Keeping the Customer (profitably) Satisfied. Which is more enlightened: the company that cuts costs across the board during the downturn, not knowing the impact on customer satisfaction; or the company that spends whatever it takes to keep satisfaction scores high? [BNET.com - Recent Marketing Strategy White Papers]
Customer satisfaction must be linked to sustained profit growth. Often enough companies only cut costs to improve profits, or invest in blind notions to increase customer satisfaction. Keeping the customer (profitably) satisfied (Mercer Management Consulting, Jan 2002) addresses both of these areas from a consumer prospective.
You can still use the examples from the original report, but here is a summary that teaches you how to keep profitable customers satisfied.
After you make your first iteration, repeat these four steps to reinforce repurchase behaviors and improve customer satisfaction in a profitable sustainable manner.
Cutting costs isn't the only way to increase profits, blind cuts often hurt customer satisfaction. Before you consider any initiatives, look at what influences customer influences customer repurchase, improve on these areas and have more satisfied customers.
/ customer-service | profitable-customers /
By Justin Hitt at November 30, 2003 11:01 AM Subscribe in a reader
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Tracked on August 5, 2005 4:58 PM