customer satisfaction
TRANSCRIPT
Service excellence IN
- Suryo Danar Saputra
http://www.logoworks.com/blog/wp-content/uploads/2013/07/Fotolia_50206287_Subscription_Monthly_M.jpg
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
http://sustainability.aramex.org/Portals/0/sustainability-report-customer-service.jpg
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
?http://www.infinitcontact.com/wp-content/uploads/2014/11/bad-customer-service-best.jpg
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
http://www.qlcsolutions.com/wp-content/uploads/2015/01/steptwo.jpg
Be trustworthyDapat dipercaya
http://images2.persianblog.ir/525062_WAQSxJ3R.jpg
Kunci untuk menghasikan kesetian pelanggan adalah
memberikan nilai pelanggan yang tinggi
Philip KotlerMarketing Management 11th Edition
Prentice Hall Int’l 2003 p. 138
http://ocopexpress.com/wp-content/uploads/2015/03/customer-service.jpg
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
0813 9824 0037