, it is not enough for a company to just launch a delicious and delicious burger. It is also necessary to ensure that the entire process of preparing the burger meets the customer's needs. It must also take into account the situation when the customer purchases the product. Cumulatively formed; the third is to promote a service culture and cultivate service culture through measures such as stories, legends, heroes, and training. Dealing with the emotional costs of employees, when they face customers, they treat themselves as actors on the stage, eliminating involuntary negative self-consciousness, making employees pay extra, and keeping an eye on the surrounding areas can improve service.