Question & Answer: List and describe some business support activities that can assist in quality efforts. How do these…

List and describe some business support activities that can assist in quality efforts. How do these systems influence the achievement of customer value?

Expert Answer

We will go one step ahead of customer value coz once the customer starts giving value to your product or service he will keep using your service /product for a long time that’s wjat is customer retention which is the ultimate goal .So if we look at how to retain customer and achieve you will in between automatically achieving the customer value given to your product /service .How do we achieve this ,some of the core actions are mentioned below .

Strong employee loyalty

Organizations that treat their employees with respect, give them the necessary tools to do their job and continually demonstrate that they are appreciated will see a workforce that will go the extra mile for the customers they serve. Unhappy, frustrated workers have little reason to put in the effort. Why should they? If employees don’t feel valued, work becomes drudgery and customers are seen as just part of the daily grind.

Simply put, an appreciated employee is a happy employee. And happy employees translate into happy customers and thus bigger profits for the company. The research shows this to be true:Acknowledging how your employees are doing something right is a far more successful path to work excellence, than pointing out what they are doing wrong. Psychology has long proven that people respond far better to positive feedback than to negative. By consistently letting your employees know what they are doing right, you keep employees on the right track since people are likely to repeat behaviors they have been praised for. This means less customer complaints and higher customer satisfaction.

Customer loyalty programmes

  1. a frictionless user experience, and
  2. actionable insights for three transaction criteria: recency, frequency, and value.

Reducing friction is imperative. Faster throughput translates into real revenue. Merchants lose customers who have to go through several steps at checkout in the hope of having a better experience. Enterprises designing loyalty programs should use Apple Pay as a roadmap, as speedier checkout drives strong consumer adoption. Focus on eliminating every checkout hurdle you can, from check-ins to extra plastic cards and additional 2D code scans. Without consumer participation, retention programs don’t work – regardless of the intelligence data available.

With regard to insights, companies get distracted focusing on how to get more and more data. In reality, exceptional personalization and retention marketing thrives by avoiding the noise created by so-called “Level 3” insights. Starbucks, for example, has designed one of the most widely successful retention schemes in the country. Customers receive incentives based on their visit frequency and lifetime value, not whether they bought a Venti Mocha Frappuccino or simple house blend.

Caring and sharing with customers

Finding new and unique ways to create a partnership with customers. People will care when they share. Help customers put skin in the game by:

  • Involving them in the design and delivery of service
  • Soliciting their ideas and suggestions
  • Begging for feedback on ways to improve their experience
  • Create forums for customer participation (like boards of customers, customer advisory teams, VOC initiatives)
  • Spend time with customers on their turf or neutral turf (like Harley’s HOG—Harley Owners Group)
  • Crafting chat rooms aimed at beta testing, experimenting, piloting products and services with customers.
  • Invite customers to company functions—picnics, meetings, social outings, etc

Focussing on customer experience

While experts debate whether the marketing funnel is outdated, it’s been proven that managing the entire experience of any age of customer is a better way to keep customers. The conversation cannot stop once the sale is made.. It is critical that companies focus on sending personal communications throughout the lifecycle of the customer. In today’s competitive environment, it is not enough to rely on service or repairs to hold on to customers.

Technology allows you to adopt a Customer Lifecycle Management (CLM) approach in a very cost-effective way. Personal customer microsites or creating personal URLs, or PURLs, are perfect for automating these types of communications. Using business rules, you can create relevant interactions by customizing the content for each customer. Companies that learn how to combine the power of the online world and their customer data to own the customer relationship have a much higher retention rate.

Today’s consumers are growing less responsive to mass marketing messages. Younger buyers are known for their skeptical and demanding attitude. Old-fashioned relationship building will never go out of style.

Simple payment methods

Too often, organizations will hyperlink to landing pages that then require you to fill out your billing and shipping information every time they purchase. Some require their customers to remember usernames and passwords or figure out annoying Captchas.

The easier it is to pay or donate, the more people will do it. Organizations will capture a new revenue because the people who abandoned their shopping cart at that last step will actually be able to experience a frictionless, quick payment process. Retain those impulse purchases!

For example, 39% of email recipients will read their email on a smartphone and then click through to the website. However, only 13% of those online transactions are actually completed (SeeWhy, 2013). They are dropping out at that final step.

Payment technologies such as @Pay, PayPal, Vento, or GoogleWallet are simplifying the purchasing experience. Make your customer’s life easier and they’ll keep coming back.

Building customer not the sale

For businesses who are trying to sell their product, it is important to make a customer feel like they care about them even after they purchase. This will make all the difference in building a strong and lasting relationship with that customer. Building strong relationships is the most important driver when it comes to customer retention rates. If customers feel like they are just a sale, they will go somewhere else without a second thought. If they feel that they have built a relationship with a business, they are more likely to come back a second and third time.

If you make customers feel important and spend time building relationships with them, you will have high retention rates over an extended amount of time. If you like your customers and your customer like you back, this also means that they are more likely to recommend your business to their friends.

Discovering what emotions your experience evokes.

Another key step in delivering a peak customer experience is building empathy for the customers you serve.

Getting senior leadership and other key stakeholders to “live” the experience can help your team understand what your customers experience in their day-to-day lives. It can truly shift the way you look at your business and spark fresh thinking that is rooted in empathy and an understanding of your customers.

Yet, customer experience is something that has to be personally internalized. It must be “caught not taught.” Leaders who want to change the way people think or behave must recognize, encourage and deepen their team’s insights through collaboration that creates shared vision and values.

Turning difficult situations into opportunities to earn your client’s trust.

When a client is frustrated or upset, it is a great time to show your dedication towards working with them to remediate the situation. Use this time to consistently follow up with them; meet with them in person, provide detailed status updates as your company works through the problem, and listen to them as they voice their opinions. Go above and beyond for them to show how much you value the relationship.

Sometimes, it’s not easy to gauge when a client is silently dissatisfied with your service. Strategically use Customer Satisfaction Surveys. If a client leaves less than stellar feedback, schedule a meeting or with them or take them to lunch. Ask your customer for ways you can improve your relationship and work together on achieving those goals.

Once the situation is resolved, make sure you continue to regularly go above and beyond for your client. Be proactive in the type of service you provide to avoid difficult situations in the future. When you and your client make it through a difficult situation together, it will increase their trust in your company. Most importantly, reflect on the situation and work with your client to build a positive, productive working relationship which will lead to client retention

hope the above actions will help you understand the systems which can enhance cutomer value towards our product/service.

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