Customer satisfaction is an important of the marketing process for any business organization. The marketing concepts entail details such as satisfying the needs of the customers so that at the end of the day the business can be able to make profits. Customer’s satisfaction means that the company must be able to produce quality products that meet or exceed the expectations of the consumers. If the quality of the products is good then in return the life quality of the same consumers will be improved. The first step to a successful business is to meet the needs of the customers which will then translate to meeting the goals and objectives of the business as well as the society as a whole. Due to the importance of the topic of consumer satisfaction, a number of researches and annual conferences have been held within the past decade to make sense of the issue. There are a number of concepts and ideas that the retailers must take into consideration so as to be able to first attract customers and then retain the same customers to their businesses.
First of all there is the issue of adaptability where businesses are expected to tailor the services and goods that they offer so that they are able to meet the needs of individual customers. The days where businesses concentrated on a “one size fits all” are long gone. It is of importance for the businesses to come up with data mining procedures so that they can determine the interests of individual consumers. Moreover, each customers or consumer normally has a unique purchasing interest that differs from other customers.
Secondly a company can take it upon itself to ensure that it holds the employees accountable for the services that they offer to the customers. For instance a portion of the employees can be charged with the responsibilities of making sure that the company offers outstanding value to the customers. Similarly, there are those who can be given the duty of coming up with the designs so that the customers get the best experiences (Rajiv et al. 2012).
The third initiative that a company can use to satisfy and increase the customer ratings is through the use of live chats where they give real time information when needed by the customers. It is through services such as live chat that the customers are able to get passive and friendly assistance within an instance. Moreover, the concept will make a business to gain a competitive advantage over other rival companies since it is s new concept that is ignored by many organizations.
The fourth concept that any organization will need in advance is to be consistent and have a clear view of the expectations of the customers on the products that the company offers. It will be of great importance for an organization to communicate in advance the customers’ expectations to all the departments of the company. Forinstance, the marketing team needs to have a clear view and knowledge of what to expect and offer the customers as a marketing team. The same will apply for the customer support team as the sales teams.
Finally, an organization must show a lot of commitment to their customers by being responsive to the needs and the queries that the customers may have. All the problems and complaints that the customers may have regarding either the goods or services must be handled in a professional manner. For instance, a good business should ask its customers how they (customers) prefer the problems to be solved. This process has been proved to be cost effective since most of the times the customers would ask for much lower than what the company would be willing to offer (rajiv et al. 2012).