After-Sale Service of Online Marketing

The company knows the demands of the customers and they are well orientated in the service and the knowledge of the products and this is the element that makes them prosperous. Jean’s Rare Find Books belief in customer service and satisfaction enables a comfortable and peaceful atmosphere and in return produces a strong customer loyalty for the company. Customer satisfaction and customer retention externally and internally is measured by the perspective of the customers and thus implements the reason for the company’s prosperity. Customer perspective is a key factor on how the customer views the company.

Today’s world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. An important way to an organisation to get an edge over its competitors is to provide extra service to satisfy and delight their customers, which can retain them and also gain new customers. Therefore the achievement of customer satisfaction must be a major objective in all organisations.

Sales take place on facts more readily than on assumptions. Customer satisfaction is also a result of actually delivering value to the customer which he measures by factors like price, delivery and quality. Service is an important feature in any customer relationship and this too is dependant on these reasons that convey a perception of reliability.

To compete now a day’s competitive environment companies have to take a look on customer satisfaction as a high priority because they now a days demands improved products in quality, cost and reliability. And these are the key factors on which the organization must focus on and to consider those key factors, organizations must adopt new approaches of management to gain the satisfaction of customer. We can examine every item in the figure shown below.

Customer satisfaction and service quality are the two important components that direct anyone’s attention in every concept related to marketing, services, etc. (Spreng and Mackoy, 2006). In today’s competitive era, the success lies in

Organizations like Amazon store realized that attaining long-term customer value through delivery of quality services is the key to their existence. Also, be alert to the customer’s needs and wants, because having a loyal base of satisfied customer brings relevant performance indicators. For example, increase in sales improved profits, and possible higher market share (Shamma & Hassan, 2013).

It is imperative to satisfy customers and give them an amazing experience at the company. While it cost less to sell to existing customers and companies can increase profit by selling to the same customers; if customers are satisfied, there is more chance they will come back for more services or products. Satisfied customers are a free marketing for the company. However, it is the opposite if customers are dissatisfied. Dissatisfied customer will tell 8 to 10 people about his or her experience (O’Brien, A & Marakas, G. 2004). If by any reason, representatives see that the customer is not satisfy, they should act fast and fix the problem. Furthermore, there is more chance for sale representatives to sell to an existing customer that to a new customer. A good strategy for customer retention is to reward good customers. Companies can easily do

In the current dynamic business environment stay align with the needs and demands of consumer is a challenge for the organizations as the changing market trends provides a tough time to organizations and more specifically the retail companies. For the purpose of present report, a survey had been conducted to evaluate the consumer behaviour of ALDI, which is a large retail store in Australia. The organizational management wanted to improve the product and service quality for better customer service. For the purpose a survey has been conducted and some of the ALDI’s regular shopper has been asked to provide their responses by filling up the designed questionnaire. The responses have been recorded and evaluated to take further steps to improve overall customer service by understanding their buying behaviour at ALDI. The findings of questionnaire

Today most Multi National Companies that are operating globally are realizing that they have to take complete control of After-Sales-Service, in order to compete effectively and synergize their operations with profitability. Earlier days, much of the service operations were handled by third parties. Companies have identified that after-salesservice is a significant source of revenue for the organization. With this paradigm shift and change in the culture, Rolls Royce pioneered and conceptualized ‘Power by the Hour’, an after-sales-service program that helps focus customer in their core business

Every company can improve their sales and profits by giving more service to the customer. This part of the model discusses the service of the company. After sales services as well as local services. Customers need to feel happy with the product. Do they? The answer will be find in this part.

Great customer service is a quality every business should hold high standards upon. Restaurants for example should have hosts waiting for guests to arrive at the door so they can be greeted and then seated in a timely manner. Also have servers bring silverware to the table, take correct orders and continue to take care of the diners until they leave. A business with excellent customer service will most likely get repeat business whereas poor customer service leads to losing their business. The purpose of this paper is to demonstrate how the level of customer service given throughout the customer’s experience will affect their returning to the business.

Meanwhile, in operational stage, through improving seller service, customer satisfaction increased which is helpful for building or maintaining the loyalty of customer for companies. As a result, it can sale more productions to increase revenues and profitability.

Service quality represents a fundamental aspect of delivery, which strongly influences consumer satisfaction and, as a result, loyalty. In today’s global market a customer’s service expectation has to be met and exceeded eventually in order to retain customers as well as achieve success. Perceived quality of a product or a service is becoming one of the major competitive factors in the business world and has led to the innovation of the ‘Quality Era’ (Peeler, 1996). In simple words, the comparison of customer expectations with service performance is service quality. On the other hand, customer satisfaction is defined as a pleasurable fulfilment response toward a good, service, benefit, or reward (Oliver, 1997). Both of these

In order for the service employee to deliver on the customer’s expectations, the company (or management) must provide the necessary resources to fulfill the duties of the job. The success of the firm is also supported by the internal customers, also known as employees, and the satisfaction of these employees can influence the service encounters with external customers (Gremler, Bitner & Evans, 1994). It is imperative that management of the company delivers to the expectations of the employees in order to fulfill business goals and objectives.

This chapter covers the theory for the concepts of service quality and service excellence and lays a foundation for Chapter 3 - Literature Review. The chapter begins by reviewing the concept of service quality and the related concepts such as service quality expectation, service performance and service outcomes. Then the concept of customer satisfaction as an outcome of service delivery is discussed.