Notes on Objective, Metric, and Target of Decision Making

Satisfied customers can be the best advocates, which is why customers’ needs should be satisfied every time.

Concentrate on their current clients, broaden and deepen their relationship with them, while maintaining current offerings

The Purpose: Today’s society focuses on customers’ satisfaction, most business ask the consumer to take surveys to learn more about their experience. It is highly important to make sure our customers leave happy and satisfied with our service, and if they feel any different we need to get

This is a campaign to stop lack of respect show to service users and to ensure that their dignity is maintained through good and positive service. It encourages challenging of poor service or lack of respect.

Customer satisfaction is the customer’s evaluation of a good or service in terms of whether it has met their needs and expectations (Vander Schee, 2016). The culture of the organization is to focus on delighting customers rather than on selling products (Lamb, Hair, & McDaniel, 2017). An example of a highly satisfied customer would be Nicole Snow, who owns a small business in Maine. One day she reached out to FedEx on social networks and asked for help in getting her supply chain set up. The team responded immediately and helped her solve the problem (“FedEx,” 2015). Here customer satisfaction is greatly shown the customers’ needs and expectations have been met by

Consistent, high-quality customer service is essential to the sustainability of the company; something that is only possible to deliver through engaged, motivated and properly-trained employees. Certainly stakeholders agree, as labour relations and employee engagement rank highly among the issues they consider of greatest materiality.

To monitor the KPI of the business a monthly report is run which gives us the percentage of orders that were shipped and delivered to the customer within their 10 working day SLA,

As I first stated, as my customer, I must do what I can for this business. Customers are always said ‘to be right’, I do not always agree with this, however as their consultant, I must do what I can to keep them happy. In doing so, I must stick to my plan. I must also meet all deadlines and deliver a product that they will satisfied with. I do want them to be a repeat customer and get the word out there that I do good work. I would also implement a good follow up schedule and honor all promises and guarantees that have been set forth in the contract.

Even if I have a good team and they are happy to take responsibilities, as a business owner, I’m the one who takes all fire and blame for their mistakes. It is increasingly more difficult to get payment for the job that has been done, however, if it is not upto the agreed standard then this is always a consistent problem. Therefore to ensure the successful completion of the set objectives, task monitoring is a must in my business.

Also, my department should set and track goals to help minimize computational errors daily. In order to help prevent adjustments from being duplicated, I would recommend that a database be created in Microsoft Access in order to keep track of all adjustments that have been made.

Today’s customers are more aware and empowered, and have more bargaining power due to the exponential increase in competition – direct, indirect or substitute. In retailing, they want hassle-free shopping, have less time at their disposal to locate the shop and the merchandise and are reluctant to keep waiting. The modern format retail stores are doing their best to anticipate the customer’s demands and are going all out to redesign their store interiors, offer more choices in varieties and assortments, and are giving as many services as feasible.

Customer loyalty is much harder to obtain that customer service satisfaction. The most important first step is to satisfy the customer by meeting their expectations. Customers only give a company one chance and if they aren’t satisfied they will not do business with that company again, as well as tell others of their experience. The next step would be to exceed the customer’s expectations. If a business goes above and beyond to assist the customer they begin to build loyalty. The next step is to truly surprise the customer. In order to dominate the marketplace the company must find a way to make them selves stand out with their product or service, accompanied with phenomenal customer service. Once this has been done customer satisfaction and loyalty will be gained. “Acquiring a new customer can cost four or five times more than keeping a current customer” (Bestmark, 2013). So it’s essential to keep the current customer’s happy and coming back for more.

Today’s organizations fail to realize the value of their customers when it comes to the success of their business. Without customer loyalty the success of your business will always be uncertain. Organizations must sensitively tailor the designs of a successful firm to the particular challenges of understanding, attracting, and keeping valuable customers. “Having satisfied customers just aren’t good enough”. Kenneth Blanchard and Sheldon Bowles, co-authors of Raving Fans, believe this concept is needed to have a successful business. I agree with this concept of customers being the focal point of any business. I would want more than just a satisfied customer; I want a “Raving Fan”.

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

Steven Chapin suggests giving customers "10% more than the agreement calls for". While this might seem like a waste, it makes the client happy and your extra effort is actually a "cost-effective marketing tool" (Chapin, 2). Giving the same amount of effort in the office as you give a client not only builds a solid team but creates a more rewarding work environment (Chapin, 2). Dedication builds two good things: Better relationships with the clients and better corporate culture. The last "Building block" according to Chapin is Service. Giving excellent service to a client can sometimes make up for any mistake that may have happened in the delivery of a product and how fast you respond to correct the error can keep that customer with your company.