Without customer there is no market. As the customers are regarded as the superiors in today’s market, their satisfaction level and their preferences should be keenly studied
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.
The main objective of the secondary research was to find out how successful Apple Inc.’s marketing strategies are in reaching their consumers. The research is important because I have always found it fascinating how loyal Apple’s consumers are, which makes me wonder if it’s the advertisements are highly effective or has Apple mastered how to retain loyalty. For the secondary research I focused search using the internet, specifically Google and Grand Valley State University’s library website. After analyzing research conducted the results were that at this point much of Apple’s consumer loyalty has to do with the quality of devices rather than the marketing strategies. Yes, the marketing strategies help their image and they are known by consumers to be innovative and eye catching but what really draws them in is the easy to use, wide variety of cohesive products.
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
The purpose of this report is to analyze whether and how Motorola Mobility’s current structure, culture, and core competencies could be improved, with focus on the organization 's current competitive advantage and the sustainability of that advantage. The strategic mission of Motorola Mobility (referenced hereby as Motorola) is to add value to the organization. One of Motorola 's main issues as a company is customer satisfaction. A proposed strategy includes improving employee satisfaction. Employees are currently unsatisfied with their work environment and don’t quite understand the company culture, this reflects greatly on customer satisfaction. By improving both employee satisfaction and customer satisfaction Motorola is more likely to have a good competitive advantage and will likely succeed as an organization. The benefits greatly outweigh the costs of focusing on customer satisfaction, as customers are more likely to stay with Motorola and recommend Motorola to other people in their lives. Also if the employees are happy and proud to be working for a company they will more likely
I believe people who buy the I-phone and they will continue to buy the next generation products. Because they design for Apple products looks elegant, and quality.
Similarly, Molinari, Abratt, and Dion (2008) assert that there is a direct and strong link between customer satisfaction and customer loyalty behavior. If the customers enjoy the product or service, they will not be bothered to become loyal to the company. In other words, high levels of satisfaction commonly occur when the customer is delighted or happy with either the products or services provided by a business supplier. As Caceres and Paparoidamis (2005) state, customer satisfaction levels are determined and influenced by many elements. For example, it is commonly admitted that the customers will naturally repeatedly return to the company when things are done right, or in other words, business service companies successfully meet the customer’s expectation (Gil-Saura, et. al., 2009). Furthermore, increases in satisfaction could result to increase customer loyalty. A business enterprise, which could address the elements moderating the level of satisfaction of customers, probably would reach the higher level of loyalty. In other words, customer satisfaction is likely to improve customer loyalty in general.
In order to operate a successful and profitable business, certain strategies must be put in place. One very important strategy is customer relationship management. To ensure that every customer has the opportunity to receive exceptional customer service and the ability to become a loyal customer, an organization must follow these steps. First, the organization must evaluate their current customer service strategies and organizational goals. This will help decipher strengths and weaknesses of the organization. Once the organization’s weaknesses are determined, action must be taken immediately. The weaknesses should act as opportunities, while the strengths can be used as something to capitalize off of. If an organization lacks a loyalty program, their next step would be to design one that correlates with their business model and organization goals. Once an organization redesigns their customer service strategies and customer loyalty programs, they will need to accurately apply metrics to successfully measure the value of the changes being made.
This research explore the hypothesis that overseas students today prefer branded smartphone because they have a positive perceptions towards their quality and are brand loyal rather than creating self-image. The study was conducted among 50 overseas students, form different nationality, which were collected from Navitas English, Sydney. The instrument chosen for the survey were a questionnaire which was administered informally to the students during the class time and school break. The finding revealed that the majority of overseas students had a positive perception of the
To review critically literature on customer satisfaction and how it affects the development of a company; defining the idea and concept of customer satisfaction; analysing the core elements of customer satisfaction; analysing the factors affecting customer satisfaction; and why customer satisfaction is important for companies such as STO Supermart in Maldives.
Zeithaml and Bitner (2000) defined customer satisfaction as the "customers' evaluation of a product or service in terms of whether that product or service has met their needs and expectations". Therefore, satisfaction is a consumer's post-purchase evaluation and affective response to the overall product or service experience. In other words, what consumer perceives after a product or service consumption determines his/her satisfaction. Many researches have concluded that satisfaction can determine the customer loyalty. Customer loyalty defined as "a deeply held commitment to re-buy or re-use a preferred product/service consistently in the future, thereby causing repetitive same-brand or same brand-set purchasing, despite situational influences and marketing efforts have the potential to cause switching behavior. The satisfaction/dissatisfaction occurring through a matching or mismatching of expectations and perceived performance leads to loyalty behaviour.
The study assesses customer satisfaction on the services delivery by Zantel mobile telecommunication. Urban West Region being as a case study .This chapter focuses on the background of the study, a statement of the problem, objectives and scope of the study. This study will attempt to explore the customer’s satisfaction on the services delivering by Zantel mobile telecommunication in Zanzibar.
This research investigated how mobile application service quality affected customer relationship management, pitching to Nike+ application in Taiwan as the research target. The background indicates that nowadays, online service plays one of the key roles of customer relationship management. With the implement of mobile device, organizations are more able to develop intimate relationship with their customers in order to enhance customer loyalty. (Chaffey, 2009; Winer, 2001) Whilst lack of previous studies focus on evaluate mobile application contribution’ toward customer relationship management, this research adapted previous studies of online commerce, organization
Over time, businesses have recognised that brand loyalty plays a key role in sustaining steady demand and sales flows over time (Aaker, 1991). In fact, Gralpois, (1998), as cited by Lodorfos, Mulvana and Temperley, (2006), labels brand loyalty as a fundamental asset of any business. Findings by Keiningham et al., (2006) have shown that it costs on average, five times more to replace a customer than it does to retain one. This underlines how businesses cannot afford to lose loyal customers and simply replace them with new customers. Subsequently, this has become a major reason why so much research is focused on achieving a better understanding of customers’ loyalty behaviour (Dick and Basu, 1994) (Liebermann, 1999).