customer satisfaction

Service excellence IN

- Suryo Danar Saputra

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Pembeli adalah RajaAda ungkapan

““

http://i.huffpost.com/gen/1286525/images/o-CUSTOMERS-facebook.jpg

Suatu bisnis dapat dikatakan sukses jika

berhasil mendapatkan, mempertahankan, dan

menumbuhkan pelangganDon Peppers and Martha Rogers

Kotler and Keller : Marketing Management 13th Edition Pearson Education 2008 p. 134

https://www.grouponworks.com/wp-content/uploads/2014/01/Customer-Retention-Strategies-for-Restaurants.jpg

kepuasan merupakan fungsi dari persepsi atau kesan atas kinerja dan

harapanPhilip Kotler

Marketing Management 11th Edition Prentice Hall Int’l 2003 p. 138

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Customer satisfaction by industry

Hotel & Makanan

Kesehatan

Pelayanan Finansial

Penjualan

Peralatan

Perbankan

Transportasi

Informasi

Pemerintahan

60 62 64 66 68 70 72 74 76 78 80

7978

767575

7473

7267

3G University from The ACSI 2009

leave because of poor attitude or indifference on the part of the service provider

are turned away by product or service dissatisfaction

are lured by a competitor

Seek Alternatives

Move

Die

The way customer leave the company

68%14

%9%5

%3%1

%Adapted from the book: How You Do What You Do: Bob Livingston

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Lalu bagaimanakah meningkatkan

customer satisfaction

be genuine tulus

http://images.wisegeek.com/call-center-man-in-front-of-computers.jpg

You are accountableBertanggung jawab

http://www.supervisorblog.com/wp-content/uploads/2014/04/holding-people-accountable.jpg

Remember to empathizeberempati

http://ordiate.com/wp-content/uploads/2013/02/Empathize.jpg

Innovate for solutionberinovasi

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Be trustworthyDapat dipercaya

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Kunci untuk menghasikan kesetian pelanggan adalah

memberikan nilai pelanggan yang tinggi

Philip KotlerMarketing Management 11th Edition

Prentice Hall Int’l 2003 p. 138

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Karena …

Kepuasanpelanggan

Increase customer

loyalty

More repeat

purchase

Positive customer word

of mouth

More new customer

ReferensiDon Peppers and Martha RogersKotler and Keller : Marketing Management 13th Edition Pearson Education 2008

Philip Kotler, Marketing Management 11th Edition Prentice Hall Int’l 2003

The American Customer Satisfaction Index

3G University

Upside Learning.com

How You Do What You Do: Bob Livingston

Terima kasihSuryo Danar Saputra

Instructional Designer & Media Developer

danar.mf10@gmail.com

0813 9824 0037